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Twelve at Hengshan, a Luxury Collection Hotel, Shanghai

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Guests1 room, 2 adults, 0 children
Traveler (438)
Room & Suite (139)
Dining (32)
Certificate of Excellence

About

#77 of 5,045 hotels in Shanghai
Location
Cleanliness
Service
Value
Certificate of Excellence
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.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Airport transportation
Business Center with Internet Access
Conference facilities
Parking
Free internet
Wifi
Internet
Adult pool
Indoor pool
Heated pool
Restaurant
Breakfast buffet
Banquet room
Meeting rooms
Spa
Rooftop terrace
Concierge
Dry cleaning
Laundry service
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Room features
Suites
Family rooms
Private balcony
Room service
Safe
Flatscreen TV
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Boutique
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Location

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Neighborhood
Former French Concession
While there are technical borders to the area formerly governed by the French in Shanghai, the "French Concession" of today is an amorphous neighborhood that is a favorite of the city's foreign residents. While it is mostly within the Xuhui district, residents will sometimes include parts of Jing'an and Luwan in their mental maps of the Former French Concession. The area seems frozen in time, characterized by quiet, tree-lined avenues, French-style villas, interesting boutiques, lively bars and quaint cafes that are not typical of China. All of these mix and mingle with local life as Chinese markets and lanehouse communities are peppered throughout. Denizens of the Former French Concession can spectate a mahjong game on the street or get their bike checked at a tiny bike repair store on the way to their refurbished apartment tucked away among Chinese family homes.
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750Reviews
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75Room tips
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Popular mentions
This hotel has well done and well maintained decor and there has been careful attention to the detail in both the room and the public areas. For example, at the desk in the room a staking box containing the computer wires. However, there are a number of other quality hotels within the Marriott/SPG/Ritz brand alliance I could recommend which are far superior in terms of both the service and the decor for the same price or less in Shanghai. The staff try very hard, but considering the price and the level of luxury they are trying to showcase, it just is not good enough. Here are a few examples: - At check in the details regarding high member status benefits were not mentioned and I had to ask - At both breakfast and evening cocktail hour there were food areas that went empty for a while before being refilled. When questioned at the evening cocktail hour by me the staff said “later” as an answer for when it would be refilled - The breakfast buffet selection is nothing special - At the gym, the staff checking in merely greeted me. I was not offered headphones unless asked. I was not shown where to go for any purpose of my visit there. - In the gym, the equipment was not maintained often. I saw empty water bottles and used towels on other cardio machines and there were not enough attending staff - A so-called life guard was present for a short period of time at the pool. He wore street clothes and had shoes on. Read a book or his smart device when sitting in the life guard seat and left after several minutes - Details regarding the decor as it relates to service was not well thought through. For example, at the evening cocktail hour, the covers for the food were huge and then there was no room to put your plate down when serving yourself - Another surprising feature is that there is no business center; however, the staff direct you to the one computer that guests can use; however, the printer is incredibly inefficient because it prints one page and then had to do its cleaning before printing another page, so if you have several pages to print be sure to allow ample time.
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I have stayed before a year ago and chose hotel mainly for its very convenient location on Hengshan Road in the middle of the Former French Concession. Location is still great with little competitors in the vicinity. Also, non-alcoholic beverages in the mini bar are free. However, hotel is becoming more and more worn and dated and for the price they charge needs an overhaul very badly. We had a suite and an additional double room. Room carpets are filthy to the extent I did not walk without shoes. Walls and fixtures in the bathrooms have scratches and stains. Chairs in the breakfast room were old and filthy. Service can be improved either. Check in took some time. When we asked about postal services, front desk said, there is a post office down the street. Never experienced that in a 5 star deluxe hotel. To be fair, they offered a suite upgrade for my next stay when I complained, but I doubt I will return until they have refurbished rooms and public spaces. Three points mainly due to excellent location.
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Response from Marcom_12HSLC, 公关经理 at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai
Responded 5 days ago
