Hyatt Regency Hengqin

Clean and spacious room with gigantic bathtub. Great service from janitors and room services. Breakfast was great on Day 1, family feel satisfied, plenty of food choices with above average quality. Downside was the pastries were not kept warm and that some food are not refilled fast enough to catch up the guest flow. However, we were triaged to 4/F on Day 2 where I believe the lounge is at. Food choice drastically decrease as compared to Day 1, food was cold (e.g. steamed buns are kept warm only with pot with hot water underneath which was not constantly heating up), very crowded, much of our favorite food are not there as well. We were very disappointed and expressed it to one of attendants there. They explained why we are directed to 4/F (which we already know) and admitted that the food choice is less here and offered to help take some of the food we want from downstairs. After the breakfast, they also called to apologize and offered us some fruit, pastries and cold drinks to takaway during our checkout and even a ticket to admit to the children playhouse (but we are not taking it because we are leaving). I can feel their eager to follow up and trying hard to compensate something to us which I think is satisfactory. Overall it is a great stay and I guess the hotel need to improve how to plan ahead if a surge of guests is foreseen.

Over the top service with this exceptional staff at reception Aurora! I booked 2 rooms (a 2 bedroom suite and a one king family room). We were able to check into our 2 bedroom suite at 11am and Ms Aurora explained that our second room will be available in about an hour. She even gave us her WeChat and informed us when our room was ready. We needed to book shuttle bus from hotel to Chimelong for 11 people and she helped us over WeChat as well. Thank you Aurora, we will definitely come back again!