Ascott Heng Shan Shanghai — Attraction in Shanghai

On April 9th, I visited the Ascott Heng Shan at 11AM. I was planning to stay here overnight. Since I had just arrived from France, I was casually dressed in a summer dress and sneakers. When I approached the front desk to ask where the cafe was (so I could relax a bit before checking in), she gave me a "once-over" and extremely rudely said "It's downstairs". I told her I didn't have the key to go downstairs, and she SIGHED LOUDLY. By that point, I was a bit shocked by the HORRIBLE service but decided to wait until someone else could assist me. When I asked her another simple question, she leaned over to her colleague (another front desk assistant) and made a RACIST and DEROGATORY comment. My Chinese is not perfect, but I was honestly shocked that the front desk staff would openly make fun of guests (right in front of them). ||||After that, I spoke to Cynthia PENG, the Assistant Guest Services Manager. I asked her what the young lady's name was, but the lady said "For what? Why do you need to know my name?" I could not believe this. I have stayed at most of the top hotels in Shanghai, but I can confidently say that this is ABSOLUTELY THE WORST HOTEL...

I lived in the Ascott for one of their longer term leases. They will tell you the majority of people live there long term - long term is 2 months for them.||||I signed a very long lease for them. The rugs had stains, the curtains had stains, the bed skirt had stains. When i said i wanted it cleaned they said it was cleaned. Then a month in the maid said we damaged the room and stained everything and they were going to charge us! Thank goodness we went through the room when we moved in and took all photos and documented.||||Stay away from this location, there are many other premium hotels in the city. I asked for them to adjust the rent due to the issues and...

The property is very comfortable and is a very high quality. Sadly during our 2 week stay with our family, we encountered daily issues with almost every member of the staff we interacted with. Appalling breakfast, staff taking photos in our room, poor cleaning, laying to management about our complaints..these are to name but a few... and this comes at a very very high price per night. I also cut myself in the swimming pool due to a dangerous sharp piece of tiling that was poorly laid...the staff did nothing when blood was pouring from my hand. ||||I would recommend staying here if you do not eat the food and speak...