Kempinski Residences Guangzhou

Recent Reviews: 646

• User:amama528

  Trip type: Business

  Insect ridden pillow resulting in bites on face and neck

  31 Mar 2026

  I checked in on March 29th and fell asleep around 22:30. Approximately one hour later, I woke up due to intense heat and itchiness on my face, neck, and hands. I discovered multiple swollen, hard bites. I was bitten on the first night of my two-night stay, with the bites appearing on my face, neck, and hands—specifically on the areas that were pressed into the pillow.I immediately contacted the front desk to report the issue. The staff member initially responded defensively, insisting the hotel maintains high cleanliness standards. I reiterated that I had clearly been bitten and invited them to inspect my condition in person. He eventually agreed to send the on-duty manager.After waiting more than 15 minutes with no response, I called again and insisted someone attend within five minutes, otherwise I would come down myself. While waiting, I sustained another bite. Finally, an on-duty manager named Gary arrived, but he appeared inexperienced and unsure how to handle the situation. He repeatedly stated that the hotel did not have medication available. I had to explicitly request antihistamines and a room change, which he eventually arranged.I also advised that the pillow and bedding should be inspected, as the bites were localized to the areas of my face, neck, and hands that were in contact with the pillow. I was moved to another room and waited approximately 30 minutes before Gary returned with medication. During that time, I used a cold beverage can to reduce swelling and documented my condition with photos.I had to use a cold beverage can to relieve the swelling, which Gary witnessed, yet at no point did he offer to provide ice or any additional assistance.Upon his return, I informed him that one of the room phones was not functioning. He also told me that he had paid for the medication out of his personal funds and asked me to reimburse him via WeChat, which I did immediately. When I mentioned I would send him photos of my bites for documentation, he appeared confused until I explained this would be required for reporting.While Gary was polite, no proactive assistance (such as providing ice or further care) was offered, and it was evident he lacked the training to handle such incidents appropriately.In addition, I was attending a conference during this stay and was required to speak on stage and meet with clients over the following two days while visibly swollen on my face and neck. This significantly impacted my professional obligations and caused considerable discomfort and embarrassment.I requested the GM’s email via WeChat. Each time I asked, I was given a different name that was not the GM. This happened four times. Only after stating I will publish on social media did I receive an email I doubt is correct. Hence, I’m contacting you directly.No meaningful follow-up or compensation was initially offered. I have declined all offers presented to date, as they do not adequately reflect the severity of the incident.This experience falls significantly below expectations for a five-star hotel and is particularly disappointing as this was my first stay with Kempinski.I am currently attending a conference and have booked seven rooms for my team, totaling 20 room nights, with a total spend of approximately CNY 17,800. The front desk attempted to resolve the matter informally, initially offering dinner for one, followed by a CNY 300 discount, reimbursement of CNY 28 for medication, and finally CNY 442.5 (50% off the affected night). I declined all of these offers.This level of compensation—equivalent to approximately 2.48% of my company’s total spend—is not proportionate to the severity of the incident. More concerning is the repeated implication from staff that this was due to my personal sensitivity to insect bites, rather than acknowledging that guests should not be exposed to such conditions in the first place. Tommy Cao, Owner at Kempinski Residences Guangzhou, responded to this review Dear guest, Thank you for taking the time to tell us about your experience at Kempinski Residences Guangzhou. We sincerely apologize for the unpleasant stay experience caused by your current allergic reaction. We take this matter very seriously, and the relevant departments have launched an investigation. All room amenities are replaced for each guest and thoroughly cleaned and disinfected, and no unusual odor was found on the pillows. We sincerely apologize for any inconvenience caused. We look forward to welcoming you back to Kempinski Residences Guangzhou.

  Read more

• User:itsangza

  Trip type: Couples

  This Must Be Guangzhou's Most "Unlucky" Luxury Hotel.

