The Peninsula Shanghai — Hotel in Shanghai

Sad to say, very disappointing. ||||I was really shocked to find the level of English spoken really not up to standard for an international hotel. A lot of miscommunication. ||||We stayed over Christmas and had high expectations, choosing to stay here to celebrate over other options available. If I had the choice again, I would choose elsewhere. ||||Overall the hotel has a funny layout and set up. There is nowhere to sit and relax, no lounge area. Only the lobby restaurant which is right infront of the main door. If you want to sit in here you have to order food and accept that a million people will be in and out of the doors. There is a rooftop bar, but no kids allowed. ||||Being Christmas and the marketing that surrounds the hotel, crowds are expected. There is a steady stream of non-resident guests dressed to the absolute nines coming in to do a full blown photoshoot infront of the Xmas tree. I’m talking 100 photos in every position, it’s like watching soft porn. The staff were visibly frustrated and we also found it very annoying. ||||Everything was much quieter on 26th! Sadly the Xmas trees and decor came down overnight and everyone made a mass exodus. Atmosphere vanished. ||||Room was comfortable and furnished nicely. Housekeeping team were lovely, so kind and helpful. Danny on the concierge desk was very helpful. ||||At check in we were told we would have to wait 2 hours as the room we reserved wasn’t ready. This was at 13:30 and we had already been in the hotel for 2 hours by then. Seeing my disappointment they insisted on upgrading us to a suite that was already ready. As nice as this gesture was, it didn’t have a view of the river as I had hoped and planned for our stay. Our view was actually the sidewalk and on the 4th floor, quite close to the ground. ||||Unfortunately the hotel has not partnered with any toiletry brands and instead offers its own brand toiletries. This was another disappointment, very poor quality. ||||The pool was truly stunning, however the temperature of the room and water was really cold, this put us off going back. There were also people coming in to “view” the pool and walking around with their shoes on which I found very unhygienic. One even dipped his shoed foot into the jacuzzi water, goodness knows why! I brought this to the attention of the pool attendants and they didn’t get what the fuss was about. ||||Festive buffet lunch was limited. Meat and shellfish heavy with rich sides mostly including meat. It was a tiny selection and lack of variety meant it was uninteresting and quite boring. Not as I expected. Had to ask for bread -2 staff members didn’t understand the word “bread.” Felt ripped off here.||||Maybe it’s because we had a recent stay at the Waldorf Astoria and their festive lunch buffet was absolutely incredible. Take the Waldorf over this place any day!||||Breakfast was ok. Semi buffet where you order items from a menu and have an additional buffet. I found the quality to be ok. Everything was very restrained which is maybe the style here, but I found it very limiting. It would have been nice for buffet items to have a rotation for more variety. Having the same foods everyday was a bit boring. Service was very slow. ||||Dinner: Again, I found the service in the lobby restaurant questionable. When eating we ordered plain pasta, but were changed for bolognese. I did query this on principle as a charge of over 30gbp is massive for plain boiled spaghetti. When the manager came he really embarrassed me by saying they would not change the price and that many people have order adjustments but they did not change the price. During the same meal my nearly fully glass of wine was spilled accidentally and was not refilled. I found this very poor taste. I was charged the full amount at 25gbp per glass. ||||When we got up to leave I noticed about 3 tables dining and realised why the place was empty. A shame as they had a lovely live jazz band playing, but no atmosphere or hospitality. ||||In spite of everything, we really tried to enjoy our stay here, revisiting the restaurant and interacting with the staff on multiple occasions. I was expecting to feel warmth and welcome as mentioned in previous reviews, but it just didn’t show up. We most certainly won’t...

