Four Points by Sheraton Shanghai, Pudong — Hotel in Shanghai

My stay was for 1 night, Dec 16-17, 2016.

Overall, the stay was average and was as expected. I was going to give a 3 star overall rating but one of your staff went above and beyond his call of duty and really impressed me.

First, the disappointment. As a new Platinum member this year, my daughter and i were looking forward to our room upgrade. We were quite disappointed to find out that we didn't get one, and the room we got was quite small, mediocre view, on a mid-level floor. Oh well.

Second, the Complaints. We ordered room service. We ordered Nachos from the bar menu for room service delivery (as well as some other stuff too). Boy, was this nachos not even close to how it was described in the menu. There were NO refried beans at all, NO salsa, NO cheese, all of which were in the description on the menu. My suggestion is to either change your menu description, or at least TRY to make the dish look a little more like how it is described in the menu.

My biggest complaint is with your staff that first brought the meal to my room. It was a girl. She tried to squeeze all of my food onto the unopened room service table/cart (too much food to fit). Only when I asked her to open up the sides to extend the table did she even make an attempt. She ended up opening 1 side only. When I asked her why she doesn't open the other side, she ignored my question. When I saw the Nachos, I asked her why this doesn't even look close to how it was described. She ignored me here too. I asked her where was the Salsa, cheese and refried beans? She just shrugged. Then this is the part I am most displeased about... I asked her to go back to the kitchen and ask if this is their normal way to prepare this dish, which I would have accepted if so. And I asked her to bring me some Salsa. She shrugs and leaves. Please be minded that I am Chinese as well so there was no language barrier whatsoever. She understood me perfectly well.

Thirty minutes goes by and there is no sign of her. She never returned, nor did she even give me a call to explain. Needless to say, i was very unhappy, and quite mad.

Then, the shining star moment, someone on your staff that turned everything around. I called room service to complain and ask where the heck the girl was, as I was still waiting for her. The man that answered the phone was the same man that took my order in the beginning. I explained what happened, and that I was very mad because I was expecting the girl to return as per my request, and she never came back nor called. Then I also complained about the Nachos.

He apologized on behalf of the girl and your hotel and told me he would investigate, follow up with my complaint/request, and will get back to me in 5 minutes.

In less than 5 minutes, he was knocking at my door! He apologized for the girl, asked to see the Nachos, and asked if he could take my plate down to discuss with the kitchen staff and to show them. I said OK. 15 minutes later, he comes back with a new plate of nacho! The kitchen added some cheese (very very little), and refried beans (literally there were about 4 beans that looked like they were all cut in half). Not even close to what I was expecting, but I just accepted this, this time, as how the kitchen at your hotel was used to making it. I would never order it again, but I accept this is how it's done here. No big deal.

Even though I thanked him for his effort and explained its ok and I can accept that our interpretation of this dish is different, he could clearly see on my face that I was still disappointed. I told him don't worry about it as I am really just happy that he made such an effort.

Just an FYI, I ended up not touching the nachos.

You can imagine my surprise when a little later in the evening, he prepared a small fruit plate for me and my daughter as well as striking the nachos off of my bill.

Your staff that I would like to commend is Mr S** Xu. He went well above and beyond his call of duty to try to solve my problem and to ensure I was satisfied with the outcome. His exemplary attitude and pride for his work and your hotel should be a model for all of your employees. If he is not already a manager, he should be promoted, as these are the type people that you want working for you, and to set an example for your other staff.

I checked out very early in the morning the next day, and I left a Platinum Member SPG Hotel Staff recognition voucher for him at the front desk. I hope he got it.

Thank you Mr. Xu for turning my stay around, from what was almost certainly a disappointing stay to a stay that I will remember, for...

If you read the terrible reviews here and think the responses from the hotel management are actually being acted upon, you would be horribly wrong. Do yourself a favor and carefully read the following reviews titled, “This hotel needs improvement”, “Disappointment aft long travel”, “Poor managed hotel”, and “Excellent Rooms, terrible staff”. The responses from the hotel management are hollow and nothing has been fixed here as of December 2012. This hotel does not deserve to be a Starwood property.

When we arrived in a taxi, we could not get help with our luggage until I went inside and asked – even though the doorman was free. We even could not get help until we waited for the front staff to finish their discussion with each other. The staff was extremely rude when we checked in and kept muttering things in Chinese while we were standing there. Even though I am a Platinum member (and I handed my membership card to be clear), I had to correct the woman that Internet was complementary for members. Even more interesting, she told me that if I took the Platinum amenity of Continental breakfast, it would be for only one person! Not only is this incorrect, she argued with me about it. Here’s the link to prove it is for two: https://starwoodworldwide.custhelp.com/app/answers/detail/a_id/37

Don’t be fooled by the pictures on SPG.com – there are only two renovated floors and we were not put on one of them. I had used five Platinum suite upgrade nights and she acted as if she did me a favor by upgrading my room. The room she gave was very dark and had a single 2 foot by 3 foot window in the bedroom. The window in the bedroom and main room would not even close properly (bringing cold air and street noise even at 10 pm). Creating a large complaint with the manager on staff (Ryan), we were changed to a better room that actually had a window in the bedroom and ones that closed. Why was a Platinum member, who used suite night upgrades (i.e. not a complimentary room upgrade) given such a horrible room and rude service that required two hours of complaining to get resolved?

The breakfast staff was either asleep or disinterested and unfriendly. We were even seated at a table that had food spilled all over the floor and on the chair. When we pointed this out, the person told us to sit at another chair at the same table. The F&B manager on staff was not worth complaining to because he was even rude when I had to ask for cereal spoon because the entire buffet area was not kept replenished. We found the hygiene to be disgusting.

Disregard the responses to these reviews that the hotel management is addressing these issues. They start from December 2011 and even a year later, I think this hotel has gotten worse. It does not deserve to be a Starwood hotel, even as a Category 1, as it is ruining the brand image and how I talk about Starwood quality to my colleagues. The only positive thing about our experience was the on-duty night manager Ryan – who was friendly and changed our room – even though the new room did not meet our expectations or the pictures on...

At first it seems like an old hotel that is nicely preserved but then you quickly understand that old is old.

I stayed 5 nights in this hotel and booked total 5 rooms for my colleagues and myself.

I wasn't able to sleep properly for full night the entire stay.

The air con system isn't working properly + the blanket is synthetic and thick thus very hot

The entire room temperature is just High to the level of uncomfort of sweat.

I was able to fall asleep for a couple of hours every night then wake up at around 2:00 or 3:00 because the rooms are so hot. Air conditioner isn't working properly so I tried to open the window but there's so much noise coming in from the main road.

In addition i picked up a cold from it and now on medications

Imagine this happening to you on a week that is so crucial for your work?? you get to conference tired and miserable because of it and it shows.

you try to speak with their staff they promise to do something but they just can't.

all I got is an air purifier and an old style fan.

My colleague says he went down and screamed but do u really need to do this on business trip ?

Four Points is usually a very pleasant stay but do yourself a favor and stay away from this hotel

I do want to say that cleaning this level is very good as well as breakfast is decent. but that's about it .

The gym for example is old, and the few machines that are making weird noises.

I don't tend to write such harsh reviews unless a hotel fails to do the most basic thing of all and does not allow guest a full night sleep !

Avoid this nightmare !

** would love to upload some photos but it seems that this option is non existed for...