Sheraton Shanghai Waigaoqiao Hotel — Hotel in Shanghai

No Customer Service! Stay Away!!!

We had our wedding reception at this hotel, Sheraton Shanghai Waigaoqiao Hotel, and spent approximately $21,000 USD. The morning after the event, we made a request for the Starpoints for the money we spent. The hotel staff said they would submit the request to the Headquarters and the points would be added to my SPG account. Our event was in October 2015. It is now March 2016, and we still have not received our points. The hotel said the reason why we were not given the points was because we did not talk about or request the points before the contract was signed. Our position is that a) the hotel staff did not bring up the rewards program for SPG members while the contract was being discussed, b) the final contract that we signed did not say we cannot earn Starpoints for our spending for our wedding reception event, and c) a SPG preferred guest should be earning Starpoints for each U.S. dollar spent. The hotel ignored our position and said because the contract was signed by a staff that had already left the hotel so there was nothing the hotel could do for us, even they knew the contract did not state that we cannot earn Starpoints. Because the hotel did not respond or ignored our follow-up e-mails, we made a complaint to the SPG Customer Service in China. The case was assigned to a customer service agent. The agent sent us an e-mail advising that he had already contacted the hotel and the hotel would be in contact with us within 3 business days. We waited for 9 days, but we did not hear from the hotel. We contacted the Chinese SPG Customer Service again. The same agent told us the same thing and said that the hotel would contact us as soon as possible. This time, we waited 14 days, the hotel, again, did not contact us. We decided to make a final contact with the customer service agent and let him know that the hotel did not contact us at all in spite of our previous requests and the requests from the Chinese Customer Service. The agent replied and said that he had contacted the management of the hotel and the hotel would give us a resolution within 3 business days. Then, 18 days have passed by, neither the hotel nor the customer service agent contacted us with regard to our Starpoints request. We thought this was very disrespectful and we felt very insulted as a customer and SPG member!!! We are so tired of waiting and we don't believe in contacting the Chinese Customer Service or the hotel would do us any good, so we decided to post our experience online to warn other people to avoid this hotel as they do not have customer service, do not care about their customers, ignore customers' requests and communications and they would not even try to work with the customers to find a solution for their mistakes!!! So my only advice to you is, STAY AWAY FROM SHERATON SHANGHAI...

We had our wedding reception at this hotel, Sheraton Shanghai Waigaoqiao Hotel, and spent approximately $21,000 USD. The morning after the event, we made a request for the Starpoints for the money we spent. The hotel staff said they would submit the request to the Headquarters and the points would be added to my SPG account. Our event was in October 2015. It is now March 2016, and we still have not received our points. The hotel said the reason why we were not given the points was because we did not talk about or request the points before the contract was signed. Our position is that a) the hotel staff did not bring up the rewards program for SPG members while the contract was being discussed, b) the final contract that we signed did not say we cannot earn Starpoints for our spending for our wedding reception event, and c) a SPG preferred guest should be earning Starpoints for each U.S. dollar spent. The hotel ignored our position and said because the contract was signed by a staff that had already left the hotel so there was nothing the hotel could do for us, even they knew the contract did not state that we cannot earn Starpoints. Because the hotel did not respond or ignored our follow-up e-mails, we made a complaint to the SPG Customer Service in China. The case was assigned to a customer service agent. The agent sent us an e-mail advising that he had already contacted the hotel and the hotel would be in contact with us within 3 business days. We waited for 9 days, but we did not hear from the hotel. We contacted the Chinese SPG Customer Service again. The same agent told us the same thing and said that the hotel would contact us as soon as possible. This time, we waited 14 days, the hotel, again, did not contact us. We decided to make a final contact with the customer service agent and let him know that the hotel did not contact us at all in spite of our previous requests and the requests from the Chinese Customer Service. The agent replied and said that he had contacted the management of the hotel and the hotel would give us a resolution within 3 business days. Then, 18 days have passed by, neither the hotel nor the customer service agent contacted us with regard to our Starpoints request. We thought this was very disrespectful and we felt very insulted as a customer and SPG member!!! We are so tired of waiting and we don't believe in contacting the Chinese Customer Service or the hotel would do us any good, so we decided to post our experience online to warn other people to avoid this hotel as they do not have customer service, do not care about their customers, ignore customers' requests and communications and they would not even try to work with the customers to find a solution for their mistakes!!! So my only advice to you is, STAY AWAY FROM SHERATON SHANGHAI...

I stayed in this hotel to celebrate New Years with my fiance, we booked a premier suite for 2 nights. The hotel had some strong sides but surprisingly very bad sides to it too.

The Pros: ~The hotel design is nice and the interior environment looks good. ~The staff was generally quite friendly and always smiled at us. ~The room was large and clean, quite convenient honestly. ~Staff was knowledgeable with the English language, better than what I have expected. ~The happy hour was fun, free alcoholic and non-alcoholic beverages, who could say no to that?

The Cons: ~Air conditioner (Cold air) did not work in any room across the entire hotel. ~Some rooms were extremely hot (28 degrees Celsius) ~The Breakfast and Dinner buffet was quite expensive while the food was quite bad (You don't get what you pay for) ~The beverages in the mini fridge weren't for free while there was no sign indicating so, the beverages cost 40 RMB in the hotel while a store nearby sells the same for 4,5 RMB. ~Nothing interesting outside the hotel. ~We had to sleep in a hot room for the whole night, switch room to a less "hot" room, pay for drinks we assumed to be complimentary. All that without receiving any type of compensation. ~Nobody informed us of breakfast hours, dinner hours, happy hour, pool location and prices. ~The TV in the 2nd suite did not work, couldn't change the volume and buttons from 1 through 4 did not work. ~At the check-in and check-out nobody recognized me as an SPG member and I was almost charged for the room in Cash while I booked with points.

Honestly the Air-conditioner and Food quality is what upset me most, we stayed for 2 nights and had to switch rooms and were unable to sleep during the night. Based on that I would not recommend this hotel to my friends especially because a suite in such an expensive hotel doesn't have an Air-conditioner and lacks proper compensation for dissatisfied costumers.

I have been to cheaper SPG hotels in Shanghai and Beijing and they were far better...