St Regis Hotels in Zhuhai

Booked 2 king rooms for a short stay with my family. Upon arrival at the hotel I was informed that one of the rooms wasn’t ready, not a problem since we did arrive a little early. Staff graciously asked us to wait as they’d push housekeeping to clean the other room and make sure we could have 2 rooms next to eachother. The rooms themselves look fantastic, the decor is looking a bit worse for wear in places (lots of scuff marks and paint peeling of doors) but the views of Macau are to die for. However I do have serious concerns about the hygiene and cleanliness of the property. Upon entering into my room I smelled a strong tobacco smell, even though it was a non smoking room. The windows both in the living room and bathroom were all smudged and greasy with fingerprints and where people had been leaning against them. I thought maybe this was an oversight from housekeeping but upon checking the other room my family was staying in, I saw that the windows there were just as dirty on the inside. Next were the dead cockroaches in the vase next to the door. These had obviously been there for a while since there was dust on them. How housekeeping could have missed them is beyond me since it’s so obvious and the (empty) vase is located right in the middle of the hallway. The absolute worst however was the wooden box that held the amenities in the bathroom. The box was absolutely disgusting, it was full of dust and had hairs in it from previous guests. When I removed a toothbrush I actually saw little bugs crawling all around the box (see red circle). In my opinion this is not befitting a hotel of this standard and price range. Upon checking out the next day I mentioned these hygiene issues to the lady at the desk who spoke perfect English but didn’t seem to care that much. She gave a very “standard” response saying “I’ll tell housekeeping, I hope you’ll try us again next time”. Zero acknowledgment that this complaint would be taken seriously at all. Unfortunately this is not the kind of response one would expect from a hotel of this caliber. A real shame since other than the obvious lack of proper cleaning of the rooms, the hotel itself is wonderful. The staff is very accommodating and generally speak good English. For a St Regis, the pricing is also very agreeable.