A very unpleasant stay experience. I certainly didn't expect this from an Atour hotel in Shanghai. I booked a Jimu Twin Room for over 900 RMB, but upon entering, I found the room type was completely different from the promotional pictures. Confused, I went to the front desk to ask about it. A male staff member in a white shirt, who claimed to be the duty manager, deadpanned: "We haven't had time to update the promotional photos. As long as the room has a mini-fridge, it's a Jimu Room." That completely blew my mind—what kind of outrageous logic is that?
Folks, just compare the three pictures below for yourselves: The first one is the Jimu Twin Room the hotel actually gave me; the second one is the Jimu Twin Room the hotel still has posted online; and the third one is the Executive Twin Room currently listed online. Clearly, the room the hotel gave me does not match their advertised Jimu Twin Room, but it looks identical to the pictures of the Executive Twin Room.
When I said I had the right to file a complaint, the guy in the white shirt snapped back: "The police station is right next door, go ahead and call the police!" I honestly didn't expect an Atour employee to test my patience like this. After some arguing, the man gave me another option: to move to a family room in another building. It was raining at the time, and the other building was half a parking lot away, plus it was late at night, so I had no choice.
I’ve stayed at Atour many times simply because I trusted the brand, but I never expected such a frustrating and suffocating experience in a metropolis like Shanghai! That feeling of clearly being ripped off after paying good money is really infuriating. I just want to ask: resorting to any means necessary for petty gains surely isn't part of Atour's corporate culture, is it?
Original TextTranslation provided by AI