Dear valued guest, Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. On behalf of the hotel management, I would like to express our sincere apologies to you for your experience during this stay. It also shows that there is still a lot of room for improvement in our work, and we will take corrective and supervisory measures to improve our service and facilities. Hope to have the opportunity to serve you next time. Best Regards
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Thats my experience, to get room service order ice or a buggy takes at least 2 telephone calls and a wait of almost an hour and even then it still sometimes never happens. Once your food arrives you wonder why you bothered.  Don't ask for your duvet to be replaced by a blanket - surely a not unreasonable or unheard of request in the tropics- you will be left with only a bottom sheet and a scratchy acrylic blanket that is too small for the bed and no other sheets! It will then only take 3 telephone calls and about an hour and a half to get the bed made properly. Even if you eat in the restaurants the service is hit and miss. You can order things which are never served but they still end up on your bill. Maybe you could forgive all this - after all it is the tropics and they are charging over RMB1600+ a night. I have stayed in a number of luxury properties all around the world. While they are always expensive they still offer value for money because the service you receive and the exp
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Response from Marcom_12HSLC, 公关经理 at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai
Responded 2 weeks ago
Dear valued guest, Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. On behalf of the hotel management, I would like to express our sincere apologies to you for your service during this stay. It also shows that there is still a lot of room for improvement in our work, and we will take immediate corrective and supervisory measures to prevent the recurrence of such problems. Hope to have the opportunity to serve you next time. Best Regards
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The hotel should be a modern luxury hotel, the outside is stunning, the rooms are well appointed, but something is missing. Sitting in the breakfast restaurant on the top floor, the final luxury touch is missing. The sofa is made from not so expensive man made leather. The floors and walls have the same marble, the ceiling is boring white. One would expect some cool design and play with colors and luxurious, modern furniture. The breakfast table could be in a courtyard. Let’s see my next review we are changing for the rest of our stay to the St. Regis.
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Response from Marcom_12HSLC, 公关经理 at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai
Responded 5 weeks ago
Dear valued guest, Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. Hotel is a creation of Italian architect Mario Botta, whose iconic structures include the San Francisco Museum of Modern Art and Seoul’s Samsung Museum of Art. Carefully incorporated within the low-rise heritage district, the hotel comprises a five-storey contemporary courtyard building surrounding an elliptical internal garden. The façade is dressed in more than 20,000 natural terracotta tiles imported from Italy, a popular trimming on many of the historic buildings in the area. The distinctive interiors are by New York-based cult hospitality design duo Yabu Pushelberg, who also designed St. Regis, San Francisco and W Hotel, Times Square New York. The romantic design mixes cultures and timelines in an “East meets West, Past meets Present” style. A soft, natural colour palette is offset by bespoke Chinese and contemporary furnishings, hand-painted Oriental screens, and soothing garden motifs in the guestrooms. On behalf of the hotel management,we hope to have the opportunity to serve you next time. Best Regards,
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1. When I arrived at the hotel, the bell boy dragged my expensive luggage without the wheels touching the floor. When I complained, he said "Don't worry, this type of luggage should be ok". 2. I asked the Concierge if there are any shops or stores nearby, and he said no. I asked there are not any shops in a downtown Shanghai location? He said "I don't know". I said then why are you even working at Concierge? 3. At breakfast, waitress asked me and my mother what we want to drink. I said coffee. Then she gave us one cup of coffee. I asked why for two people you are giving one cup of coffee? She said, oh, do you need two? I said do guests at this hotel always have to share one cup of coffee?
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Response from Marcom_12HSLC, 公关经理 at Twelve at Hengshan, a Luxury Collection Hotel, Shanghai
Responded Jun 11, 2019
Dear valued guest, Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. On behalf of the hotel management, I would like to express our sincere apologies to you for your service during this stay. It also shows that there is still a lot of room for improvement in our work, and we will take immediate corrective and supervisory measures to prevent the recurrence of such problems. Hope to have the opportunity to serve you next time. Best Regards
Read more
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PRICE RANGE
$168 - $302 (Based on Average Rates for a Standard Room)
LOCATION
ChinaShanghai RegionShanghaiTianping Lu (Tianping Road) / Former French Concession / Puxi (Downtown Shanghai) / Xuhui
NUMBER OF ROOMS
171
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