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“Great location and facility, service needs to be better” 4 of 5 stars
Review of Twelve at Hengshan, a Luxury Collection Hotel, Shanghai

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Twelve at Hengshan, a Luxury Collection Hotel, Shanghai
5.0 of 5 Hotel   |   12 Hengshan Road, Xuhui District, Shanghai 200031, China (Hengshan Road)   |  
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Ranked #28 of 3,934 Hotels in Shanghai
Shanghai
Contributor
18 reviews 18 reviews
16 hotel reviews
Reviews in 11 cities Reviews in 11 cities
28 helpful votes 28 helpful votes
“Great location and facility, service needs to be better”
4 of 5 stars Reviewed 6 days ago NEW

This is a fantastic location. Near restaurants and bars and the wonderful French concession. The hotel is well kept, designed, and has excellent rooms. Being a platinum member, I was upgraded at check-in, but the greeting could have been more enthusiastic. The evening happy hour selection and setting could be better - but I understand this is not a regular SPG hotel, although the service was again, not friendly and enthusiastic. The room was outstanding, comfortable bed, great bathrooms. The garden courtyard is pretty, although there should be benches around the courtyard where people could sit and relax - maybe a cafe setting? Morning breakfast was wonderful, with an excellent selection of fresh eastern and western foods. Again - service was less than enthusiastic - staff could do with some training. As an example, the Le Meridien where I stayed at a few days later was Outstanding in service compared to Twelve.

Stayed December 2014, traveled solo
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johnny_Mathis_LC, General Manager at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai, responded to this review, 4 days ago
Dear Guest,
Thank you for your recent stay at Twelve at Hengshan, a Luxury Collection Hotel, and for your compliments of our location, room facilities and the breakfast. We also appreciate your sharing your concerns regarding our staffs' service. We will try to improve staff training in the future, thank you again for your feedback and we hope to see you again soon.
Yours sincerely
Johnny Mathis
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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160 reviews from our community

Traveler rating
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    14
    5
    0
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10
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (30)
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  • Chinese (Simplified) first
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English first
Singapore
Top Contributor
92 reviews 92 reviews
42 hotel reviews
Reviews in 14 cities Reviews in 14 cities
45 helpful votes 45 helpful votes
3 of 5 stars Reviewed 1 week ago

Stayed there again for 2 nights. The hotel is OK but not up for SPG5. The front desk staff did not even know what they are talking about. They need pay an attention to the details. For example, I have 2 clocks in my sutie but neither of them showed the correct time. Also the clock on several treadmills did not show the correct time at all.

They really need to refine their service level.

Stayed December 2014, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johnny_Mathis_LC, General Manager at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai, responded to this review, 4 days ago
Dear Guest,
Thank you for your recent stay at Twelve at Hengshan, a Luxury Collection Hotel. We also appreciate your sharing your concerns regarding our clock and treadmills time, we will check and adjust them. Thank you again for your feedback and we hope to see you again soon.
Yours sincerely
Johnny Mathis
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Delhi, India
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 of 5 stars Reviewed 3 weeks ago

We stayed here in September '14. The hotel is very elegant, located in a quiet neighborhood on a tree-lined street away from the craziness of Shanghai. The subway station is in the hotel building itself which is incredibly convenient. Staff was very helpful at all times - they got us dinner reservations, came immediately to change the water kettle when it stopped working, and were overall very friendly. Nespresso machine in the room was a great touch. Also wifi was good and strong, which was important as a tourist!

Overall a wonderful experience, would definitely recommend this hotel to everyone.

  • Stayed September 2014, traveled as a couple
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johnny_Mathis_LC, General Manager at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai, responded to this review, 3 weeks ago
Dear Guest,
We are so proud as well as most appreciative of your wonderful comments of our hotel location, facilities and services. We look forward to having you back at the Twelve at Hengshan, a Luxury Collection Hotel.
Yours sincerely
Johnny Mathis
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bangkok, Thailand
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 13, 2014

I normally stay in the city center, Nanjing road. This is first time I try to stay here. I would say, perfect choice. I love this hotel from the design, in-room amenities, bathroom, staff service and location. I have no doubt why it is a luxury collection. Everything is perfect. It is difficult to explain, but I will surely stay here again for my next visit to Shanghai. The location is not great if you love fancy shopping area like East nanjing road, but I prefer to stay here. Night time, you can walk around and look for drink if you want. The fitness centre is wonderful, I have to wake up early than normal to make sure that I have time to go fitness.

Room Tip: Manage your time to try fitness centre here. Stay longer in the room and the hotel to refresh yoruse...
See more room tips
  • Stayed November 2014, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johnny_Mathis_LC, General Manager at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai, responded to this review, 5 weeks ago
Dear Guest,

Thank you very much for your time and efforts in writing such a great review on TA following your stay. I am absolutely delighted to note you had such a memorable stay and that you have rated us so highly. We look forward to be of service again in the near future.

Yours sincerely
Johnny Mathis
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
5 of 5 stars Reviewed October 27, 2014

I have stayed at the Twelve at Hengshan five times in the last five months and I could not
be happier with the experience. The entire staff has been attentive, interested, and professional
in every regard.
I have challenged them several times on unusual food items and they have risen to the challenge.
The room is consistently quiet and well-prepared.
This is not a bustling business hotel with a lobby full of self-important people. This is a quiet
resort inside the city. It is a gem. Please don't tell too many people, just those professionals
you know who appreciate calm and balance.

