Courtyard by Marriott Shanghai Puxi — Hotel in Shanghai

A TERRIBLE experience and Service that you will never expect!!!

This is one of the worst experience during my recent stay at Courtyard Marriott Shanghai, Central. I stayed there with my family of 5 for 4 nights from 20th Dec to 24th Dec 2023. My purchase of “Pop-Mart” toys went missing in the hotel room, The 1st box was lost and after investigation, hotel confirmed that the housekeeper threw away assuming that it was trash. The box was left on the table and not on the floor!! On another night, it was even more ridiculous. 2 more boxes were lost too!. To make things worst, the medicine belonging to my son also went missing. The medicine was also placed on the table.

Hotel didn’t take full responsibility and yet blame on the customer for not being clear. I had to follow-up emails after emails since I came back to Singapore. Not one but several managers responded to me and I had to repeat my situation over and over again. It has been more than one month now and yet there is no complete resolution and hotel seemed to have chosen to leave this situation incomplete, hanging in the air. Now, my emails have been ignored totally and I receive no response.

Being naïve, I wrote to Angel Pan, Director of Sales as recommended by a very good customer of theirs but it seemed that my email has also been ignored as it has been more than a week. Now I begin to understand the root of the issue and why the service is so terrible . The Concerning question is: How could the personal items of your guests get thrown away? I wonder when we were not in the room during the day, will our personal items also be touched and ransacked? I cannot believe such do happen in a prestigious and reputable hotel! This seriously call for an internal check on SAFETY and SECURITY by the mgt if they do care.

If you want to be respected and do not want your SAFETY to be compromised, do not stay in this hotel. Otherwise, you will be the next victim. A holiday turned out to be a nightmare and ruined. Extremely disappointed and Upsetting,

You would only know if indeed you did receive great experience during your stay only when an issue arise. Unfortunately, we are the unlucky ones.

Totally...

Very disappointing stay at the Courtyard by Marriott Shanghai central. When we got into our room, it was in a disgusting state (see pictures attached) the toilet was not connected, the grouting in the bathroom was torn up, towels on the bathroom floor and an industrial vacuum cleaner left in our apartment. We called the reception and they eventually sent up a manager who said that they would be upgrading our room. They didn’t actually upgrade it, they just gave us the same room but on a different floor. Friends who also joined us on this trip also complained about puddles in their rooms because of leaking air conditioner units. The next day we checked out at 12 but our train was at 5:51 so we left our bags at the concierge desk (no secure luggage storage facility) and we went out for lunch and got back around 4:30. My friends went to lobby lounge and I went out for a quick smoke when I rejoin my group they are getting up to leave the lobby lounge. Ken the lobby lounge manager decided to ask my friends (all of whom had stayed at the hotel in the last 24hours) to leave the lobby lounge as they were not ordering anything. This would have been completely understandable if we were being rowdy or if the lounge had been busy but it was only at 10% of their capacity and we were not causing a disturbance to any of the 5 or 6 other patrons.I asked for a menu and we all sat down in the lounge while I was reading over the menu, and having a conversation with my friends, Ken the lobby lounge manager comes to our table every two to three minutes to take my order deliberately interrupting our conversations to the point of harassment. Then he covertly takes a picture of us without our permission and when we confronted him about this, he first pretended to not understand what we were saying then he said that he had to confirm that we were guests of the hotel. I have never had such a terrible stay at any other Marriott that I have ever been in. Harassed and disgusted are the feelings that I will now associate with this hotel and I urge tourists to avoid staying this hotel. There are other hotels in the same vicinity at...

I used to be a loyal customer of this hotel chain, particularly this branch, but my recent stay was beyond disappointing from the very start. Despite reporting my concerns directly to the manager via a formal letter (hard copy), I was met with nothing but indifference and unprofessionalism.

First, the hotel’s location is misleading—despite being named Courtyard Shanghai Central, it is nowhere near downtown and is actually far from everything. If you’re expecting a central, convenient stay, be warned that this hotel does not live up to its name.

Second, the staff completely disregarded my privacy. Upon check-in, the receptionist took my passport and handed it to another staff member, who then carried it into a back room—completely out of my sight. This is a blatant violation of privacy and security. A passport contains highly sensitive personal information, and any necessary verification (such as police reporting) should be done in my presence, not behind closed doors. I had no control over what was being done with my passport, leaving me deeply concerned about potential misuse or even illegal activity.

When I reported this serious issue to the manager, instead of addressing it professionally, she mocked my concerns and disturbed my stay. She repeatedly called my room, making senseless offers—suggesting an extra bed and even offering wine, despite my clear refusal. After declining, she persisted with multiple calls, pushing the same offers to the point of harassment. My patience wore thin.

To make matters worse, after my repeated refusals, she sent a staff member to my room with a cheap bottle of red wine—as if that would somehow make up for the blatant disrespect and privacy violations. This level of unprofessionalism is absolutely unacceptable.

I can no longer trust this hotel, and I strongly warn others to stay away. Misleading location, privacy violations, and a completely incompetent management team—this place...