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Guilin
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All reviews horizon club shang palace li cafe mini zoo the river horizon room beautiful hotel indoor pool health club chinese restaurant lobby bar dinner buffet main restaurant club room taxi ride the executive lounge tour desk
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Reviewed January 8, 2020

It was so amazing place that I've ever been,
Not just the beauty of guilin but, also the great experience in the restaurant, great food i really like the Indian food that served by chef Zafar. Hes alsso so accommodating and nice to talk with.

Date of stay: December 2019
Trip type: Traveled with friends
Thank TheFoodTriper
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShangriLaGuilinMgmt, General Manager at Shangri-La Hotel Guilin, responded to this reviewResponded January 22, 2020

Dear value guest,

Thank you very much for taking up the time to write in regards of your recent stay. It is a pleasure indeed to receive such wonderful comments from you, and your encouraging comments will be passed on to our team accordingly.

Look forward to welcome you back to Shangri-La Hotel, Guilin in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 29, 2019 via mobile

Stayed for 4 nights over Christmas.

Good:
- If you get a river-facing room, the view of Li river and karst mountains is quite nice
- Staff are friendly and helpful
- The range of kids activities is amazing from a great playroom (with trampolines, ball pits and more), a game room (with a range of video game consoles, arcade machines, whack-a-mole, foosball and more), rock climbing, bumper boats in the outdoor pool, animal feeding at the mini zoo, train rides and more! [Note: these usually cost more unless they are part of your package]
- the hotel set up a tent for our two kids, which they loved and slept in through our stay
- the kids get their own little themed goodie bag with toiletries etc
- breakfast and lunch buffets have a decent variety of options with local and international selections

Not so good
- hotel seems a bit run down in general
- the rush during breakfast buffet seemed to overwhelm the staff and capacity with seating running out and food not being replenished fast enough [and we went during the off season - cannot imagine how chaotic it might be during summer peak]
- bathroom could have been cleaner with a little mould in the shower stall
- the shower head holder was loose and it didn’t hold it in position very well

Date of stay: December 2019
Trip type: Traveled with family
Thank AlaviAamir
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShangriLaGuilinMgmt, General Manager at Shangri-La Hotel Guilin, responded to this reviewResponded January 22, 2020

Dear value guest,

Thank you for taking the time to share your experience and feedback on your recent stay with us. We are glad to hear your recognition for our river view room, staff, kids activities, themed rooms and buffet breakfast and lunch. We do, however, regret to hear we may have missed any opportunities to ensure your stay experience excellent due to the rush during breakfast, bathroom and shower head holder. We have taken note of your comments. Rest assured that actions will be taken to rectify the situation in order to strive for better customer service in the future.
Once again, thank you for your kind comments and regard hotel as the preferred choice of yours in Guilin. Look forward to welcome you back to Shangri-La Hotel, Guilin in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 28, 2019 via mobile

First and foremost, I’m a professional hotel critic and have visited hundreds of hotels across the world in the last two decades, some of which I was working a certain prestigious chains such as the Peninsula.

I have read extensive reviews of this property prior to my visit. There were some concerns or comments around the “dated condition” and construction around it. Some are true but other are relative.

I stayed here when it first opened in 2010. Certain parts were still under construction then (eg indoor pool) and parts of the grounds. The condition then was brand new, with the classic Shangri-La design: grand lobby, Shang palace, and the classic scent. What distinguishes this property is the grounds - thoughts have been put in to construct this as more of a resort than another city hotel. Hardware was excellent then, though service was yet under perfection.

I planned for various logistics for my stay well in advance as I usually do, via communicating with the concierge desk. I find that usually is rather indicative of the service quality and iron out any potential issues.

The assigned concierge was quick to respond, but was not as diligent in the follow up as more questions arise. Upon notification, the GM Sophia Zhang, quickly reassigned another concierge member, Alex, who was prompt and thorough.

Hardware: while certain hardware was not as gleaming as it was a decade ago, the overall condition was extremely well maintained. The Horizon Club rooms were well designed, with excellent views and beautifully kept. The best part was the Horizon Club lounge - the seats were far apart, providing reasonable privacy, all with stunning views of the Guilin city.

Software: this is where the property excels. From the concierge, Bowen, who welcomed us upon arrival, to Merry, the Director of Rooms, everyone was professional and genuine hospitality examples. Best service has to come from the heart, not just training and standards. And even better is when it is representative of the local customs and traditions. The team excelled in that realm, especially those in the Horizon Club, Crystal and Hannah. They would go out of their way to attend and service their guests, no matter how busy they are. I remember asking about the Chinese glutinous rice wraps on another table at the Horizon Club. The team told me it was only served downstairs in the main lounge but would bring some upstairs and any other items we would like, without prompting. That is good service.

