The Ritz-Carlton Shanghai, Pudong — Attraction in Shanghai

This is the first time I have to say that a hotel website does not do its room views justice. I booked a pearl tower view room with club access and the tower was right outside my window, perhaps just a few hundred meters away with nothing in between us. I never got tired of watching it in its splendor, especially at night. Viewed from the 51st floor of my room, the astonishing views of Shanghai expands far into the horizon. You can almost hear the pulsating heartbeat of the city. The club lounge on the 49th floor overlooks the bund directly and it was great watching the lights come on in the evenings while enjoying food and drinks. The Pearl Tower and skyscrapers cannot be seen from the lounge, so those wanting a variety of views can book accordingly. ||The locality of the hotel is second to none in the area. In addition to securing unblocked views of the bund and Pearl tower, it is directed connected to the Lujiazui train station via the IFC mail. I took the Meglev and transferred to the Line 2 train. I reached the hotel in about an hour after leaving the plane. Pretty neat! ||The room is lavished decorated including the provision of Diptyque amenities and a digital/mechanised toilet seat / bidet. There is a huge standalone bathtub which I did not use and the usual nespresso coffee and gourmet teas. This is the first luxury hotel that you almost cannot hear sounds from the corridor or the usual housekeeping noises. My stay has been very quiet and serene which is a huge plus. It was the same in the club lounge. It is rarely more than two thirds full which adds to the feel of calm and serenity. ||Service is warm and friendly. I was shown to my room and the club benefits were explained to me clearly. I found a welcoming serving of pastries and fruit for me. The check in staff brought me an additional serving of butterfly cookies as a welcome gesture which I appreciated. Service at the lounge was earnest and friendly. There was perpetual food provision at the lounge in the form of a small buffet and a live station making personalised eggs and noodles dishes. Lunch was surprisingly good. I discovered pâté with a good roast along with other interesting dishes. Alcoholic drinks like wines are provided during lunch. There is an elaborate tea where a small tower of sandwiches and pastries can be ordered. ||Not all is good however. The hotel shows its age in all aspects. The lift card sensors can be pretty slow. It is easy to miss floors if the sensor does not read the card in time. The finish at the lounge has turned half dowdy with age. In addition, the air conditioning seems to be struggling to cope in the summer heat in the entire hotel. It can be a little warm and stuffy in the room in the afternoons and I found myself waking up with a sweat at night even with the aircon settings at the maximum. Facing west, the lounge is rather warm during tea time when it receives the direct blast of the sun. There is also no USB connector in the room and main controls by the bed are aged with the led indicators largely faded. The light and switch panels looked oddly out of alignment as if they were hastily installed. ||A lack of manpower at the lounge was observed. The lounge counters are unmanned half the time. There is no private check in or out offered, and procedures had to be done at the main reception. Staff could hardly cope when the lounge becomes more than half-filled, especially during happy hour. During happy hour, everything was self-served and there was a perpetual shortage of basics like drinking glasses, and food replenishment cannot keep up. I also found food offerings during happy hour noticeably inferior to lunch, which was baffling. Some dishes like fried rice and cabbage in broth are too plain for a lounge in a Ritz, especially during an occasion like happy hour where hotels usually showcase how good they are. For the price that the hotel is charging, more localized specialties and elaborate dishes would be befitting to the brand. There is also no bar or bar service, and the wines are fronted by largely economical Chilean and Argentine offerings with no sparkling option available. I saw Champagne served to some guests and apparently on demand but it was not announced anywhere. A large improvement is definitely needed for happy hour F&B management. In comparison, even Hilton and Sofitel perform much better in this regard.||In fact, other than F&B at the lounge, most usual club services are relegated back to my main hotel floor or not provided. For example, club floor managers at other hotels would usually approach me to check on transport assistance needed upon check out a day ahead. At the very least, staff at check out counters would attempt to offer help. Here, it is a quick goodbye with a smile at the overwhelmed counter. ||The housekeeping was generally capable and I had thought that there was no turndown service until the housekeeper turned up at 8pm on my last night asking if turndown services was needed. Turndown services are usually timed with happy hour so that it can be done discreetly. This adds to the odd randomness that one would not expect from a Ritz, especially on the club floor. ||The hotel has obvious competitive potential, considering the convenience of a good location, spectacular views, peace and serenity with a club lounge that keeps me well-fed without having to worry about eating out. The lovely staff tries their best but club lounge quality especially at happy hour is unimpressive, and the delivery of club services in general shaky. It is not hard to recommend an alternative, especially at this price point, after one is done with the unforgettable views. An average rating for this stay, given its...

