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Reviews of HUALUXE Shanghai Twelve at Hengshan, an IHG Hotel

5 out of 5
HUALUXE Shanghai Twelve at Hengshan, an IHG Hotel
12 Hengshan Road, Xuhui District, Shanghai, Shanghai

Reviews

8.8

Excellent

Rating 10 - Excellent. 56 out of 105 reviews" "
Rating 8 - Good. 38 out of 105 reviews" "
Rating 6 - Okay. 6 out of 105 reviews" "
Rating 4 - Poor. 3 out of 105 reviews" "
Rating 2 - Terrible. 2 out of 105 reviews" "

9.2/10

Cleanliness

9.0/10

Staff & service

9.8/10

Amenities

9.0/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

2/10 Terrible

Jay

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
One of the worst stay in my hotel experience. Hotel and amenities are fine and nice but hotel refused to turn on AC while the rooms are scorching hot, humid and stuffy. I get it, its april and still cool outdoor but indoor is a separate story. I was waking up covered in sweat, drenched and yet they still refuse to turn on the AC. Their reasoning is that they would have tovturn on the central AC and would be the entire floor, not just my room, which doesnt make sense to me. Other guests can choose to turn off if it is cold. Would not choose this hotel again as there are plenty quality hotels available in shanghai

8/10 Good

Sandesha

Travelled with partner
Very good location, staff and clean rooms.
Stayed 1 night in Mar 2024

10/10 Excellent

Shelly

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient location, like their breakfast. The option for dinner could be improved.
Stayed 12 nights in Oct 2023

10/10 Excellent

Kate

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful hotel. Excellent location, across from the subway, and incredibly helpful staff!
Stayed 7 nights in Mar 2023

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel is relatively new with very good location
Stayed 3 nights in Nov 2021

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good architecture, lukewarm services.
Well designed architecture and rooms. But the front desk staff were not earnest about the prices needed for the paid room upgrade.
Stayed 1 night in Jul 2020
Response from Marketing Communications Department on 5 Aug,2020
Dear Anonymous, thank you so much for your review of our hotel. We're glad to hear that you like our hotel & room. The new-built 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. We look forward to seeing you again soon.

4/10 Poor

Verified traveller

Business traveller
Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service
there was mold in the sink, no swimming caps provided and wasn’t let into the pool. most staff doesn’t understand english
Stayed 2 nights in Nov 2019
Response from Marcom Manager on 25 Nov,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.   We apologize for the room and the service didn't meet your expectation in recently staying. The feedback has been shared with the hotel management to ensure we consistently deliver upon guest expectations. We will improve our service and quality which will elevate the guest experience so we can continue to create new memories with valued guests like you.   Thank you for choosing us to accommodate you during your travels. We hope to see you again whenever your travels bring you back to Shanghai!   Sincerely, Marcom Manager

8/10 Good

Verified traveller

Stayed 1 night in Oct 2019
Response from Marcom Manager on 21 Oct,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. We will keep provide better service for you during you next stay. Please let me know when your travel plans bring you back to Shanghai. Best Regards, Marcom Manager

8/10 Good

jean

Liked: Cleanliness, property conditions & facilities, room comfort
difficult to get a taxi
Stayed 1 night in Sep 2019
Response from Macom Manager on 11 Sept,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. We sincerely hope to provide a satisfactory experience for each guest. The hotel is only a few steps away from the Hengshan Road station of subway line 1, and you can easily visit the whole city by the subway. Meanwhile, our concierge can help you call taxi when you need. We will keep provide better service for you during you next stay.Please let me know when your travel plans bring you back to Shanghai. Best Regards, Macom Manager

6/10 Okay

JUNYA

Liked: Room comfort
OK hotel in Shanghai
Used 4 times but this hotel was just OK. Nothing special. Reception can be crowded and slow. Service was good but the room was just about OK and clean. Area was not bad. Some shops but nothing special. This hotel is good for a very short stay. Wouldn't recommend long stay.
Stayed 3 nights in Oct 2018
Response from 公关经理 on 3 May,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. We will keep provide better service for you during you next stay. Please let me know when your travel plans bring you back to Shanghai. Best Regards, Macom Manager

8/10 Good

Darren

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Feb 2019
Response from Marcom Manager on 27 Feb,2019
Dear valude guest, Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. We will keep provide better service for you during you next stay. Please let me know when your travel plans bring you back to Shanghai. Best Regards, Director of Marketing & Communication

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pleasure stay
Stayed 1 night in Feb 2019
Response from Marcom Manager on 2 Mar,2019
Dear valude guest, Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. We will keep provide better service for you during you next stay. Please let me know when your travel plans bring you back to Shanghai. Best Regards, Director of Marketing & Communication

