Hang Lung Properties brings human-centered approach to business strategy

Chinese consumers have experienced a wide range of high-end hotels, making human-centered service, emotional connection, and thoughtful details increasingly important in setting a property apart, according to Herman Chui, senior director of office, hotel, and residence at Hang Lung Properties.

"Many things need to return to their essence," Chui said in an interview with China Daily. For hotels, this means prioritizing human interaction and creating an atmosphere where guests feel at home, rather than relying solely on luxurious facilities.

The same philosophy underpins Hang Lung's broader commercial property strategy. Through asset renewal and the integration of different business formats, the company aims to turn underused properties into new consumption drivers and build an ecosystem connecting retail, offices, apartments, and hotels.

Wuxi, Jiangsu province, illustrates this approach. The opening of a boutique hotel — namely Xi Zhe Wuxi, a Curio Collection by Hilton — has completed the mix of retail, office, residential, and hotel facilities at Hang Lung's development Center 66 in the city. Office tenants can meet clients over meals, business visitors can stay nearby, and residents can bring family and friends to dine or use hotel services. By meeting different needs in one area, the development aims to encourage longer visits and generate activity beyond shopping.

Hang Lung sees the renewal of other assets in the market as a way to expand in established urban centers where land is scarce and new developments take time. Under its strategy, the company makes selective, capital-efficient investments — such as leasing projects adjacent to its existing properties — to increase scale, accessibility, and visibility, while broadening its range of offerings.

Across the Yangtze River Delta, the company is advancing a pipeline of projects that further strengthens its mixed-use presence. It is converting a former serviced apartment building in Shanghai into a boutique hotel, while developing a West Nanjing Road project combining retail, offices, and hospitality. In Hangzhou, Zhejiang province, a mixed-use development began trial operations in April, with a Mandarin Oriental hotel — complementing Hang Lung's shopping mall and office towers — expected to open in the first quarter of 2027.

Chui said the company remains confident in China's consumer market. By combining asset renewal, complementary business formats, local cultural elements, and thoughtful service, Hang Lung aims to create destinations that encourage consumers to visit, stay longer, and return.