Sheraton Shanghai Hongkou Hotel — Hotel in Shanghai

I took a late flight to SHA on 20 Sep 2016. When I arrived at the hotel, it was already 1am on 21 Sep. Since I needed to check out early in the morning on 21 Sep and to catch another flight, I proceeded to the front desk and tried to get my room asap. The front desk staff took quite a long time to check my records in the system and told me two issues: (1) the type of room that I reserved was sold out and she would give me an upgrade to the club floor; (2) there were two records under my account in the system, and it was shown that I would also stay in the hotel from 22 to 23 Sep. I responded to her that I would be staying in Sheraton Grand Beijing on 22 and 23 Sep and the record that she was talking about was not mine. She then gave me a confirmation sheet to sign on. Check out date was listed as 21 Sep. She did not tell me anything about breakfast arrangements at check-in.

Since I thought I was upgraded to the club floor, I was entitled to use the Sheraton Club Lounge. When I proceeded to the lounge, the reception staff led me inside the lounge after checking my room number. Later on, she asked me whether I was a SPG platinum member and I responded to her that I was not. She then told me the lounge was reserved for SPG platinum members only and I would need to pay a fee if I wished to use the lounge. I told her I would not pay and left.

I later on found out that the incorrect reservation record for 22-23 Sep was still under my SPG account. I needed to call a number of hotlines to sort things out. The problem is still pending and I have made a number of roaming calls for a charge.

Sheraton is a five-star hotel but did not offer room guests five-star service. Firstly, front desk staff did not cancel the incorrect reservation record for 22-23 Sep even when I confirmed with her that I did not make that reservation. Secondly, she took a very long time to handle my check-in but did not explain to me any arrangements during my stay. Thirdly, I wonder why she would refer the "upgrade" as an upgrade as I could not find any difference between the type of room I reserved and the room I was assigned provided that I was not allowed to use the Club Lounge even when I was assigned to the Club Floor. Furthermore, the view of the room I was assigned was even worse than the one I stayed on 16 and 17 Sep. For the club lounge receptionist, I do not think she was telling me the truth. I was not convinced that Sheraton Club Lounge was for use by SPG Platinum members only.

One more thing: the waitresses at the Feast was not trained. They could not identify which table was taken by other guests. Alternatively, I needed to tell the waitresses the table I was led to was taken by some other guests as there was a cup of tea on the table. That was totally unacceptable.

I don't think I will stay in Sheraton hotels anymore. The...

This has been a very Bad Experience!

The hotel stated as smoking free, however, a lot of smoke came from the central air conditioner, we were coughing so much at night due to the disgusting smoke came out at 1:45Am, esp my children- c/o to the manager at night, but the hotel gave an answer the next morning said they could not detect whom smoked and could not help with this. We went out from 9am to 10pm, and on return, our room still not been serviced! No fresh towels or shower gel, we questioned the front desk, initially, they questioned if we had put out “Do not disturb sign”, then they said may be due to that we didn’t call to request service?! - we were shocked on that they were putting responsibility on guests- We had traveled around the world never heard guests had to call to request service in 5 star hotels. In the end after some push and pull conversation, they said they forgot to do our room, and offered us to change to another room - We were exhausted, and had to pack and move room with sleepy children at 11pm, very tired. We had paid nearly ¥1000 per night with no breakfast for 7 days stay- expected it to be a good hotel (we had been other Sheratons eg Fiji, Sydney) however, the condition of this hotel is shocking- at least not worth ¥1000 per night ( we paid for a deluxe room), carpet stained badly, room smelled tobacco, dust in the corner of the room, stains on the iron board. We had been in another 4 hotels in China, all of them provided at least two bottles of water for guests, but Sheraton got no water except you had to do an app join program- wasting guests time. Ps no pullout cloth line- no where to hang washed clothes.

这次中国之旅的酒店感觉最差，没有之一。

先声明，我们住过好几个不同国家的喜来登，都非常满意，特别是斐济的，特别的暖心舒服。这次在中国 真是对虹口喜来登失望至极。

地毯污迹斑斑，墙角灰尘累累，插座按不进去，进去了反而不通电了，花洒旧了包皮继续用，熨衣板就像小朋友的尿布一样脏，你们要是个普通酒店我也不说啥了，可是这是我们以花了近1000元一晚还不包早餐的价格 定的一周的豪华客房啊！

奇葩的是 屋里的中央空调竟然会出🚬烟的味道。第一晚的凌晨1:45分 有一股特别强的味道袭来，搞得实在是是没法睡，孩子们也咳嗽，打电话投诉客服，说是第二天会处理，可是第二天给我们说 没找到谁吸烟，他们无能为力。

更奇葩的来了，我们出去玩了一天晚上10点回来都累瘫了，结果发现没给我们整理房间！孩子们要洗澡睡觉，连浴巾和浴液也没给新，打电话投诉，前台第一时间推卸责任，问是不是我们挂了不打扰，我说不是，她们竟说我应该要出门前通知他们打扫房间（是不是我们没穿一件奢侈牌觉得我们没住过5星？）气的我老公跑前台说英语才给解决了（华二代），说是忘了打扫，只能给我们换一个相同的房间- 于是，半夜拖着孩子排行李换房间 真是他们过错我们受罪。 一路住下来，觉得这个酒店太不大气了，别到每个酒店都提供两到四瓶免费水，他们还要注册才能给俩水，算了，有点骨气，自己买也不注册了。 不方便 随身洗的衬衫也没地方晾-...

First I have to say, that this hotel is not too bad, I've seen hotels worse than this. But a 5 star hotel should provide more than I've got during my stay. But let’s start with the positive aspects:

The entrance hall was clean and clear. The rooms are quite big; it was enough space for working at the desk and the bed was big enough, too. The view from the upper bar/restaurant was nice. Also the swimming pool was nice and comfortable.

Unfortunately, there were some issues, too. These issues diminished the pleasure of my stay, so I was not too happy:

The room was too warm and smelled a little humid. The air condition cooled down a limited area of the room only, parts remained warm even with air condition on. And as the noise of the air condition was too loud, I’ve had to turn it off during night. From the room in the neighborhood the noises from air condition and bathroom fan were really loud, that disturbed my sleep significantly. The sound of the TV was really bad, and constant noise disturbed the voices in movies or news. At the front desk I've asked to fix this issue, but nothing happens.

Regarding the restaurants, I have to say that breakfast was just average. I've got café latte in a take-away-cup. Every time! That’s inacceptable. Also the cheap paper tissues on the table instead of real napkins were not 5-star-like. And the staff at breakfast was inattentive, uninspired and not very friendly.

All in all I was a disappointed; I'd expected a better service in such a hotel. Off course, the stay was not too bad and I've experienced also other hotels which are worse. But this should not be the benchmark for a 5 star hotel like Sheraton.

Maybe it was just a bad week and an exception with my room, but unfortunately it was my week and my room... I'm not sure if I would chose...