Hualuxe Shanghai Twelve At Hengshan By Ihg

“Good service and friendly hotel with good breakfast”

I stay 2 days at this hotel with an upgraded suite! The room is super comfy and the service is good specially at their restaurant for breakfast! Happy to come here again!

“Spacious Rooms; Poor Service”

The best thing about this hotel is its spacious rooms. The location is inside the Xuhui area, which overlaps with the former French Concession. It's a pretty area, with tree-lined streets and mostly western cuisine eateries. The room stay experience, however, was not great. The automated toilet s… more

The best thing about this hotel is its spacious rooms. The location is inside the Xuhui area, which overlaps with the former French Concession. It's a pretty area, with tree-lined streets and mostly western cuisine eateries. The room stay experience, however, was not great. The automated toilet seat in one of our room only opened half way then slammed shut, hitting you as you try to sit. The hot water ran out at night in the other room at night. The light switches are not well labeled and difficult to use. The service, however, was the worst part. We arrived at 12:30 and the rooms were not yet ready. We asked to store our luggage so we can go out to lunch. Instead of asking the bell service to come, the front desk (Tyler Jin) told us to walk our luggage back to the front ourselves. He then told us we'd be called when the rooms are ready. When we still didn't get a call at 2:30 (past the 2:00pm checkin time), we returned and asked for status, and were told only one of the two rooms was ready. Ultimately, they found two rooms on the same floor (but not adjoining as we had hoped) that were ready. Throughout this process, Tyler (who was the front desk manager) refused to make eye contact and never uttered one work of apology. Truly astonishing inability to engage with customers. The hotel property is large, yet devoid of service personnel. You often can't find anyone to ask questions or get directions. When we called to ask for firm pillows, the customer service didn't know what to do. We then asked "what kinds of pillows do you have?", she rattled off a few options, including foam. When we said: "Yes, we'd take the foam pillows", she said: "I have to ask if we have them..." So we asked her to call back and let us know. She never called. I would not recommend this hotel.

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“Boutiqish hotel in a great location”

Excellent location and service (except for cleaning) at this hotel. Room designs/execution are not the best though: carpet on the floor looks dirty, blinds and curtains only completely open or close - no half way option. In fact,. A little suspect of the cleaning - throughout my entire stay there … more

Excellent location and service (except for cleaning) at this hotel. Room designs/execution are not the best though: carpet on the floor looks dirty, blinds and curtains only completely open or close - no half way option. In fact,. A little suspect of the cleaning - throughout my entire stay there was someone's old dry contact lens on the floor. I was curious if it will get cleaned up during my 4 night stay, but it never did. Other than that, good experience. I wish the sauna worked in the health centre.

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