__WeChat53690****I can only say this is probably the worst St. Regis hotel in the entire country.
As a luxury brand of the former Starwood Group and now Marriott International, St. Regis has always been a top-tier luxury hotel brand at every stage. And top-tier luxury and sophistication are never just about piling up hardware facilities. The St. Regis Tianjin is indeed ”getting on in years”; opened in 2011, its hardware facilities and conditions have naturally lost their luster and are no longer in their prime. But do soft services also have a life cycle?
The sanitary conditions are as shown in the pictures. There were still food residues on the chaise lounge in the room. The changing room in the gym, especially the shower area and toilets, had unbearable hygiene conditions. Since it's a public area, I didn't take photos.
What's most surprising and unacceptable is the service. St. Regis is famous in the hotel industry for its butler service, and it claims to be a 24-hour butler service, offering basic tea and coffee for 24 hours. Moreover, guests staying in any room type at a St. Regis hotel are supposed to enjoy butler service. However, the butler service at The St. Regis Tianjin seems to have been 'castrated'. When my late-night takeaway arrived at the lobby, I was told the butler was off duty and no one could deliver it to my room. If there's a 24-hour butler service, then what does ”butler off duty” even mean? Why not emulate business express hotels or other ordinary luxury brands that are not as prestigious as St. Regis, and procure delivery robots? At least that would ensure the most basic service.
In this digital network era, everyone uses WeChat to improve communication efficiency and make life and work more convenient. So, the butler service at The St. Regis Tianjin also only exists in WeChat chat boxes. If the service of a luxury hotel can be delivered by typing, then the entire industry probably needs to redefine 'butler service' and 'service'.
The number of St. Regis hotels in mainland China is not large, but it's enough for horizontal comparison. The older St. Regis Beijing, the slightly newer ones in popular cities like St. Regis Shanghai and St. Regis Chengdu, and the even newer St. Regis Changsha – every St. Regis hotel at least lives up to the brand's reputation in terms of service. But The St. Regis Tianjin is truly hard to praise. From check-in, paying the deposit, settling the room fee, the in-stay experience, to checking the bill details at check-out, The St. Regis Tianjin could learn from hotels like Atour and even Hanting under Huazhu Group.
My local friends in Tianjin say that the service at high-star hotels in Tianjin generally isn't great. There's also a popular jest online: ”The St. Regis/Four Seasons/Ritz-Carlton/etc. with the best value for money are all in Tianjin.” One cannot simply lower the quality of service proportionally just because the room rates are lower compared to the same brand in other cities, can they? I will definitely visit Tianjin again, but I will certainly not choose The St. Regis Tianjin again.
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