I’ve been a loyal guest at Andaz Xintiandi Shanghai for quite some time, drawn back again and again by the genuinely warm service, attention to detail, and the way the team always makes me feel recognised and valued. Unfortunately, this stay was a sharp departure from everything I’ve come to love about the hotel, solely because of one check-in experience that left a very bitter taste.
I had noted in advance during booking that I would prefer a high-floor corner room – not a demand, simply a preference that in the past has often been thoughtfully accommodated when availability allows. Upon arrival, I approached the reception and was assisted by Iris. I handed over my passport, and she confirmed the length of my stay. When I politely asked if a corner room might be possible, her response was cold and curt: she told me I had booked a regular king room, that she would not upgrade me, and that if I wanted such a room I should pay more. No smile, no warmth, no attempt to soften the refusal. It was less what she said and more how she said it – she made me feel embarrassed, almost as if I were being put in my place for even asking, as though booking a standard room somehow meant I couldn’t afford better. At a hotel of this calibre, I don’t think any guest should be made to feel that way.
Still taken aback, I was then asked whether I wanted a room near the elevator or not. Already unhappy with the interaction, I said it didn’t matter. She then assigned me what can only be described as the worst possible room – directly next to the elevator on the 16th floor. When I saw the location, I was genuinely shocked. I went straight back down and told her I didn’t want to sleep next to the elevator, and she eventually moved me to a higher floor. Throughout the entire process, there was not a single smile, no “enjoy your stay” – nothing that even remotely resembled hospitality. I left the desk feeling like an inconvenience.
It’s worth mentioning that based on the room rates and availability that day, the hotel was absolutely not fully booked, so this wasn’t a case of simply having no better rooms to offer. It felt like a deliberate lack of care, and it stung particularly because it came from a hotel where I’m used to staff remembering my preferences and quietly making each long stay a little more comfortable – not because I expect a free upgrade, but because that thoughtfulness is what makes a regular guest feel truly welcome. A standard room has always been perfectly fine; it’s the attitude and the willingness to accommodate small preferences that made me appreciate this place so much. This time, that spirit was completely absent at check-in.
What makes this all the more frustrating is that every single other staff member I encountered – and there were many, too many to name – was excellent, friendly, and professional, just as I’ve always known them to be. One day during my stay, I had lunch at the lobby bar, and both the food and service were wonderful. On my departure day, I didn’t even bother with a formal checkout; I simply handed my key to the lady at the reception desk and left. The doorman was, as ever, kind and exceptionally helpful with my luggage. These are the people who reminded me why I keep coming back.
I really do hope the hotel takes this feedback to heart. One person’s attitude at the front desk can undo months of goodwill built by an otherwise outstanding team. I’ll return, because I know what this hotel is truly capable of, but I sincerely hope my next welcome feels like a welcome again.