6/10 Okay

Snir

Liked: Cleanliness, room comfort
Disliked: Property conditions & facilities
Underwhelming room in a nice hotel
We were very excited to stay at the Twelve at Hengshan. When you first come in you are impressed by a great looking lobby. Our first disappointment was to learn that the pool was out of order without much of an apology. We proceeded to the room expecting a luxurious room but were again disappointed. The bathroom is in fact very nice but the main room itself was very underwhelming. It was a large room but the decor and style were quite lacking and i would not call this a luxury room in a luxury hotel. The concierge was not very helpful either when we were looking for restaurants (didn't know about the ones across the street) or when we needed help with a taxi.
Stayed 5 nights in Dec 2018
Response from Marcom Manager on 17 Jan,2019
Dear guest, Thank you for choosing to stay at the Twelve at Hengshan, a Luxury Collection Hotel, Shanghai and providing your honest feedback to us. We are very sorry for the room and the service didn't met your expectation in recently staying. Rest assured, the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations. Despite this unfortunate situation we do hope that we shall have the pleasure of welcoming you back in the future. Please let us know when your travel plans bring you back to Shanghai and we are glad to arrange an upgraded nice room for you. Thank you for your comprehension. Macom Manager

8/10 Good

y

Liked: Cleanliness, staff & service, room comfort
Stayed 2 nights in Dec 2018
Response from Marcom Manager on 9 Jan,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. We will keep providing qualified product and service for you. On behalf of our entire team at Twelve at Hengshan, we thank you for your business and wish to have the pleasure to welcome you back in the near future. Sincerely. Fiona Cao Director of Marketing & Communication

8/10 Good

Verified traveller

Great location and neighbourhood. Super convenient connecting to Line 1 on the metro being right next door. Very good detail in design and overall a quiet hotel during my stay
Stayed 1 night in Nov 2018
Response from Marcom Manager on 9 Jan,2019
Dear valued guest, Thank you for your feedback on your recent stay with us. Hotel is situated on Xuhui District, just 1 minutes walking distance away from metro station 1 line and Yong Pingli. We are happy to hear that you were satisfied with our hotel. All of our hotel staffs are looking forward to seeing you in the future! With best regards, Fiona Cao Director of Marketing & Communication

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very modern room, love the light system. Great bed, only issue was a toilet that ran all night
Stayed 1 night in Nov 2018
Response from Marcom Manager on 9 Jan,2019
Dear valued guest, Thank you for your kindly comments regarding our hotel's service and products. We appreciate your valuable feedback and necessary action would be taken. Once again, thank you for stay with us and looking forward to welcome you back again. Sincerely. Fiona Cao Director of Marketing & Communication

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good stay, wish it was better
Very nice room with good amenities, very comfortable. Convenient location, pretty streets in the neighborhood. Very peaceful garden. The pool area is beautiful. Room service is not so good, and expensive. Many bars nearby at night, but not enough eateries for a quick and good bite.
Stayed 4 nights in Oct 2018

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
An oasis on Hengshan Road
This is a great hotel located in a chic part of Shanghai close to both Xujiahui and Jing’an Temple. Hotel itself is very new, modern, well appointed. The staff professional and friendly. Every reason to want to return, and I will
Stayed 1 night in Oct 2018

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2018

10/10 Excellent

Hoi Ling Vivian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2018
Response from 公关经理 on 24 Aug,2018
尊敬的“Hoi Ling ”客人，您好，感谢您在百忙之中与我们分享您的感受，得知您对酒店表示满意，我们感到非常荣幸。如您在入住期间有任何意见或建议，欢迎致电酒店，我们将竭诚为您提供力所能及的贴心服务，确保您每一次入住都是一次难忘的经历。您的满意也是我们的动力所在，酒店全体员工期待您的再次光临。顺祝商祺 酒店市场传媒部 敬上

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Love the spacious room and all the decoration, elegantly fashionable. Staff are friendly and professional. The only thing that could be improved is perhaps the breakfast offering - priced at RMB 250+ per hard I would expect a bit more varieties and better quality.
Stayed 1 night in Jun 2018
Response from Marcom Manager on 7 Aug,2018
Dear Valued Guest， Thank you very much for this kindly review of Twelve at Hengshan The Luxury Collection Hotel and it was our sincere pleasure to have you with us recently. I'm pleased to learn your feedback on our hotel's facilities, service and breakfast. We will enhance our F&B quality and keep providing qualified product and service for you. On behalf of our entire team at Twelve at Hengshan, we thank you for your business and wish to have the pleasure to welcome you back in the near future. Best Regards