Room Tip: Every room so far has been great.
See more room tips
  • Stayed October 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johnny_Mathis_LC, General Manager at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai, responded to this review, October 28, 2014
Dear Guest,

Thank you for staying with us at Twelve at Hengshan, a Luxury Collection Hotel and we greatly appreciate your detailed feedback which have been shared with our team. I am glad that you had an enjoyable stay with us and greatly appreciate your kind patronage. We look forward to the immense pleasure of welcoming you back to Twelve at Hengshan, a Luxury Collection Hotel in the not too distant future.

Yours sincerely
Johnny Mathis
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Beijing, China
Senior Contributor
32 reviews 32 reviews
26 hotel reviews
Reviews in 22 cities Reviews in 22 cities
48 helpful votes 48 helpful votes
4 of 5 stars Reviewed October 27, 2014

Of all the hotels I've stayed at in China, this hotel has excellent service by comparison. I'd rank its service in the top 1 percentile. Room is very nice and well equipped with HDTV set as well as Samsung sound bar and woofer. Internet connectivity is great and wireless signal is strong throughout. The hotel features a center garden and our room has an open view to it. As an SPG Platinum member, we received a room upgrade as well as invitation to evening Happy Hour nightly at the first floor coffee shop. Swimming pool is awesome and the gym is very nice. Although I truly wish to give this hotel 5 stars, but I must point out the few, albeit small, disappointments that surprised us, especially at a luxury hotel like this. Breakfast could be better with more choices and variety. Breakfast chefs should really wear mouth covers especially when they prepare our food while talking. At the noodle stand, an apparent intern did not seem to know what he was doing half the time. Better training is needed. Fruits we tasted our first evening during Happy Hour contained onion smell, evidence of someone cutting those fruits with a knife previously going thru some onions. We witnessed another couple complaining to the service staff about the same and situation improved the second evening onward, we were simply taken by surprise of such a mistake. Imagine if the knife had earlier gone thru garlic. Otherwise, to be fair, this is a hotel worth every star in its five star ranking.

Room Tip: If you can get a garden view room without paying extra for it, please go for it...
See more room tips
  • Stayed October 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johnny_Mathis_LC, General Manager at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai, responded to this review, October 28, 2014
Dear Guest,
Thank you for your stay at Twelve at Hengshan, a Luxury Collection Hotel, and for your compliments of our service, room facilities and our hotel environment. We also appreciate your sharing your concerns regarding our breakfast and happy hour fruits . We do value your comments which will definitely be helpful in our efforts to continually improve our guest experience, and we will actively work with Food and Beverage department for further improvements in those areas you have mentioned. Thank you again for your feedback and we hope to see you again soon.
Yours sincerely
Johnny Mathis
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed September 22, 2014 via mobile

My wife and I chose to stay at the Twelve at Hengshan for our first visit to Shanghai. We were cautious, but so pleasantly surprised. The hotel is located in a wonderful area with shops and restaurants and very close to the metro (which was surprisingly easy to use).

The hotel itself is beautiful, with week sounds very modern rooms. We loved it.

But the best thing about the hotel was the wonderful staff. We had never been to China and had no idea what to expect. Everyone was warm and friendly and so eager to help us. Bryan the concierge even spent 40 minutes on the phone with China Unicom when my wife's SIM card want writing. The managers were constantly checking in on us and it made us feel very card for.

We had wonderful spa treatments too.

We're seasoned global travelers and find this one of the better hotels we have stayed at. We are looking forward to returning to the hotel on a future visit.

Stayed September 2014, traveled as a couple
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johnny_Mathis_LC, General Manager at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai, responded to this review, September 22, 2014
Dear Matt,

Thank you for staying with us at Twelve at Hengshan, a Luxury Collection Hotel and we greatly appreciate your detailed feedback which have been shared with our team. In reference to your comment on the hotel location, we are pleased to let you know that the hotel lies in the heart of Shanghai’s former French Concession surrounded by restaurants, cafes, boutiques, galleries and restored art-deco buildings. Apart from the above, I am glad that you had an enjoyable stay with us and greatly appreciate your kind patronage. We look forward to the immense pleasure of welcoming you and your wife back to Twelve at Hengshan, a Luxury Collection Hotel in the not too distant future.

Yours sincerely
Johnny Mathis
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Twelve at Hengshan, a Luxury Collection Hotel, Shanghai

Address: 12 Hengshan Road, Xuhui District, Shanghai 200031, China
Phone Number:
Location: China > Shanghai Region > Shanghai > Hengshan Road
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #28 of 3,934 Hotels in Shanghai
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Twelve at Hengshan, a Luxury Collection Hotel, Shanghai 5*
Number of rooms: 171
Official Description (provided by the hotel):
Located in vibrant Shanghai’s cosmopolitan area, Twelve at Hengshan is surrounded by restaurants, cafés, boutiques, galleries, and restored art-deco buildings. Experience a haven of urban chic on the renowned tree-lined Hengshan Road. Traditional Chinese hospitality melds with contemporary amenities. Work out in our state-of-the-art health club, enjoy a refreshing swim in the heated indoor pool, be pampered in the spa, and savor authentic Cantonese and Western cuisines. ... more   less 
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