The Sukhothai Shanghai — Hotel in Shanghai

At around 1:30am on 17 September 2025, the shower head mount gave way during shower causing the shower head to fall on. In reaction, to avoid being hit by the shower head on the head, I had used my hand to secure the shower head back in place. Unbeknownst to me, the shower head’s metal casing had become frayed due to inadequate maintenance exposing a sharp metal edge. This sharp metal edge then caused a cut of no less than 2cm to one of my fingers.||I later tried contacting the duty manager via the official WeChat account to no avail and had to call front desk to get them to get the duty manager to pay attention to the WeChat. Given the late hours, I also asked them to have the manager call me around 11:30am to let me know follow-up action.||At 11:30am, their duty manager called me to do two thing: (1) ask about what happened again even though I had already sent detailed message as to what had happened together with pictures and (2) offer to have the shower fixed. I immediately informed her that there is also issue with the mount, not just the shower head. And that their fridge was in fact not working. Drinks fresh out of the fridge has no condensate even though it is over 30 degrees and humid in Shanghai. I told her I need a change of room after what had happened and after some further discussion, the manager agreed. She then pressed for a confirmation of when I will be returning to the hotel to move out of the room as they would like to “sell the room” after I move out. She had said that she will further discuss with her managers as to follow-up action and compensation.||During the day I received further messages pressing for my return time and at around 4:35 pm, I replied their message via WeChat confirming that I had just gotten back to the room and will start packing. Within 5 minutes, they had sent housekeeping up to check the cleaning. Housekeeping asked me if I had an issue with the cleaning, at which point I said I have been asked to change room so I am not going to comment on it. Housekeeping then asked if I want to change room. At that point, I can sense that there is a miscommunication and asked her to have the duty manager to come to the room to avoid further miscommunication. Within 5 minutes, instead of the duty manager coming, the porter came with a luggage cart. This was ridiculous. So I further insisted that we all wait for the duty manager to appear before proceeding further. At around 5:05 pm, the duty manager finally arrived. This was a different duty manager to the one I spoke with that morning. I confirmed with him about the room change and then asked them all to leave while I get on with packing.||It is just ridiculous. There is clearly a lack of communication and in any event, a guest who just informed you all the belongings are spread out and that the packing is starting at around 4:35pm is not going to finish packing in 10 minutes. It is also very arrogant to not turn up and send two junior staff to deal with your guest who was changing room due to injury caused by your equipment.||After the room change, I went down to front desk to leave a message to the duty manager I spoke with earlier that day to follow-up. Only to be informed that duty manager is off-duty the next day. I will check out on the day after (19 September). This is again quite ridiculous. You do not tell your guest you will follow-up when you know full well you are going to be off-duty between the end of your current shift and when the guest checks out.||On that evening and the day that follows (18 September), different duty managers messaged me offering to upgrade my next stay. This is ridiculous. How arrogant do you have to be to assume I will willingly come and stay at your hotel again? Not to mention that I am a Titanium member of GHA Discovery, which this hotel is a member of, which will entitle me to room upgrade if one is available?||It has been over 36 hours since the injury occurred and not one single manager has even approached me to even offer an apology. Not even a single note, for that matter. ||Every hotel deals with issues happening during guest’s stays differently but I have never had a hotel given me such an arrogant and insincere follow-up after a serious incident. Having a shower that falls on to your guest and causing injury is no doubt serious, especially for a hotel of this standing. Even if I am not a frequent guest I will expect more sincere and authentic treatment. Here, it is unacceptable to have this treatment when I am a frequent guest at this hotel.||This hotel used to be good, reliable and I had in fact switched from another hotel to this one for my frequent business trips. During the past couple of stays I had noticed a decline in service and aging facility. This stay highlights the problems. If there was proper inspection of equipment, the issue with the shower would have been noticed. If the cleaning crew had done their job, a swipe of a cloth on the shower head would have nagged the cloth. Either would have prevented this happening to me. And to have the gall to rush me out of the room so they can have the next lot of unsuspecting guest stay in the same room, is just unbelievable. This, to me, is a reflection of the state of management at this property. One won’t accept this level of service even from a hotel half your price. It is not a price issue, it is just...

