Pudong Shangri-La — Hotel in Shanghai

At check in, I asked to make sure we got rooms on the same floor, as we had two rooms: one for me and my wife and one for my daughter. Any good hotel would automatically put reservations with multiple rooms on the same floor. They said they didn't have any, but that they could give us one of the rooms as a twin room with two double beds. My wife and I decided to just keep the original reservation with two rooms each with king beds. After another 10-15 minutes of her fiddling around, the lady at check in says okay I have your rooms on the same floor. Great! One is with a King and the other is a twin room. NOT GREAT! After already waiting for 30 minutes to check in (no line for check in), we just said, "screw it" and went with the twin room with two double beds. The beds were not double beds. They were twin beds. The lack of the lady's ability to communicate in English was dreadful.

We decided to stay in one night and have drinks and something to eat in the Lobby Lounge. A huge waste of time and money. Way overpriced for horrible food. We waited more than 40 minutes for our food. The fries were completely cold, my chicken was lukewarm (decent flavor though), my wife's chicken was bland, and my daughter's pasta was bland. They said it would take 20 minutes to replace the fries. I told them to remove them from our bill and to send the manager over. The manager just reiterates the 20 minutes. Twenty minutes for fries is beyond ludicrous. They removed them from the bill and brought a dessert as an "apology", which turned out to be a slap in the face as it was a durian fruit dessert. I had to go back to the room to brush my teeth to get the disgusting flavor out of my mouth.

At check out the lady asked if my stay was good. I told her "no" and she responded "great to hear, thank you".

The level of English spoken by the staff is not appropriate for an international class hotel. Most of the time they stare back at you with blank faces when asking questions and they either go find someone to speak English with you or you must use Google translate.

The rooms have a dated feel to them, but the common areas of the hotel are very nice.

To me the only standout part of the hotel was the Health Club. They have a gym, jacuzzies, a Turkish sauna, a Finnish Sauna, and the pool.

If going to Shanghai as a tourist, I would never recommend anyone to stay in Pudong. Everyone said to stay there, but there is nothing to do there other than shopping. You're better off staying in the Puxi area...

This was by far my absolute worst Shangri La experience of my life. It started already from the moment I arrived until I left. When my driver pulled up to the entrance absolutely nobody seemed to care, nobody opened the car door, nobody was there to take my luggage, nobody opened the door to the hotel and there was a long line of people waiting to get to the reception for check in, something I have never ever seen at a Shangri La before. When I finally made it to a receptionist she started to type on her laptop. After standing and waiting for 20 minutes I asked her what in the world she was doing. She mumbled something like "we were fully booked yesterday and I am still trying to find a room for you." Needless to say that I had booked way in advance. Normally I would arrive at the Shangri La and being a member I would simply give my signature on the screen, get my key and would be accompanied to my room within 2 minutes. After another 10 minutes I had it and asked her to call the manager. She was now on the phone for 5 minutes and eventually a young man came and introduced himself as the manager. I told him that I had arrived 40 minutes ago and was still standing at the reception waiting for my room key. All he had to say was "sorry". No explanation, no help, no offer. He cleary must have seen the long line of people waiting and the line just kept growing. Again, he didn’t seem to care and didn’t call for more staff to come to the reception. Finally he came up with the offer for a breakfast for free. I finally got a room key and went to my room. When I opened the room I couldn't believe it. The room had a horrible smell of smoke. Obviously the guest before me had smoked in the room, of course in a non smoking room. Again I called the room service. Instead of offering me immediately another room, a lady came with a spray. That's all. When I was checking out of the hotel the next day, I couldn't believe it, but the same procedure as the day before started again. Here I was standing in line for a receptionist, and then standing there for ever to get my bill.

I am a very regular customer to Shangri La in Bangkok, Kuala Lumpur and Singapore. Never have I gone through such a nightmare. This hotel with this kind of staff should obviously not carry the name of Shangri La. It is seriously damaging the brand. Needless to say that I will never come back...

Firstly, the hotel gave the limo driver the wrong pickup venue of toy story hotel instead of Disney Hotel which we were staying at which I stated very clearly when I book the room and in my email to hotel. It is not very nice to wait for the driver in the cold for so Long with a baby. The driver showed me the message that the hotel send to him to pickup at toy story hotel instead of Disney hotel. It is a big mistake on the part of your hotel. Secondly, I was not given the basic letter or information on what our suite comprises and the time of breakfast etc. I had to ask for it at 29th floor myself. This should be standard information offered upon checking in but it was not. Thirdly, our suite room door leading to bedroom cannot be closed at all and we have to get the maintenance guy to come repair it and after it can be closed but still cannot be locked. Fourth, the rain shower keeps dripping icy cold water down even when we switch to hand shower mode. This is very annoying as when I bathe my 1 year old baby Daughter, she cries when the icy cold water drips on her. Fifth, after paying 1000rmb plus for airport transfer, we would expect better service from the driver. I told him in Chinese the minute we enter the car to start our journey to airport that our flight is Singapore airlines at terminal 2. He drop us at the wrong end of terminal 2. When we stopped we asked him how come the signs don’t have Singapore airlines. He insisted that it’s just inside where he drop us. The signs to the left or right of where he dropped us doesn’t have Singapore airlines at all. When we entered the terminal we had to push so many luggages and bring our 2 kids and walk to the opposite end of terminal 2 because the inconsiderate driver dropped us at the wrong end. This is the kind of service that we paid so much for and Shangri-La provided us with. Lastly, every Shangri-La hotel we stayed in since my 9 year old Son was a baby, he will be given a signature Shang bear but this round none was given to my Son or my Daughter and we forgot to ask until we reached home in Singapore and my Son saw his collection of Shang bears and ask why he or his Sister were not given this round. Overall, we had a rather pleasant stay as the cake and flowers on my birthday was a nice surprise minus these few hiccups but for the premium price we paid, these hiccups should not have...