The location is indeed the biggest advantage of this hotel, right next to the Lujiazui 'Three-Piece Suit' (referring to the three iconic skyscrapers), and within walking distance to the Oriental Pearl TV Tower. It was precisely because of this excellent location, coupled with the appealing room photos displayed online, that I booked a three-night stay with my child during the National Day holiday. The room rate was nearly 2,000 yuan per night, and I also added breakfast. I had expected a stay experience commensurate with the price, but the actual overall feeling was rather disappointing.
The frontline staff were very polite and apologized in person for the issues encountered. They also asked me not to leave a negative review on the platform. I'm not intentionally trying to give a bad review; I just want to provide a true and objective feedback for future guests who are considering booking, so they can weigh their options. Many of the issues, in my personal opinion, stem from the hotel management, and I don't want to make things difficult for the frontline staff.
Let's focus on the breakfast, which was quite a letdown. The quality of the buffet breakfast was questionable; the green vegetables were steamed until yellow, and the scallions and cilantro at the noodle station were visibly dried out, not looking freshly cut. Most of the dishes tasted poor; it's rare to encounter such unpalatable food at a five-star hotel buffet. Traveling with a child, the breakfast experience significantly detracted from our stay. On the day I discovered these issues, I contacted Trip.com to request a refund for the breakfast for the remaining two days.
The room service response efficiency was very low; every time I called for room supplies, it would take over an hour for items to be delivered. Room cleaning was also not thorough enough; on one occasion, a cleaning rag was left in the room. The room hardware showed obvious signs of aging and wear; the kettle was heavily worn, the lid couldn't spring open automatically, and the button was stiff.
Furthermore, food delivery couldn't reach the room, and there was no robot delivery service. All food deliveries required guests to go downstairs to pick them up. (On the day of check-out, hotel staff mentioned that if delivery to the room was needed, a waiver agreement had to be signed. The problem is, no one told me this beforehand. Shouldn't these details be communicated to guests during check-in?)
Considering the National Day price of nearly two thousand yuan per night, the hardware maintenance, dining quality, and room service all fell far short of what should be expected at this price point. It's a shame, given such a good location.
I hope the hotel can improve its service details!
Original TextTranslation provided by AI