Food was overall excellent and of incredible value at the property. I have been to the Shang Palace in different parts of Asia and that in Paris. While quality is good, price is certainly on the high end. The one in Guilin has excellent local dishes and for the Shang staples like the roast goose or the crispy chicken, they were a fraction of what cost in other properties.

Special compliments also go to the thoughts put into the grounds - most plants were labelled, green policy enforced, romantic and lovely walks with Chinese elements throughout the gardens.

All in all, an excellent property which withstands time and upholds the beat of Shang’s standards. Well done team. See you again soon.

Date of stay: December 2019
Trip type: Traveled with family
1  Thank DL601
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShangriLaGuilinMgmt, General Manager at Shangri-La Hotel Guilin, responded to this reviewResponded January 2, 2020

Dear value guest,

Happy New Year and warm greetings from Guilin.

First of all, thank you for taking your valuable time to give us such detailed professional feedback regarding your recent stay in our hotel.

Shangri-La Hotel, Guilin always puts a lot of emphasis on hospitality and customer delights to ensure guests’ comfort. Your encouraging compliments to our team here is the warmest message in the festive season, which I had forwarded to Alex, Bowen, Merry, Crystal, Hannah and shared with the entire team of the hotel.

Meanwhile, your recognition on our food of Shang Palace, grounds and maintenance of hardware will drive us work harder to provide better experience for guests.

Once again, thank you for choosing to stay with us again. Look forward to welcoming you back to Shangri-La Hotel, Guilin.

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Reviewed December 21, 2019 via mobile

It was a flawless stay. Smooth and fast check-in. Room (Horizon Club River View) was nicely decorated. Service and meal offerings at the lounge was excellent. Wide variety of buffet and a la carte breakfast selection at the Club Lounge. Most impressive part of my stay was the service. Everybody is extremely polite and you are always greeted by a hotel staff whenever you walk past them in the hallways. Overall, it was truly a 5 star experience.

Date of stay: November 2019
Trip type: Traveled with family
Thank Ravin P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShangriLaGuilinMgmt, General Manager at Shangri-La Hotel Guilin, responded to this reviewResponded January 22, 2020

Dear value guest,

Thank you for regarding our hotel as the preferred choice of yours in Guilin and taking time to leave your comments. Shangri-La Hotel, Guilin always puts a lot of emphasis on hospitality and customer delights in order to keep our guests have a comfortable stay. We are proud to receive your encouraging comments which will be passed to our colleagues accordingly.

Once again, thank you for your kind comments and regard hotel as the preferred choice of yours in Guilin. Look forward to welcome you back to Shangri-La Hotel, Guilin in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 12, 2019

在11月下旬在住期间,客房服务员(文巧花)在收取待熨烫衣物过程中,发现我的一件衬衫有划破。她主动向我确认是否已知存在这件衣物破损,并提出如有需要可以帮我简单缝补。经我确认之后,熨烫完毕之后送回的衬衫已经缝好。我十分感谢和赞赏她的周到服务。

During my stay in late November, the room attendant (WEN Qiaohua) noticed that one of my shirts was scratched while collecting clothes for ironing. She took the initiative to confirm to me if the piece of clothing was known to be damaged, and offered me a simple sew if needed. After I confirmed, the shirt returned after ironing was sewn. I am very grateful and appreciated for her attentive service.

Date of stay: November 2019
  • Trip type: Traveled on business
    • Value
    • Location
    • Service
Thank zhangchao1027
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShangriLaGuilinMgmt, General Manager at Shangri-La Hotel Guilin, responded to this reviewResponded December 15, 2019
Google Translation

尊敬的宾客:感谢您近期入住桂林香格里拉大酒店。通过您的反馈使我对酒店员工的表现有了进一步的了解。桂林香格里拉大酒店一直以来都把提供令客人喜出望外的服务作为工作的重点。您对我们工作的认可令我本人及酒店全体员工为之振奋。我会非常荣幸地将您的表扬转达给您提名的文巧花。他们的工作真正体现了我们为之努力的香格里拉热情好客,亲如家人的服务理念。再次感谢您的鼓励并将桂林香格里拉大酒店作为您在桂林的居停首选。期待您的下一次光临。

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