Elong Hotel — Hotel in Shanghai

It's rated as 4 star according to trip.com, but we felt it's not up to the 4 star standard! We live the location (very convenient to the bund and nanjing walking streets), we love the rooms, very clean, smell nice and comfortable! We love the housekeeping - clean and attentive. BUT, the staff professionalism and service standards are really average. - i made bookings 3 weeks in agave m advance and sent 2 requests prior to check in but NEVER get replies from the hotel. For a 4 star hotel it's unprofessional. - i need help to getting a wheelchair for my 81 years old mum, only to be brushed off by the staff at reception and the so- called helpful wechat customer service support with unhelpful and uncompassionate replies. They did not offer to help in any manner no matter how urgent my request was. - there were only 2 lifts and hence very long waiting time- the walkways to the lifts and on M floor to the breakfast restaurant look and feel like an abandoned walk way, don't feel like in a 4 star hotel at all! Really sub standard. The overall customer service experience i have is really not satisfactory. I think this is common in the Shanghai low hospitality and crudeness, which is a shame as shanghai is such a nice city, the ppl should be nicer too!Elong should really improve on the staff professionalism, customer service and helpfulness - high standards should be strive in hospitality. And we paid very high price for...

Pros: Booked 2 rooms for 4 nights (after reading many positive reviews) Clean and well-maintained rooms. Excellent service from both reception and housekeeping. Powerful shower with separate shower and WC. Complimentary umbrella available. Free drink in the bar fridge. Fantastic location next to Nanjing Pedestrian Walk. Just a 10-minute walk from Nanjing East Station. Complimentary robot coffee in the lobby (made by staff). Welcome drink at check-in. Free laundromat available. Complimentary water bottles in each lift lobby. Plenty of dining options nearby.

Cons: Both rooms lack views and face a nearby apartment, making it impossible to open the curtains. No safe box available. Strong sewage smell in the bathroom from the shower drain. Air conditioning stuck at 24°C, despite attempts to lower it to 16°C, resulting in discomfort at night. Technician responded quickly but couldn't resolve the air conditioning issue. Had to keep the window open throughout the stay. Hotel name only displayed in Chinese, not in English (there is no ELONG name). Located in the same building as the Holiday Inn. Three hotels in one building: Chalet Hotel, Elong Hotel, and Holiday Inn. Google Map is useless in China, ask the friendly Shanghai Police for the direction...

Pros:Booked 2 rooms for 4 nights (after reading many positive reviews)Clean and well-maintained rooms.Excellent service from both reception and housekeeping.Powerful shower with separate shower and WC.Complimentary umbrella available.Free drink in the bar fridge.Fantastic location next to Nanjing Pedestrian Walk.Just a 10-minute walk from Nanjing East Station.Complimentary robot coffee in the lobby (made by staff).Welcome drink at check-in.Free laundromat available.Complimentary water bottles in each lift lobby.Plenty of dining options nearby.Cons:Room lack views and face a nearby apartment, making it impossible to open the curtains.No safe box available.Strong sewage smell in the bathroom from the shower drain.Air conditioning stuck at 24°C, despite attempts to lower it to 16°C, resulting in sweating and discomfort at night.Technician responded quickly but couldn't resolve the air conditioning issue.Had to keep the window open throughout the entire stay.Hotel name only displayed in Chinese, not in English (there is no ELONG name).Located in the same building as the Holiday Inn.Three hotels in one building: Chalet Hotel, Elong Hotel, and Holiday Inn.Google Map is useless in China, ask the friendly Shanghai Police for the direction...