Improve Service and FACILITIES|Review of The Sukhothai Shanghai|Pending reviewReviewed|During my stay at Shanghai Tai Hotel in Shanghai from March 27th to April 2nd this year, I had an unpleasant experience. On the third day of my stay, March 29th, while swimming with my family in their indoor pool, an accident occurred. Unfortunately, I slipped and got injured while walking from the changing room to the pool stairs. Despite sitting on the stairs and resting, no one, including the staff passing by, offered any consolation or assistance||Afterwards, I slowly made my way to the pool, but the lifeguard did not immediately provide a first aid kit until I requested them to find someone and bring it. The hotel staff also suggested that I go to the nearest hospital, but initially refused my request for a hotel staff member to accompany me, citing their busy schedule. However, I insisted on having someone accompany me to the hospital, and eventually, a male security guard was assigned to accompany me. However, his role was limited as he did not describe my situation at the hotel to the doctor or assist me with other matters. Finally, when I left the hospital, he did not return to the hotel with me but left on his own||Although they quickly reimbursed me for my medical expenses, when I inquired about how they would handle my medical expenses after leaving Shanghai, they only suggested that I contact the insurance company||For this case , hotel waived me done of the expense in hotel for this case.||Furthermore, I requested them to provide a written summary of the accident. Initially, they only gave me a report written in a Word document, which did not bear the hotel's seal and signature. Finally, after multiple communications, they agreed to provide me with an official report bearing the hotel's seal||I feel that the hotel was somewhat careless in handling this accident and had some issues in providing relevant documents and assistance.||I hope that they can well follow up my case and improve their facilities shortly, don’t want other customer will be facing the same.||After returning to Hong Kong, I went to the hospital for treatment. The doctor discovered that my wound was infected with bacteria. Despite two weeks of treatment, there was no improvement. The doctor advised me to stay in the hospital for intravenous antibiotic treatment. In addition to staying in the hospital for more than 10 days, I continued taking oral antibiotics after discharge. I am currently undergoing follow-up appointments. It has been almost two months since the injury and now still carry on...

We have stayed in many other hotels in Shanghai with bigger names, and we feel Sukhothai is probably the most underrated boutique 5 star hotel in Shanghai. Today is our 2nd last day staying at the hotel and we are already looking forward to coming back in the future. The location is impeccable. The hotel is connected to one of Shanghai’s most prestigious shopping malls and the metro station. You are surrounded by local eateries, restaurants, coffee shops, convenience stores etc. this means the hotel can be a perfect spot to stay for a staycation or a business trip. We truely feel we are home away from home during the stay. We arrived early in the morning after a long haul flight and were greeted with warm welcome by Kearan (sorry if I spelt your name wrong) at concierge. Check in was a smooth process with a personal touch. The staffs at concierge have been very helpful with organising a humidifier for our room and delivering packages to our room. Our house keeper Sunny Chen prepared decaf herbal tea for us every evening for us to wind down at the end of the day and made sure our humidifier is in working order.We also thoroughly enjoyed our experience at the hotel amenities: the Retreat Spa, the Zuk bar and the Urban Cafe. The Thai style massage at the retreat spa was literally a life saver for us on our first day in Shanghai after an 11 hour flight. We walked into the spa feeling like a zombie and walked out feeling soooo refreshed (special thanks to my therapist Lucy! Sorry we did not get the name of the other therapist). We spent two nights in a row in the zuk bar and were impressed by the menu created by their talented mixologist Daniel. We tried 6 of Daniel’s original cocktails inspired different cities/regions around the world. Each cocktail is infused with a signature flavour of the region it’s named after, we feel like our tastebuds have taken us around the world. We also want to express our special thanks to Zuk’s who is very informative and helpful with our choices. We had a late dinner last night at the urban cafe and was pleasantly surprised by the authentic Thai food offered there. Sandy was our waitress who was so attentive and helpful to ensure we had an epic dining experience with a warm personal touch. Big thumbs up to Sandy, Monica and the urban cafe staffs!Last but not least, we’d like to thank and congratulate the management team at Sukhothai for having such talented , diligent and dedicated crew. Sukhothai is easily our favourite hotel in Shanghai and we look forward...