Disappointing Experience at The Ritz-Carlton ShanghaiI stayed at The Ritz-Carlton Shanghai for two nights, and unfortunately, my experience was far from the luxury service I expected.1. Discrimination at Flair Rooftop RestaurantOn my first night, I visited Flair, the hotel's rooftop restaurant. Before going, I was told at the lobby that the restaurant operates on a first-come, first-served basis, with no reservations. However, when I arrived at around 5:50 PM, the restaurant was only 20% occupied, yet the host told me it was "fully booked."Then, the host questioned my intent, asking whether I was there for drinks or dinner. When I said "dinner," he suddenly mentioned a 1,600-yuan minimum spending requirement. I agreed without hesitation and ended up spending over 2,200 yuan. But what truly bothered me was the initial rejection and the selective enforcement of the minimum charge, implying that I was being judged based on my appearance or nationality. If the restaurant was truly full, why was I offered a table once I confirmed I would spend a significant amount?2. Misleading Room Upgrade Offer & Hidden PromotionsWhen I checked in, I had already booked a suite with a city view for around 4,000 yuan. However, the receptionist tried to upsell me a Pearl Tower view for an additional 3,300 yuan, which is an unreasonable price just for a different view.What’s worse is that she failed to inform me about an existing hotel promotion: (cant remember the amount exactly) If I pre-purchased 1,000 yuan, I could use 1,400 yuan at Flair rooftop restaurant. I only found out about this the next day and when I asked whether I could retroactively apply this promotion to my bill (which was charged to my room), I was told it was not possible because I had to buy the package in advance. Had I known about this offer beforehand, I would have gladly used it. Instead, the staff prioritized upselling me a more expensive view rather than informing me of real benefits available to hotel guests.3. Concierge Service & Taxi NightmareThe service at the concierge was another major disappointment. I had a reservation at a Chinese restaurant across the river and asked the concierge to arrange a taxi for me. Knowing that taxis in Shanghai can be unreliable and tricky (as I had experienced the night before with an airport taxi taking me to three wrong hotels and turning off the meter), I was relieved when the concierge used Didi (a ride-hailing app) to book a ride.However, when the car arrived, the concierge instructed a bellboy to walk me to the car, but he never confirmed whether it was actually mine. Just as the door was closing, a woman with luggage rushed in, claiming it was her ride to the airport. It turned out the car was not for me but for an entirely different passenger!At this point, I was already late for my dinner reservation. When I walked back to the concierge to ask what happened, he seemed irritated and dismissively said, "Don’t worry" before reluctantly walking me to the correct car. This lack of professionalism and carelessness was incredibly frustrating. If you’re arranging a ride for a guest, ensure they get into the correct car.Final ThoughtsThis all happened in just one night—I can't imagine what else could go wrong during my stay. I sincerely hope no other guests have to go through such an experience. The Ritz-Carlton brand is known for its luxury and top-tier hospitality, but what I encountered was discriminatory treatment, misleading sales tactics, and poor service coordination.I hope management takes this feedback seriously and improves their service, ensuring all guests receive fair and professional treatment, regardless of their appearance or nationality.Ps: nice swimming pool...

🌟🌟🌟🌟🌟 An Ode to Excellence – A Profound Appreciation for the Unparalleled Hospitality at The Ritz-Carlton Shanghai, Pudong

To the Ladies and Gentlemen of The Ritz-Carlton Shanghai Pudong,

It is with the utmost sincerity and reverence that I write this note of appreciation—a tribute to what was not merely a hotel stay, but a beautifully orchestrated memory that my wife and I shall cherish for a lifetime.

Our visit to Shanghai was a deeply personal celebration, a milestone of significance to us as a couple. While we had initially chosen The Ritz-Carlton for its global acclaim in refined hospitality, what awaited us surpassed every possible expectation. The experience was not simply remarkable—it was emotionally resonant, soulfully curated, and exquisitely human.

We had reserved a standard room, yet upon arrival, we were graciously upgraded to the Pearl Tower Bund View Suite—for three consecutive nights. This gesture alone would have warranted praise, but it was the intention, care, and seamless thought behind it that truly moved us. To awaken each morning to the serene shimmer of the Huangpu River and rest each evening beneath the glowing silhouette of the Oriental Pearl Tower was to live within a postcard framed by kindness.

But grandeur alone does not define luxury. What defines it—what makes it unforgettable—is people.

The individuals we encountered during our stay were not merely staff; they were artists of experience, curators of emotion, and stewards of warmth. Their attentiveness was never intrusive, their professionalism effortlessly graceful, and their empathy—genuine.

We are particularly indebted to the following members of your distinguished team:

🔸 Mr. Joey Zhang – Assistant Front Office Manager It was Mr. Zhang who first extended a hand of extraordinary hospitality even before our arrival. Upon receiving my letter regarding the importance of this journey, he responded with such grace, warmth, and precision that I immediately sensed we were in the hands of someone exceptional. His thoughtful coordination of our suite upgrade and surprise anniversary arrangements made us feel profoundly seen and honored. His leadership, I am certain, sets a golden standard.

🔸 Ms. Cherry Gan – Manager on Duty Ms. Gan’s dedication to service excellence is nothing short of inspiring. When I reached out late one night with a request, I did not expect a reply until the next day—yet she responded promptly, resolving our needs with quiet strength and flawless competence. Her responsiveness, especially in the quiet hours when most would defer, left a lasting impression of true professionalism and accountability.

🔸 Ms. Daisy Sun – Guest Recognition Officer Although we did not interact extensively with Ms. Sun in person, her thoughtful arrangements and seamless behind-the-scenes efforts were evident in every detail. From the meticulously prepared welcome notes to the personalized amenities, her work subtly enhanced our experience in ways that did not go unnoticed.

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The Ritz-Carlton Shanghai Pudong is not merely a hotel—it is a sanctuary of elegance, anchored by a team whose spirit of hospitality is as breathtaking as the views outside its windows. You do not simply check in and out of this property. You arrive as guests and leave with a piece of your heart left behind.

To all who made this stay extraordinary: thank you. Thank you for your artistry, your patience, your generosity, and above all, your humanity.

We shall return—not out of habit, but out of heartfelt gratitude.

With deepest appreciation, WU, NIENEN & Wife Room 4822 August 6–8, 2025 The Ritz-Carlton...