Beautiful architecture, the hotel itself is in a oval shape, a nice idea, but still not enough natural light. Being an oval also means one has to change lifts to get from rooms to restaurants and conference rooms. The left side of the hotel lobby (facing the check in desk), stunk like sewage though. Right side is ok though (was in room 331).
Incredibly huge rooms with nice esthetics. Free beer and soft drinks. Nespresso and tea making facilities. Washlet was a nice touch. The finishings in the bathroom is quite similar to the finishings used at most St Regis hotels; however, whoever was their contractor was could have done a better job so that plugs in the sinks don't leak or threatened to be loosened when one removes his/her charger. When I closed the bathroom door, one of the wood panels on the ceiling shifted and I can't reopen it fully. Minor stuff, but since this is the Luxury Collection, should have done better. The rest of the room is nicely decorated in modern minimalism.
Food is where everything falls apart. Before I came here, I had heard from two individuals who do not know each other that they got food poisoning after dining at the hotel. I stayed away from all uncooked food, but still had some stomach trouble. Having seen how the staff rolled out the food to the conference venue, I sort of realised why food safety might not be something that they are keenly aware of. I picked up a pretzel from the deli as a snack and that was so tough that I wondered how many days this baked good has been sitting on the shelf - I couldn't even pull it apart. That was a waste of RMB 22!
Service on the whole was not fabulous - staff will just tell you to go take the lifts on the right without indicating where they were exactly. And since the lifts are hidden (and there are no signs), I couldn't find it when I first arrived. Catering staff will just roll out their cart and make you make room for them as you cross the lobby or hallway - that was a bit shocking as I've never seen catering staff wheeling out their carts through the lobby.
We had drinks at the outdoors terrace on the 5/F one night. 30 mins after we've ordered our drink, and only after when two people had gone in and asked where is our wine and cocktails, were the drinks delivered. Apparently, they had to go back down to the 1/F to get the drinks!
Gym has nice equipment, but strange set up with some weights outside and some in a smaller room that was probably designed for private training. But air circulation in the gym was very poor.
I would probably come back here due to SPG points, but the Langham Xintiandi is definitely better value (if you don't mind the pink!).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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Greetings from the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai.
First off, thank you for taking the time to send us the feedback and I would like to extend my apologies for the unpleasant stay experience that you have encountered during your recent stay with us, there is no excuse for the fact that we did not live up to your expectation.
I have looked into the matter and have begun retraining and coaching our relevant associates to ensure that proper procedures and standards are thoroughly understood and followed, your comments and suggestions will also serve as reminders so that similar instances will not occur in the future.
Again, please accept my apologies for the unpleasant experience and I hope to have the opportunity to welcoming you back to the Twelve at Hengshan.
Twelve at Hengshan, A Luxury Collection Hotel, Shanghai
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.