I will be arriving this property in Dec with my family of 8, ages ranging from 4 to 70. I have not stayed at this hotel but after reading all the reviews, I have some concerns about the service we will receive. It is obvious that this property's management is aware of all the service issues raised by the reviewers and has taken the time to address them but I can't help but notice that guests continue to complain about similar issues (unhelpful staff, poor maintenance of public areas, inattentive service, etc). I'm sure this is not a good forum for discussion but I want to make sure management reads this and addresses future guests' concerns and reservations about staying at this property. Have all of these issues really been addressed and how is it addressed?

We were there from Nov 1st. till Nov 4 th for relaxing some days after a long business trip through China.

Our experience:

Positiv:
- very good location
- nice poolarea, nice beach
- very clean (except deckchairs)
- very good Italian restaurant
- very close to HKG and Shenzhen

negativ:
- 95 % of the staff is not able to speak and to understand enough English to serve foreign guests
- most of the staff are not motivated to do a good job
- no WLAN-WIFI in the room, only cable, so no iPhone use was possible with foreign SIMcard.
- no or too low A/C inside the hotel as lobby, floor outside of the rooms, elevators.
- no service at the beach and on the pool or only after especially asking in the restaurant (pool bar was closed). After 2 days we resigned and brought the water from the room with us.
- no towel service in the pool and beach area. Only after several asking we got the information, that we have to pick up the towels by ourselfes in the gym (long ways)
- partialy very dirty cushions (old dirt and dried up food) on the deck-chairs

- dirty plates and glases are not moved away from the pool area within 2 days

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But they can show, that a perfect service is possible too!!!
Go to the Italian restaurant CAPRI. Food is very good but the best is the service there. On 2 days we had dinner there the waitress made an excellent service. We could see, that they were very well trainded by the restaurant manger Svetlana Persova! Congratulations to such staff! If all the staff would have this level the 5 stars would be OK for this hotel.

I stayed here over 5 days and it was a great hotel. Breakfast was wonderful, and the hotel grounds, pools and facilities were top notch.
However and this is a problem I think with most asian hotels. Why dont they aircondition the hallways lifts and lobbies. Our room was fine, (once you put the card in.) but getting in and out of lifts and around the public areas was painfull. I understand its to save power but its a comfort thing and for the room rate I belive this is below par.
Room service, cleaning and laundry services were great.
Also my access cards never worked longer than 2 uses. I needed the reception to fix it at least 5 times.
Cheers

This is probably the lowest quality / price ratio of SPG hotel in China or in this world. Majority of the staff including management was not pleasant and helpful.
Although the hardware of the hotel was contemporary and nicely built, they were poorly managed:

1. 3 light bulbs out of 10 were burnt out with nobody cared.
2. Two clocks in the swimming pool were stopped running.
3. And the most unbearable, the pool water was like vegetable soup with thousands of tiny fragmented leaves. My daughter then suffered skin allergy. When I reflected this major problem to the top management, he did not care to investigate but bluntly replied that they made no compromise in the quality of swimming pool water. A fool never learns and I could understand why the management was so poor.
4. They were terribly lean and mean and tended to offer no extra benefits to loyal customers of SPG like platinum member. When I first asked for extended check out time, they "generously" offered the standard platinum member's privilege of 4 pm check out.
5. The central HVAC was powerful enought but this beast was out of control. I was an HVAC engineer and could not control the room temperature to a comfortable level and liked staying in a freezer.
6. The elevators were over duty and my experience record high was waiting for over ten minutes. Your room card in triggering your buttom push to reach your room never work well, dumb stupid!

Yet the occupancy rate was high because of the summer vacation season. I guess that this was one of the reason why the management was so arrogant and indifferent to customers' satisfactions as they have bottom line to report anyway. I am curious to know their occupancy during winter time when their selling point, the private beach is out of question.
If you have a choice in other hotel in Dameisha, avoid this SPG hotel being the worst SPG hotel I have ever stayed worldwide. While I have written good and commendable reviews on other hotels in SPG like Rome St Regis and Paris Le Meridiesn Etoile, this SPG hotel is a rotten egg in SPG basket and a shame too.