InterContinental SHANGHAI HONGQIAO NECC — Hotel in Shanghai

This was the first time I was going back to China post-COVID and I was excited to be staying at a China Intercontinental again because every IC hotel I had been to in Shanghai (I've stayed in every single one of them except for one) had always been such a pleasant experience.

Well, not this time.

I had asked for a hotel car to pick me up from the airport to avoid having to line up for taxis. It would cost me over ten times the cost of a taxi, but I figured the hassle-free "luxury" would be worth it. Well, not true. When I exited, I saw a guy holding up one sheet of paper with my name on it, but his eyes were glued to his phone. When I got his attention and pointed that I was the one he was waiting for, he took my suitcase without any sort of greeting or acknowledgment at all and then rapidly scurried out of the airport, assuming I would have the know-how to follow him, never once turning back to see if I was keeping up. We get to the car and I get in. It smells of stale cigarette and the seats in the GL8 were awry. I'm used to pickup services from Intercontinental Hotels, particularly at the price they charge, way more classy than what I got. There wasn't even a bottle of water (yes, something that I am used to in these type of pick-up services).

Anyway, I get to the hotel. The doorman takes my suitcase from the driver and then hands it over to me. Again, not a smile, not a greeting, no nothing.

I go to the check-in counter. I want to go to the counter that says for "IHG members," because that's what I am - a Platinum Elite Ambassador. But apparently that counter is for show because even though there was someone there, I was asked to move to one of their other counters where the one who was checking me in didn't acknowledge my membership status. And yes, I know I sound like a diva, but we do stick to certain hotels because of the recognition we get. There are SO MANY other hotels out there of equivalent cost that may be more accessible. Why stick to this one and show brand loyalty if there is no specialness to it??

Anyhow, I am checked in and am happily told that I got an upgrade. I am told that my room is ready and which floor I should go to. Well, I make my way up to my room and when I get in, it's dark, stale-smelling and warm. The hotel knows exactly what time I get in: they're the ones who helped arrange my pickup. Could they not at least have ensured that the room was cool and really "ready" for arrival? Previously, (pre-COVID), there would have been a welcome card/letter for me along with welcome fruit or desserts. What has happened to service????

Having said all this, I do want to acknowledge the girl who did my checkout the next morning. She was efficient and friendly. She asked me how my stay was and I said it was okay. She asked me to give a 9 or 10 star rating when I get a link from the hotel for a survey. She saw me hesitate. She said, "Maybe 8 star?" She saw my hesitation and asked why. I told her all the things I mentioned above in this long review. She apologized profusely, gave me a gift and promised me they would do better the next time I came back. So she was really good.

But I never did get a link to a survey to ask me how my stay was.

But yes, this was vastly disappointing. I don't know if this is how most hotels are post-pandemic. I just expected a lot more than an...

I am writing this review unfortunately not for good experience, instead it is an official complain and the worst ever experience I have been go through for my whole life of stay in hotel. I can't describe how disappointing it happen for the brand of intercontinental and literally it does affect me for my future choice of the hotel brand I would use for my business and personal choice.

To give you the facts that there are a series of issues that I experience for staying in this hotel.

The time during my accommodation it is international EXPO period, firstly I did not aware of the event happening and the level of inconvenience it caused for my stay. My driver could not drive into the hotel entrance, it was blocked outside and can not even parking at closest gate. Please be minded I got 2 suit cases from my international travel that I hardly to carry by my own.

I called reservation to ask for direction and check why there is NONE communication being sent through to me in advance to keep me at least aware of what's happening and what hotel has done to facilitate this special situation. Reservation lady just try to avoid responsibility and did not offer any help.

I insist calling to Duty manager and send concierge to pick me up at my dropped off gate No.7, being told it's a bit distance that I need to wait.

I have to drag all my luggage (as car could not stop there) to gate 4 which is more convenient for concierge to pick me. 100M from hotel entrance. which is the most insult experience I have never ever experience I have go through my whole life considering a five star hotel offered.

After check in, there is no staff at all to apologies for such inconvenience it caused even the duty manager I suppose should know the case well. No one care at all and during my whole stay no one ever mentioned any of that - for me it's no customer service at all. Worse than a four star hotel. maybe the business is too well that no one really cares or it's the hotel culture this hotel undertake.

The hotel cleanliness need to improve as one day after cleaning I found an slash of eyelash in the cup which is very odd...

During my whole stay, there are two days that taxi can not coming into the hotel entrance to pick up/drop off client which is very inconvenient.

Personally, I would not use this hotel ever again for the level of service and the way they handle the issue. I did not make a sound during my stay and want to give this hotel an opportunity but unfortunately they failed to care at all. And I really hope it is not for all IHG brand standard that did affect my future choice of...

If you wish to spoil your business trip and have miserable time during exhibition ensure you book at Intercontinental Shabghai NECC.You will enjoy following with reception that doesnt care about you and your room problems, gives you promises they dobt fulfill, dont send you concierge team, housekeeping, trying to repair or move your room and then will spend time and money calling trip.com, ordering taxi to relocate and find alternative location.As an international business traveller I was hoping to have productive time at the exhibition, got dirty room during Hotelex 2024, dusty, moldy washroom, stains on the carpet, bed linen dated 2016 from the time of hotel opening, all previous guests' hair and stains on matrass protector and mattrass, not cooling ac, dirty shower head, moldy bathroom, splasholds covered with water stains, shabby damaged guest supply box and book, dust on lampshades, thresholds as an astmatic person I was suffocating and having blood pressure raising immediately. 4 hours trying to relocate the room, almost in tears trying to resolve it. The lobby manager had no idea about exhibition timings (surprise to NECC location) and wasn't even interested to find out how to assist.The room WAS A NIGHTMARE, the duty manager and reception didn't bother to relocate on time giving just empty promises of afternoon tea/lunch/never fulfilled. Upgrade room had also issues with mold in the bathroom, torn matrass frame. Cancelled and left after 1 night, cherry on the cake had to push my own luggage out as lobby concierges didn't bother once taxi arrived. Refund wasn't done pro rata claiming first night was more than second night.Far cry from IGH or any hotel International standards, if you call it hygiene.Needless to say, all exhibition visit was ruined.So don't get misguided by the lobby as your great expectations will die...