4/10 Poor

Verified traveller

Liked: Cleanliness
Disliked: Staff & service, room comfort
I actually sleept on the floor!!
I actually sleept on the floor! This is an expensive upbeat hotel, but their beds are super soft, so soft that it actually start hurting my back. In the end the staff couldn't help me out so I ended up sleeping on the floor. After I told the staff if they could provide extra blanket because I was forced to sleep on the floor, they didn't seem to particular mind this as they made no fuss or anything about one of their guest was sleeping on the floor. In fact once I told them I had to sleep on the floor they smiled and said "ok"
Stayed 1 night in Jun 2018
Response from Marcom Manager on 7 Aug,2018
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. We would like to express our most sincere apologies for the problem about sleeping on the floor during your stay with us. We really aslo hope to provide the a satisfied stay experience to every guest, so we will enhance room facilities and staff training for you next stay. Thank you for the comprehension. Once again, We truly hope you would give us another chance in the near future to showcase our property in a more professional way. Please let me know when your travel plans bring you back to Shanghai. Best Regards

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay
Very helpful and accommodating despite the language barrier. It is nested in a very nice neighborhood.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A beautiful first class hotel in an off the beaten track area. The highest tech hotel room I’ve ever seen. Great beds. Skip the overpriced breakfast.
Stayed 2 nights in Mar 2018

8/10 Good

Verified traveller

Liked: Staff & service, property conditions & facilities, room comfort
Likely to return
We arrived a day later than expected and only ended up spending 1 night. The check-in agent was very understanding and arranged an room upgrade for us. The room was very spacious and comfortable. However the room smelled like smoke when we arrived despite it being a non-smoking room. We had to open the balcony door to let the air in, but ti was also freezing outside (4 degrees Celsius).
Stayed 2 nights in Feb 2018

8/10 Good

Giulia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Work trip to twelve at hengshan
Hotel is very clean and comfortable and pretty. Only quibble is that the food is quite expensive and not amazing (but still good)
Stayed 4 nights in Jan 2018

10/10 Excellent

Yue

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent
great staff, service and location. Facilities and decorations are almost brand new.
Stayed 2 nights in Dec 2017

10/10 Excellent

John Mak, Hong Kong

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient
Good, Safe and Convenient The staff are friendly and professional
Stayed 2 nights in Oct 2017

8/10 Good

Darren

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel in quiet neighborhood
Hotel staff were friendly and very helpful. Rooms were very comfortable and well maintained. Gym is very good but spa was closed so didn't see that. This hotel is in a very quiet neighborhood and getting to the city center takes 30-45 mins in a taxi.
Stayed 2 nights in Sep 2017

6/10 Okay

Stephanie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Turn on the lights
I got in very late 1:00 AM. The lights were off there was not a soul in sight. With the front desk being off to the side I had no idea if I was even in the right place. To be fair I was only in the hotel for about 7 hours. To sleep shower and leave.
Stayed 1 night in Jul 2017

8/10 Good

Cindy, Minneapolis

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient!
The hotel is in the old French quarter of Shanghai which has lovely trees, and is close to a beautiful park and convenient subway.
Stayed 5 nights in Jun 2017

10/10 Excellent

Vickie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great for business travel
This hotel is truly amazing down to every last detail. Clean, comfortable beds, room are nice and spacious and the food is fantastic. Just be sure you request a room NOT facing the nightclub next door or you can forget about sleeping...they blast their music until 5am. I had to switch my room due to this. The hotel gave me 3 pieces of chocolate for the inconvenience which didn't compensate for a lost nights sleep but everything else here is fantastic.

8/10 Good

Elizabeth, Korea

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beautiful hotel in quiet area.
I stayed her for 5 nights. I wasn't sure about the location but liked the photos on Expedia. The hotel is beautiful. The staff is amazing. There were a few things I wasn't happy about. The first one is the pool. The water was really cold, and the water in the hot tub part was not hot. Seems trivial, but the pool was one of the reasons I chose this hotel. Secondly, we wanted to try the buffet, but it was not available. May have misread the in room information, but we were disappointed. A BIG problem which is not the hotel's fault is that getting a taxi in this area is a nightmare. It took us at least 20 minutes on two occasions to get a cab, once with the help of a staff member. Very frustrating. I am not sure why this is, but it is.

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

10/10 Excellent

canadian goose, US

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Definitely coming back!
This hotel is located at the heart of the French district, best of Shanghai. Within walking distance to nice restaurants and subway. We asked the hotel to arrange airport pickup, they sent a nice Mercedes. When we arrived, someone walked us straight up to our room, while others helped with luggage. Room was huge and clean. The architecture is comtemporary. Breakfast buffet was i think $40/ea, it was an extensive buffet with Eastern and Western choices. We used the pool- heated and HUGE! And clean. While we were swimming 3 lifeguards were there watching for us. Overall the service was EXCEPTIONAL throughout. Staff is fluent in English. We also took some time and had a tea time in the courtyard. Was a very nice experience. I will definitely stay here again next time we are in Shanghai!!
Front door of hotel
The huge heated pool
The hallway outside our room.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

10/10 Excellent

JB

Liked: Cleanliness, staff & service, room comfort
So Luxurious!
Amazing! Just amazing! You will not regret spending your time in Shanghai at this hotel.