  13 Feb 2026

  In the Liwan and Yuexiu districts of Guangzhou, the number of newly opened luxury hotels in recent years can be counted on one hand. The Kempinski Residences Guangzhou, located in the Taojin business district, is a new face that only debuted in 2020.However, less than two years after its opening, the road in front of it, Jianshe Liulu Road, was cordoned off for subway construction. The originally planned three-year construction period has now passed, yet the barriers still stand. What was once an easily accessible area has temporarily become an isolated island. Fortunately, the project is expected to be completed this year, and the comprehensive rail transit network may reawaken this long-silent neighborhood. But Kempinski's "misfortune" isn't just due to the construction noise. Just a few steps away diagonally across the street is the long-renowned Garden Hotel, and on the other side of the road is the more budget-friendly Atour Hotel. Sandwiched between these two, Kempinski still has a tough time.If we rewind the clock twenty years, before Tianhe Road, Xingsheng Road, and Guangyue Tiandi, Jianshe Liulu might have been one of Guangzhou's most chic, modern, and stylish neighborhoods. Street photographers from P1 magazine captured the trendy figures of handsome men and beautiful women on the streets; holding a cup of bEnsHoP coffee slush was the standard for an afternoon; Lippo Plaza and Friendship Store satisfied desires. In Yi'an Plaza, there was the first branch of Lei Garden Restaurant and a Watson's that was not yet widespread. The Good World Plaza gave birth to Guangzhou's first Starbucks, and later, Jianshe Wulu welcomed the then-nationally popular 24-hour Starbucks. Not to mention the Brazilian barbecue at the Latin Restaurant that once led the trend, and the first store of the speakeasy pioneer Happy Monk, which remains a collective memory for many born in the 80s and 90s.Today's Kempinski has seamlessly transplanted German restraint and poetry into the vibrant atmosphere of Lingnan. The owner directly brought in two "Audemars Piguet Grand Clocks" as spiritual pillars—one standing at the entrance, the other hanging in the gym. The "Lady in Red," now rarely seen in China, is still present here, continuing the century-old brand's sense of ceremony. The guest room lines are clean and sharp, the furnishings precise like clockwork, with meticulous details and no redundancy. A single rose leaning on the side table in the living room injects a touch of warmth and tenderness into the space. The accommodation, equipped with a balcony and kitchen, blurs the boundary between hotel and home, making one almost forget they are in a hotel. Upon checkout, the front desk staff handed me a Penhaligon's amenity gift box. Although it was a small gift, it left a lasting impression on me. Although I haven't stayed there again since, those few nights remain in my memory. Tommy Cao, Owner at Kempinski Residences Guangzhou, responded to this review Dear value guest, thank you for sharing your stay experience of Kempinski Residences Guangzhou. We are delighted to learn that your stay with us was overall enjoyable. And looking forward to welcoming you back. Warm Regards, Kempinski Residences Guangzhou.

  Read more

• User:Xing Chao S

  Trip type: Friends getaway

  This is a good trip.

  22 Jan 2026

  I like the spacious lobby, comfortable rooms, and good service experience. Tommy Cao, Owner at Kempinski Residences Guangzhou, responded to this review 尊敬的客人，您好。感谢您对广州德安丽舍凯宾斯基酒店的分享与点评。凯宾斯基集团来自德国，有着一百多年的悠久历史。广州德安丽舍凯宾斯基酒店以低调的欧式现代设计风格融合广府文化建筑元素，让您在酒店内便能感受到浓郁的广府历史韵味及本地气息。能得到您的喜爱及满意是我们的荣幸，期待能在不久的将来，能再次为您奉上宾至如归的入住体验。恭候您的再次光临，谢谢。--- 广州德安丽舍凯宾斯基酒店

• User:BluePoolRoad

  Trip type: Couples

  Not the most luxurious hotel but definite one of the best service hotel among many we stayed previously.

  17 Aug 2025

  My stay with China Guang Zhou Kempinski was a very memorable experience. It was our wedding anniversary and one of our best stay with any hotels that we have stayed in previously. I have been to many countries in the world and stayed with many different brand of hotels. However, while I have stayed in more luxurious hotel establishment before but it is the GZ Kempinski hotel professional staff and their polite but friendly training that made a memorable stay for us. Frist we need to thank day-time assistant front office manager Tommy Cao and night time supervisor Toby Zou. They were both very professional, helpful and gave us the cozy caring feel. We encountered a couple of promble during our stay and they help us to resolve these problem immediately. The third person we thank you will be the room service staff by the name of Kelly. She did a wonderful job dressing up our bed with rose petals and towel-made swans. They was very touching. Overall, our stay was wonderful and we definitely will recommend GZ Kempinski hotel to our reader as well as our friends. Room: clean and spaciousBreakfast: mostly Chinese food but still have enough western choice to eat. Location: very convenientKeep up the good work! Gaga Tan, Marketing at Kempinski Residences Guangzhou, responded to this review Dear value guest, Thank you for sharing your stay experience of Kempinski Residences Guangzhou. We are delighted to learn that your stay with us was overall enjoyable. And looking forward to welcoming you back.Warm Regards, Kempinski Residences Guangzhou

  Read more

• User:Wangzian

  Trip type: Couples

  Came with High expectations, left satisfied!

  12 Apr 2025

  Great room with the expected Kempinski's reliable cleanliness, size, and facilities. Going to take time to let the surrounding constructions be completed, but still easy to get in and out with local taxi, will definitely come back again if we next go to Guangzhou! Gaga Tan, Marketing at Kempinski Residences Guangzhou, responded to this review Dear value guest, Thank you for sharing your stay experience of Kempinski Residences Guangzhou. We are delighted to learn that your stay with us was overall enjoyable. And looking forward to welcoming you back.Warm Regards, Kempinski Residences Guangzhou

  Read more