Shanghai Grand Trustel Purple Mountain Hotel — Hotel in Shanghai

I stayed at Jingling Purple Mountain Hotel, Shanghai, I extended my booking to compete 10 nigths, expecting a level of comfort and quality befitting a five-star property. Unfortunately, my stay was marred by issues that ranged from outdated room conditions to unprofessional customer service.1. Outdated Room InteriorsThe most glaring problem was the condition of the room itself: • Old Carpets: The carpet in the room was visibly worn and dated, creating an uninviting atmosphere. • Torn Wallpapers: Several sections of the wallpaper were torn, detracting significantly from the room’s appearance. • Old Furniture: The furniture was outdated and in poor condition, making the overall environment feel neglected rather than upscale.2. Poor Customer Service and CommunicationThe overall service left much to be desired: • Airport Transfer Request Refused: Despite giving them so much business over a 10-night stay, I requested a complimentary airport transfer. Given my loyalty and the extended duration of my stay, this request was entirely reasonable—yet the staff bluntly refused. • Room Fee Confusion: I encountered an issue regarding my room type. Although I mistakenly booked a twin room, I was assigned a queen room. When the duty manager tried to charge an extra 35 RMB for this discrepancy, I was given an ultimatum: either change the room or pay up, with an awkward offer of an “upgrade” that I declined. • Language Barrier: Communication was extremely challenging. The staff’s limited English and inability to communicate effectively compounded my frustration, making even simple requests difficult to resolve.3. Falling Short of Five-Star StandardsBased on my experience: • The combination of outdated room interiors and poor customer service creates an overall impression that this hotel is more in line with a three-star establishment. • Even after a 10-night stay, there was no effort to improve the situation or accommodate a long-term guest’s concerns. Instead, I was repeatedly let down by a lack of proactive service and attention to detail.Final ThoughtsMy stay at Jingling Purple Mountain Hotel, Shanghai, left me thoroughly disappointed. I expected a modern, comfortable environment paired with genuine customer care but instead encountered outdated facilities and dismissive service. Unless significant changes are made—both in the physical upkeep of the property and in staff training—I would strongly advise potential guests to consider other options in Shanghai.I hope the management takes this feedback seriously and makes the necessary improvements to truly meet the...

5 star hotel at 3 star cost.

The staff are extremely respectful and VERY courteous. They have worked very hard to make this an extremely luxurious experience. I have to emphasize, the staff are extremely attentive, I feel like a freaking diplomat or a celebrity, I'm just a jackass that got cheap airfare to Shanghai and picked this hotel for its price and location.

I would give it five stars, but I have found that I enjoy the more down-to-earth feel of my favorite 3-star hotels.

If you happen to break your power strip and power converter by not using it properly, they have your back.

Very luxurious room with windows (mine was ~$80/night), a very comfortable bed, and staff that are very personable. There is a language barrier, but not much of one, they actually follow up with misunderstandings to make sure they have it right.

Within walking distance (~1.2 miles / 2km) of the Bund and many other things to see.

Internet is reasonably fast, but they could improve that by actually using a password protected network.

I would recommend this hotel to anyone of my friends, and none of my enemies. I would stay here again. Twice. I'm glad that I got a 10 year visa instead of the 3 month single-entry visa that I applied for.

I cannot say enough about this stay. I'm floored. THIRTY THIRD FLOOR floored (lol).

Maybe my expectations are low, I don't need much, but these people that work in this hotel really make the experience. The view is nice, the location is nice, but the people that work here are the real deal. Extremely attentive, I cannot stress that enough. I bet that if a guest here has a small bad experience, they lose sleep.

Ok, one small complaint, the desk chair doesn't have arms. Desk chairs should have arms. If I have to have a negative, that's my only one.

No smoking rooms, by the way, don't believe any of the...

I really don’t understand how this hotel gets such high ratings.|Pool area: Very disappointing. To reach the pool, guests are directed through a kitchen area where fruits and vegetables are being prepared — extremely unprofessional. Right next to the pool, there’s another corner where staff were grilling and cooking, filling the area with smoke and bad smells. The pool itself looked neglected: the edges were dirty, clearly not cleaned for a long time, and the small foot bath before entering the water had trash inside, including plastic and masks. This gave a very unhygienic and unpleasant impression, nothing like the photos advertised.|Gym & Spa: The gym is tiny and crowded. It was mainly used by outside groups for pilates and fitness classes, so it didn’t feel like it was really for hotel guests. Our reservation said “sauna included,” but in reality, using the sauna costs extra.|Laundry: Very misleading. They advertise laundry, but there are no machines for guests. It’s only a pay-per-piece laundry service, with an additional 50% surcharge per item — something I’ve never seen before in a so-called 5-star hotel.|Breakfast: Food quality was just average, more like a 3-star hotel, nothing close to 5-star standards. What shocked me most was the service and atmosphere: staff were not welcoming at all, and I witnessed very rude behavior. One morning, a guest had her toast taken away by another customer right in front of everyone, and instead of helping, the staff laughed at her along with the other guest. That’s unacceptable anywhere, but especially in a hotel claiming to be “luxury.”||Overall, the hotel felt dated, unclean in important areas, and the service was far from professional. Definitely not the 5-star experience it claims to be — I would not recommend...