zzap

This issue with complimentary tea and coffee sounds very bizarre to me, and not in alignment with St Regis' standard operating procedures. I would escalate to SPG CCC and see what comes of it. I am sure that the property is in the wrong.

jaejaez

...and if the SPG CC decides that the property has done nothing wrong here, this will allow for others to follow suit and interpret the benefit in whichever way they find convenient.

I hope the program designers realize that one of the core reasons to why people choose a global brand like the St. Regis or the Sheraton or the Hyatt or Holiday Inn is because of a certain level of standardization that takes away a lot of the guesswork. When I check into a branded hotel, I want to be at ease in knowing what I am (not) entitled to, at least for their 'signature' services.

Please limit this hands-off stance of "leaving it up to the individual property to decide" - I know SPG is in the business of pleasing the property owners but ultimately the guests who fill the rooms (particularly the elite level ones) want a certain level of consistency at least when it comes to the so called 'brand signature services' like the St. Regis butler service.

zzap

FWIW, I decided to check the guest compendium at the St Regis Kuala Lumpur, where I'm currently saying, and the wording seems consistent with what the property at Saadiyat Island has said in that they mention they offer tea/coffee on arrival and also after a wakeup call, but no mention about other times during a stay. See here under "beverage service". This property has been open for about a year.

That said, I have requested coffee about a dozen times and there has never been a mention of a charge here.

HHQX888

I can confirm what LSL wrote thay don't want serve by butler "beverage service" they serve via Private Dinning and charge you for this service.

Just check in and at once press 'Butler Service' on phone butler on phone and want order one americano and one black tee at once butler switch us to 'private dinning' when they pickup my phone I ask again this is butler service and answer was 'no, this is private dinninig our butler service don't serve beverages no more and you will be charged for this order. I check again that I am in correct hotel maybe this is Hyatt next door but they confirm me that I am still in StR'. After 20min butler came and bring our order, second time afternoon I make second order and again this same happen. Now I check my bill on I see charges for 2 'beverage service' ??

Now we have self-butler beverage service in StR's ??

Similar situation happen 4 days ago in StR Shanghai, we order one green tee and one hot chocolate (I know that hot chocolate is not free of charge in butler beverage service) after 20min we have call back from butler service ' Mr. we don't have 'hot chocolate' (hymm, I don't ask about caviar !!!)' I change order to one green tee and one black tee, after next 30min butler came to our room with one empty teapot and two cups, he see my surprised face and starts explain what I can do with this things :
1. you have electric kettle in room, in drawer you have tea bags pls make yourself tee.
I have more surprised face and he change his idea and take kettle and starts going to bathroom to take water but I stop him (my wife was in bathroom in the bath) my next step was kick off him outside with this all self-butler things. After next 30 min he came again with two pots with ready black and green tee.

Lurkers can you check whats happen with your brand St. Regis ??

Starwood Lurker IV

Hello,

We'd like to address your concerns with the hotels directly. Can you please email us with your stay details and contact information?

Thank you in advance.

Kazia Dabrowski
Specialist, Social Media
Starwood Hotels & Resorts Worldwide, LLC
[email protected]

jix

Back in September 2016 when I was at the St. Regis Saadiyat Island Resort, I asked about the beverage service and was just pointed to the coffee and teabags available in the room along with the kettle (or coffee machine) to make it myself. There was no welcome drink I can remember as well, I didn't push it as we weren't particularly in need of the beverage but that was indeed the practice at that hotel.

St Regis in Shanghai? If it's the St. Regis Shanghai Jingan then I'd give it more time as it's a brand new hotel.

HHQX888

They call me to room and try explain that butler beverage service is only for Royal Suite (they have it ??) and try build another story why they charge for this service.

Now you have this self beverage service here and corporate told different and hotel make different.



Lurkers can you put any official info whats happen in this properity ? For me it is no so important I will make orders and if thay still charge me I will reject bill on checkout. But for us as members is important your answer they can do it or not.

HHQX888

Yes it was St Regis Shanghai new one, on check out when we point this case that butler want go to bathroom to take water for electric kettle where was my wife, we hear they are opened and all must be perfect this was not soft opening. But in suite was tea bags and coffe bags and electric kettle. In the past I don't seen any of this goods in StR's rooms and this show which way they will change StR brand.

StR Shanghai mini bar

Phasers

Does anyone have any updated experience at this hotel?

Was thinking of booking a couple of nights for early August, but the service concerns mentioned here are making me hesitate.

HHQX888

@Phasers : finally we don't have any charges on our bill and we use StR free beverage service . But as you see we don't have any final answer from our Lurkers about this situation in StRs ;(.

Land-of-Miles

I can't believe we have had 2 pages of comment on getting someone to bring you a tea for free when there are good hot beverage facilities in room.

It is a hot country (most of the year), the last thing I normally want is hot beverages or calling someone to come and bring me one simply because it is "free", albeit by the time you have tipped the butler a reasonable amount it is starting to look like a very similar price to the Tea shop in the lobby.

It would be nice to broaden out the focus on what I have found to be an excellent resort property.

HHQX888

Why users spend 20 and more pages on FREE upgrade to better room if it is free case is not about this coffee or tee but about rules.

In Germany we don't tip any service if it is standard, second for me coffee from this room unit not tastes like coffee from a high-pressure machine.

Land-of-Miles

Perhaps open a separate thread then on the meta discussion of the rules for butter service in St Regis properties.

I am much more troubled by the lack of availability of pork products for breakfast in the restaurant but I wouldn't expect to bang on for 2 pages about that either.

SanDiego1K

I am thinking to stay here and visit the just opened Abu Dhabi Louvre after seeing @JohnRain's beautiful pictures of the museum. I am a plat. Can I expect a water view on a mid week stay (not during the yearend holidays)? What does the hotel offer plats if breakfast is chosen as the amenity?

We are great fans of the Avasa Indian Kitchen in the adjacent shopping complex. It has probably been two years since we have eaten there. Is it still good?

JohnRain

Thanks for your kind words SanDiego1K.
You can definitely expect a water view room/suite as a Plat.
(I’m only Gold and I’ve stayed at the property many times, always with Ocean View.) As for the amenity, may I suggest to book through Amex FHR which includes full (buffet) breakfast at this property. That way you’ll make sure to get the 500 points as welcome amenity. I’m still at the property while I’m writing this and I just met with the GM (great guy), so if you have anything else you’d like to know just shoot me a private message. (I can’t comment on Avasa as I haven’t been).