JW Marriott Hotel Shanghai at Tomorrow Square — Hotel in Shanghai

Unfortunately, an incident the fourth night of my stay made my decision definitive. Due to my work schedule, I had been getting about 6 hours of sleep a night since arriving in China. I now was going to catch up on my sleep and get to bet about 10:00 p.m. and be able to sleep until about 6:00 a.m. About 10:30 p.m. that night, I was awoken by what appeared to be a party going on next door. I called the operator, she advised me that the manager would come up and talk with the guests next door. I never heard any manager come up. At 11:00 p.m., I called again. The operator asked if I wanted to change rooms? I told her to move the group partying next door (from what I can tell at least 5 to 6 adults and a couple of kids). She said again the manager would come up and talk with them. I never heard the manager come. However, the noise decreased substantially. About 11:20 p.m., I almost was asleep, but was awoken by the operator making sure the noise had decreased. I told her it had. Around 11:40 p.m. the party next door became loud again. This time I called and demanded to change rooms. It was obvious the hotel staff could not handle the situation! The operator stated she wanted to put me through to the hotel manager. The manager never answered the phone and I was sent back to the operator. The operator informed me that she had called the room next door four times asking them to be quiet.

Now I complained twice, this means some other guest(s) was also upset with the group if the operator had already called them four times. Further, why over a period of an hour and ½ was the manager no where to be found? Assuming the manager had some other emergency (which is unlikely, otherwise she would not have sent me to his or her line), who is the second person in charge and where is he or she? Please note, I do not think that this is the operator’s fault. She has to stay on the phone line, and I am guessing cannot leave her post. She tried to do the only thing she could do, find the manager, and when that did not work called and asked the guests next door to be quiet four times. I also would guess that she probably tried to find the second person in charge.

As for me, I was beyond agitated that I was now spending 20 minutes gathering all my papers and clothes, packing them in my suitcase so I could change rooms. I then had to spend from 12:00 p.m. to 12:20 p.m. unpacking in the new room. It was a nice upgrade, and I wish my work...

Problem* The room they put me in was very loud and disruptive. The room (5021) was directly across from the Maid facilities. The staff were very loud starting at 7:00AM, bang, bang, bang loudly all day, everyday. I called ‘at your service’ during my first week and explained the problem and I requested to change rooms. They told me that the hotel was full and they could not move me. I also heard the noise from the hotel renovation construction, however the all day and night banging was not from the construction and clearly from the Maid facility directly across from my room. The noise was so disrupting, and this hotel could not accommodate a different room, so I changed hotels. Moving hotels part way into my trip was very inconvenient and disruptive for me. I had to repack and change hotels part way through my trip because the JW was too noisy. My original reservation with JW was scheduled for April 19-May 10 (21 nights). As you can see from my reservation, I changed my stay part way into the trip, decreasing it by 8 nights due to the unsatisfactory conditions at the JW.

I was not happy with the way your front desk manager handled this situation. Upon checkout, I told the front desk clerk that the stay was not pleasant, so she called for the manager. The manager said they would “make a note on my file and put me in a more quiet room next time”. This is the 5th time I have stayed at this property, platinum, with over 1 million Marriott points; I am not sure why they wouldn't have put me in a 'more quiet room' this time! I was unsure that the manager understood my concern clearly so I literally said again to him “I am not sure that you understand me correctly: I booked 21 nights at your hotel, I am leaving part way through my stay and changing hotels because your hotel is too noisy and you cannot accommodate a room change.” He arrogantly replied “yes, I understood you the first time”, then he said “I am sorry” as I entered the elevator and left the hotel. I was very unhappy and I clearly let him know this and all he said was ‘sorry we are fully booked’ and let me leave.#### I arrived at the hotel by hotel car (from airport). All of my past stays, I was greeted at the entrance, escorted to my room for an in-room check-in. That did not happen this time. Upon arrival I asked the check-in counter, and they said the hotel was fully booked and very busy. This is not what I had experienced during my past stays at...

I usually stay in other Marriotts in the city (based on where my meetings are) but this time I needed to be in between the two airports and meet some business friends over the weekend. I am lifetime Plat, multi-year titanium level - and was very disappointed in this hotel. ||In general their breakfast buffet and executive lounge offerings were mediocre. The service as good - but the food was average, not what I expect from a JW and frankly lower than either the Courtyard in Changfeng (excellent btw) or the Courtyard Puxi near the railway station. I actually bought better pasteries at a shop in Jingan and brought them to breakfast. ||But the main problem was how they handled an overflowing toliet, flooded bathroom that woke me up near midnight. I had gone to bed early to get up early for a flight when I woke up to the noise of water. I was in a suite (used my upgrade certificates) and the bathroom floor was flooded with water - with fecal matter floating out of the toliet. I called maintenance and they came up - they were already dealing with this in the room next to mine so it was a multi room problem, nothing I caused. ||I went down to the front desk and got a key for another room to sleep in, went back to my room to get a few things, to the new room to sleep a few hours (it was now past midnight). When I woke up in the morning and went back to my room - the floor was still flooded, with the waste water soaked into towels and a bath rug all night. The smell was terrible. I got my personal items out of the bathroom - went back to the other room to shower. Came back to pack, while gagging the smell from the bathroom. ||When I checked out I wrote a note to the GM, and the front desk asst manager told me they would compensate me. I got to the airport late after all this back and forth, exhausted and flying a long haul to Europe. Thank god for lay flat seats so I could get some sleep. ||Their compensation???? ||Next time I stayed there I would get one way (made that very clear) transportation to the airport. I paid $30 usd with Didi to go to Pudong. So my $200 per night room - flooded bathroom - moving rooms back and forth - walking in fecal water - that was compensated with ONE WAY TRANSPORTATION. ||I had not been angry before, but I am angry now. Very poor customer service and...