Arrival & Check-In| • My check-in was handled by Rustin at the front desk.| • I had booked a Garden View room, which was not ready at the time. He then mentioned the possibility of assigning me a Bund View room.| • He had already started preparing the key cards and arranging a welcome amenity to be delivered to this “new room.”| • Suddenly, the system showed that my originally booked Garden View room was ready, and he canceled the welcome amenity delivery right in front of me.| • He then placed the decision on me: “Would you prefer the Garden or the Bund View?” As a guest unfamiliar with their room inventory, I found this practice extremely unprofessional and discourteous.| • Eventually, I was assigned to Room 1205 (Garden View).| • Upon entry, I was immediately hit by a strong musty, damp odor, clearly indicative of a room that had just been hastily cleaned and released without a supervisor’s final inspection.| • My impression is that the Garden View room was rushed to be given to me, while the Bund View room was likely reserved for direct-booking or paid-upgrade guests.||⸻||2. Welcome Amenity Experience| • When the staff member delivered the amenity, I asked whether she also noticed the smell in the room.| • She chose to lie, claiming she had a cold and therefore could not smell anything.| • Yet, she was not wearing a mask while delivering fruit and pastries, which revealed the dishonesty.| • Later, a manager admitted to me that she had not been sick at all and had indeed lied.||⸻||3. Breakfast Experience| 1. Seating|| • I requested a window seat facing the garden. I was told to wait, which I accepted.| • However, I was eventually seated in a corner by Luna. Even after multiple tables near the window turned over, she never proactively followed up or checked if I still wished to move.|| 2. Ordering & Beverages|| • It took at least 6–8 minutes before anyone approached to take my order, which was finally handled by Speik.| • I ordered an iced Americano, but it was served with whole milk without any inquiry about allergies or dietary restrictions.| • The coffee also took far too long to arrive.|| 3. Food Service|| • The Japanese set breakfast took approximately 30 minutes to be served.| • To my astonishment, another identical set was mistakenly delivered an hour later, indicating severe miscommunication in the service flow.|| 4. Bread Basket Incident|| • I requested to order a bread basket.| • Instead of taking the order, Speik simply pointed at the buffet and instructed me to fetch it myself, declining to assist or provide service.||⸻||4. Complaint & Communication| • I filed my complaint via WhatsApp (PenChat).| • Multiple duty managers and department-level managers approached me, but no director-level or senior management ever made themselves available, which is unacceptable for a property positioned at this level.||⸻||Final Statement||Throughout my stay, I refused all forms of compensation — no waived charges, no token gifts etc — because I was never seeking financial restitution. What I expected, and what should have been guaranteed at a property under this brand, was genuine respect and dignity towards the guest experience.||Unfortunately, that was absent from the...

THE PENINSULA

In Shanghai, where the collision of tradition and modernity cascades through the bustling streets like a symphony of contrasts, a sanctuary of opulence and grace emerges. THE PENINSULA a beacon of timeless elegance amidst the relentless march of progress, dominates the skyline with an aura of quiet majesty.

From the moment you step through its magnificent entrance, the whisper of history intertwines with the pulse of the present, weaving a tapestry of cultural richness that transcends mere luxury. Here, in the heart of the city, the cosmopolitan finds solace in the embrace of unparalleled hospitality.

As you look across the river and watch the night dance across its surface, a vision of the future and light, like a cinematic spectacle, the walls of THE PENINSULA stand tall. They offer a refuge of tranquillity amidst the tumult of the world beyond. There are few experiences that rival the enduring power of nobility and elegance in an ever-changing world, and The Peninsula embodies such a rarity - a haven to linger in and celebrate life.

Throughout the hotel, from the restaurants and bars to the front desk and room attendants, the entire staff exudes an incredible sensitivity. Allow me to single out one individual whose influence remains profound, and to whom I am ever grateful for his extraordinary generosity. In THE PENINSULA most spacious, cathedral-like lounge, where light floods in through opulent windows and bouquets of flowers waft through the air with a whiff of guests, there stands a persona of extraordinary aura and refinement: Gentleman Danny Hu, the concierge. He holds the key to everyone's heart.

His presence resembles that of a well-dressed conductor, weaving the invisible threads of service and devotion with the subtle power of a virtuoso. His movements are a choreography of grace, each gesture, each dialogue radiating an indescribable lightness, yet imbued with a deep connection to the needs of all the guests, without diminishing their dignity. Even if they are not conscious of the music of his efforts, they are under his shelter.

Effortlessly, he solves even the most complex problems with a serenity that feels like a touch of magic. It is as if he knows the secrets of the universe and reveals them with a gentle touch, fulfilling every wish before it is even spoken. His gallantry is an echo of times past, a tribute to an era when manners and refinement were held in the highest regard.

But it is not only his mastery of service that endears him to guests, but also his warm personality and sincere desire to make each individual's stay unforgettable. In the subtle nobility of his speech and the unwavering courtesy of his manner lies a deep appreciation of the art of hospitality that transcends words and can only be felt in the hearts of those fortunate enough to make his...