Radisson Collection Hotel, Hyland Shanghai — Hotel in Shanghai

Here's a well-structured review in a professional yet honest tone for your experience at the Radisson Hotel in Shanghai:---Disappointing Service Despite Excellent LocationI chose the Radisson Hotel in Shanghai primarily for its exceptional location—right on Nanjing Road and within walking distance to The Bund—which is undeniably convenient and vibrant. I was willing to pay a premium for this prime spot, expecting a five-star experience to match. Unfortunately, the service and room design did not meet expectations.The room size was surprisingly small, and the layout of the Deluxe Twin Sharing room was highly impractical. The bathroom was awkwardly placed between the entrance door and the beds, with no proper separation, making it uncomfortable for two people (especially non-couples) to use the space without disturbing each other.Upon arrival, there was no bellboy or staff to assist with luggage, and we had to carry our bags ourselves. For a hotel of this caliber, this was disappointing. The front desk staff seemed indifferent and unwelcoming, which set a poor tone for the stay.What truly stood out—in the worst way—were my interactions with the concierge. On Day 1, I asked for help with booking day tours and reaching Disneyland (having already bought tickets). The concierge told me no tours were available due to the Labour Day holiday and that a round-trip to Disneyland would cost 600 Yuan by taxi. However, this was misleading—I later found many tours available on Klook and Tripadvisor, and the metro connects directly to Disneyland. It felt like the concierge was either uninterested or deliberately withholding information.The second incident was worse. I had several packages arriving at the hotel from different factories in China, clearly labeled with my name and room number. When I went to the concierge to collect them, I was rudely asked for an SF tracking number, which as a foreign guest, I was unfamiliar with. After reluctantly finding my package, he demanded I pay a 23 Yuan fee immediately or he would send it back. I explained that I was on a business visa for the Canton Fair and these samples were essential for my work, and that factory senders usually cover delivery charges. Still, he grew agitated and threatened to return the package. To avoid further escalation, I paid on the spot and informed him that I would speak to hotel staff for handling any future deliveries. No apology or assistance was offered by the front desk when I reported the incident.Overall, while the location is unbeatable, the hospitality and professionalism fell far short of the standards one expects from a 5-star international chain. This was a critical business trip for me, and I left feeling frustrated...

Disappointing Service Despite Excellent Location

I chose the Radisson Hotel in Shanghai primarily for its exceptional location—right on Nanjing Road and within walking distance to The Bund—which is undeniably convenient and vibrant. I was willing to pay a premium for this prime spot, expecting a five-star experience to match. Unfortunately, the service and room design did not meet expectations.

The room size was surprisingly small, and the layout of the Deluxe Twin Sharing room was highly impractical. The bathroom was awkwardly placed between the entrance door and the beds, with no proper separation, making it uncomfortable for two people (especially non-couples) to use the space without disturbing each other.

Upon arrival, there was no bellboy or staff to assist with luggage, and we had to carry our bags ourselves. For a hotel of this caliber, this was disappointing. The front desk staff seemed indifferent and unwelcoming, which set a poor tone for the stay.

What truly stood out—in the worst way—were my interactions with the concierge. On Day 1, I asked for help with booking day tours and reaching Disneyland (having already bought tickets). The concierge told me no tours were available due to the Labour Day holiday and that a round-trip to Disneyland would cost 600 Yuan by taxi. However, this was misleading—I later found many tours available on Klook and Tripadvisor, and the metro connects directly to Disneyland. It felt like the concierge was either uninterested or deliberately withholding information.

The second incident was worse. I had several packages arriving at the hotel from different factories in China, clearly labeled with my name and room number. When I went to the concierge to collect them, I was rudely asked for an SF tracking number, which as a foreign guest, I was unfamiliar with. After reluctantly finding my package, he demanded I pay a 23 Yuan fee immediately or he would send it back. I explained that I was on a business visa for the Canton Fair and these samples were essential for my work, and that factory senders usually cover delivery charges. Still, he grew agitated and threatened to return the package. To avoid further escalation, I paid on the spot and informed him that I would speak to hotel staff for handling any future deliveries. No apology or assistance was offered by the front desk when I reported the incident.

Overall, while the location is unbeatable, the hospitality and professionalism fell far short of the standards one expects from a 5-star international chain. This was a critical business trip for me, and I left feeling frustrated...

Our week-long stay, with 5 rooms including 2 executive suites, was marred by consistently poor service from the Front Desk. F&B staff, in contrast, were friendly and helpful. Despite the hotel’s prime location and spacious rooms, the lack of basic hospitality was glaring.

Check-in took over 40 minutes, even with a confirmed booking—an exhausting experience for my elderly grandparents. When my grandfather fell ill and we needed to extend and upgrade his room, staff showed no concern or initiative. Despite room availability, we were told to “check again tomorrow.” I had to go through a third-party agency just to secure what should have been a simple, compassionate adjustment.

On multiple occasions, my parents’ room keys were deactivated due to false claims of unpaid bills. Each time we presented proof of payment, and each time the issue was brushed off—no apology, no accountability.

Throughout the stay, it was also extremely difficult to communicate in English. Even basic requests were often misunderstood or ignored, making an already frustrating situation even more stressful.

I don’t usually name staff members in reviews, but this time I feel it’s necessary. Michael, possibly a manager, was one of the few helpful and professional staff members we encountered. In contrast, Owen consistently displayed poor attitude, rudeness and a refusal to assist—contributing significantly to the negative experience.

We are not rude people and were very calm and patient with the front desk the whole time. On my last day, I asked to speak to Owen directly to express disbelief in lack of effort. To which he said “ok ok sorry” to brush me off quicker. This hotel might suffice for a one-night stay due to its location, but for families, groups, or longer visits, I strongly advise against it. Expect frustration, not...