The St. Regis Zhuhai

The pool is nice, but it was so crowded with families and noisy kids most of the time that relaxing there felt impossible. The gym was disappointing too, with very little equipment. When I went, staff let groups in wearing street shoes and carrying backpacks, and some people were fully dressed while taking up the few machines. It felt like a zoo, and I left annoyed. Breakfast was another struggle. The buffet was packed, part of the area seemed closed, and people were jostling around the food. It was understaffed, the coffee tasted terrible, and the selection was only average. There was no smoked salmon, and the oatmeal was low quality with a prison-food-like consistency. There were noisy groups there too, so it wasn't relaxing. The rooms are spacious and nice, but on our two-night stay the heating on the air conditioning didn't work properly, even though it was quite cold outside. I asked for help and nobody from engineering showed up. The climate control had been causing me problems throughout the stay. The QR code ordering through the app didn't work at all either, and nobody picked up when I called housekeeping or in-room dining. Staff seemed inexperienced with guest service. Even something as simple as ordering coffee at breakfast or at the bar went nowhere: they'd take the order, walk off, pass our table a few times, and forget it. Without reminding them, I might still be waiting for my coffee two days later. I also tried to book the Italian Restaurant through the concierge app. I asked what time they could confirm, and got only an “ok” in reply, which left me confused, so I didn't bother going and ate elsewhere. The hotel feels like it is trying to present itself as a real five-star property but can't meet the image it markets. As a Bonvoy Elite member, this isn't the standard I expected. Unless you're visiting the exhibition next door, the location is awkward. There's a rather lousy, half-finished shopping mall nearby, and some buildings are still under construction. For international visitors, the Wi-Fi is a disaster. The firewall blocks Google services and some news sites, and even WhatsApp doesn't work. Open, uncensored internet is essential for business travelers at a hotel like this. Frankly, it was a very average experience.

The breakfast was the highlight of my weekend at the St. Regis Zhuhai. There was a generous mix of Western and Chinese food, and the fresh noodle station is a must. The noodles were cooked to order and tasted fresh and delicious 😋 Our harbourview room was incredibly spacious and elegantly designed. Along with the hotel's grand, luxurious decor, it left a lasting impression. The butler service made us feel genuinely pampered too. They prepared tea and coffee the way we requested and brought them to our room efficiently. For this level of luxury and service, the value was outstanding. I've stayed at other St. Regis properties, including Bangkok, Osaka and Washington, and this one was by far the best 👍🏻👍🏻👍🏻

The only bright spot was the butler's quick help. The front desk staff seemed unprofessional and lacking in empathy, and the rooms marked “non-smoking” smelled of cigarettes. It didn't meet STR standards, and the experience was disappointing.

The facilities were in such poor condition that it was shocking for a hotel that opened fairly recently. In my room, the shower gel hadn't been refilled and the bathtub drain was broken, so the water wouldn't hold properly. The steam room and whirlpool, which are meant to be complimentary for guests, were also badly neglected. The towels were badly stained, the whirlpool water wasn't hot, and the steam room wasn't warm. I had picked St. Regis Zhuhai for my dad's birthday, and as a long-time Marriott Bonvoy member I usually book through the app. At check-in, I saw a suite available in the app and asked about upgrading. Staff said their system wasn't updated because a team member had already left for the day, which made no sense at a five-star hotel. When I asked what would happen if I booked online myself, they couldn't give me a clear answer. They eventually offered complimentary breakfast, but handled the whole thing poorly and unprofessionally. It also took almost an hour for my luggage to arrive after check-in. Only two staff members were dealing with a crowd at that point, though later in the evening there were clearly more people available. At the bar, nobody greeted me or offered help until I went up to the staff myself. Jim, the Assistant Director of F&B, was the exception. Toward the end of the night he was genuinely attentive, and he's the only reason this isn't a complete one-star rant. This property doesn't live up to the St. Regis brand at all. The maintenance, training, and service were disappointing, and I wouldn't recommend it to anyone expecting the luxury and standards associated with St. Regis.