8/10 Good

Ellen E, Suzhou

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Cold buffet food and language difficulties
I selected this hotel based on it being a Starwood property and being close to a restaurant where an event was being held. Thank goodness I used my free Hotels.com rewards because if I had paid the going rate, I would have been very disappointed. Like most upscale hotels in China, the language differences cause issues. I needed to borrow a curling iron which was listed as one of the items available to borrow in their English and Chinese guide. It took 30 minutes, multiple phone calls, people confusing "curling iron" with a regular clothing "iron" and me actually miming twisting my hair around my finger to get the point across. The buffet breakfast was also copious but not great quality...Why can't these hotels learn how to keep buffet food warm? I also asked for a soda with my meal for which I was charged an exorbitant amount even though that same soda would have been free in my room's mini-bar...

10/10 Excellent

Neil, Shanghai

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best hotel service in China
Just one night on our new neighbourhood and a great experience from superb, friendly service from all staff to helpful permission to delay check out. Smart hotel, excellent well equipped room and great, varied breakfast. The gym, spa and pool all looked fantastic too.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely boutique hotel
Wonderful & classy boutique hotel with large room and bathroom. Comfortable & quiet. Excellent breakfast buffet. Highly recommend this hotel.

10/10 Excellent

Nadia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

6/10 Okay

Maggie, UK

Liked: Cleanliness, property conditions & facilities
Overall ok but has nothing to do with Luxury
Feels like a Normal 4 star standard hotel, it's ok to stay a night or two but don't look at details nor expect it to be urban resort of any sort. For the price paid one definitely got too many better choices in Shanghai, doesn't make sense why they claimed themselves Luxury.

10/10 Excellent

QUSH

Liked: Cleanliness, staff & service, room comfort
Great hotel in a great location
It was close to many good restaurants. This hotel is clean, peaceful, offers refined decor and a helpful staff.

10/10 Excellent

Irene, HONG KONG

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It's a Hotel I would receommend to friends!
I only got problem with the pillows, using one is too flat, stagging up 2 is too high..... Other than that, my remark is very good staff & services, and excellent room size and set-up. location is perfect as it got metro exit right next to hotel entrance, and there are a lot of nice F&B outlets nearby!

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

8/10 Good

Roman, Hong Kong

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Location close to shopping area
Overall it is a very good hotel. Location close to shopping area, not far from the Bund. Neighbourhood ok, great staff very helpful.

10/10 Excellent

Jason, Shanghai

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good hotel with great amenities (pool, gym + spa)
The staff were very prompt, courteous, and spoke great English. The hotel design is spectacular from the onset of when you walk in, and the rooms were well furnished, comfortable, and roomy. The minibar has some things which are complimentary, and some that are not, but the selection of drinks and juices, and the in-service welcome fruit/biscuit delivery was more varied than any other of the dozens of luxury hotels in Shanghai that I’ve stayed in. What separates this hotel--by far--is its gym, pool, jacuzzis, and the sauna & spas. The gym is well equipped for cardio and also heavy weight lifting, and the pool is sizeable enough for lounging or laps. There is none of the "you must wear a swimming cap" nonsense that you find in a lot of other swimming pools around china. Plus, there are jacuzzi pools (hot & cold) around the swimming pool area. The sauna and spas are on a separate floor, but the combination of lighting and music make them very relaxing experiences. Also conveniently located to the Hengshan metro station (literally, almost adjoining), and is a stone's throw from many nice restaurants around the French Concession area. I would, however, recommend against visiting the bars on Hengshan road because they're known for being shady. Downsides of the hotel: the ground floor has a beautiful entrance space, but the remainder of the ground floor are luxury brand shops and enclosed areas, which makes the hotel seem a little pretentious. Can't think of any other downsides.

8/10 Good

am

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
very good customer service
better than another boutique hotel , room was huge and comfortable

10/10 Excellent

XY, Seattle, WA

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
One of the Best
This is one of the best 5 star hotels I've stayed in Shanghai. In the neighborhood of foreign embassy offices, the hotel is in a first-class location in terms of access to shops, restaurants and transportations. The downside is traffics can be bad during rush hours, but it was not an issue for me. The room is huge for a regular room and is clean. All checkin and checkout process was smooth and the hotel staff were very courteous and polite. I just love this hotel, quiet and well located. I didn't try the food in the hotel, since we were close to some of the local authentic restaurants. This hotel gives you some real Shanghai feel, which is different from the Pudong Lujiazui area.

10/10 Excellent

Calvin, monterey park

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 8 nights in Jan 2024