The hotel is very big and luxurious. We had an upgrade and were staying in the highest floor with an awesome view to the Bund. The rooms was big and had everything we needed. The location is PERFECT, right in front of the most famous street with everything one need.

We could hear at night a couple fighting in the room next to us but after calling the reception they went silent. The swimming pool was closed the 6 nights we stayed there.

Amazing location, lovely lobby, atrium and general facilities. Top tip - each floor has four suites - one at each corner. The suite ending with number 10 (1510, 1610 etc) is slightly larger. We paid for three large suites but ended up being on different floors (just note you can’t access other floors).

Had a junior suite but bathtub wouldn’t work. Took two days to get repaired and then when it did, the colour of the water was not good so didn’t use it. The massage head in the bath permanently does not work. A real pity as one of the reasons for booking the suite was for the massage bath. The shower door also had gaps and there was a lot of water on the floor after every shower. I was asked to fill out a paper survey when checking out and rated the property 7/10 for this reason. The staff apologised for the inconvenience and offered an upgrade next time we would stay. Fine. But then asked me to change the results of my survey to a 10/10. I did not, but I think it is wholly inappropriate for staff to try and influence feedback in this way.

Location is the best right at the Nanjing Road Pedestrian Street where everything is happening. The room we stayed was newly renovated everything was clean and no cigarettes smell at all. Spacious room with comfy bedding. Staff are super friendly, caring and helpful. Would definitely go back again.

Nothing

Awesome property 5 out of 5

Location was perfect

Overall staff were really good and helpful (especially the cleaner aunties on the floor, very generous when we asked for extra bottle of water); whereas the staff at the front door, suppose to be welcoming guest and help with taxi, they were always grumpy and rolling their eyes when we asked for directions.

-Staff at the entrance not sure if they had a long day standing or what, their attitude are totally different to the one inside. -Hotel front entrance facing Nanjing Road were closed on our stay.

Super convenient location - right outside of the walking street, dozens of restaurants, the whole area is bustling day and night. There's a bit of walking required to reach the train station and quite a bit of walking to reach The Bund, but it's not a problem and I enjoyed it. The staff are very kind and helpful, offering help with luggage, taxi, and other advice. My room on the 8th floor was perfectly quiet despite being in a busy location. The suite room is beautifully decorated and very comfortable. The bed is luxurious and sleeping was a bliss.

I don't recommend the hotel's cafe on the ground floor. The house wine was clearly spoilt, kept open for several days and not stored in the fridge. Although the room looked perfectly clean, there was some large clumps of dust in the corners of the room and under the sofa.

The Location was amazing. Size of the room was big Pretty Good Breakfast with a wide range of selection. Hotel look better than the Photos in your website. Much better than expected.

The Breakfast Room service staff. We were not allocated a table, we were ask our room no. and was left to fend for ourselves to find our own table (it was very crowded) And we were moving around trying to find an empty table. Nobody assist us in getting one. Never seen this in a 5 star hotel before. The service staff were not properly trained not able to converse in English is acceptable for me. But to clean a dirty table in such a hastily manner and wiping the table and having crumbs on the chair and spilling food on the floor and ignoring it was totally unacceptable. ( a fellow staff slip nearly fell stepping on the food) The nonchalant attitude of the staff needs immediate attention from the management staff.

Excellent location (Nanjing Pedestrian street in the back) and People square station close by. customer service was exceptional - did a late night check-in which went very smoothly. a few days into my stay the AC was turned off as it was winter - hotel was kind enough to provide a fan for the room. Housekeeping was great (24th floor) - I stayed for two weeks and they made sure my room and bathroom was immaculate everyday. Light sleeper so they provided noise cancellation earbuds (due to loud next door neighbors) and eye masks. the day of check out, i forgot my carry-on bag in the lobby. the hotel sent concierge (Ronaldo Qi) on a taxi and made sure i got the bag on time and within an hour of my call. Cannot thank them enough for the effort.

Staff were helpful, especially Ariana and Starry at the Front desk for check in. They will try their best to help customers. I got a room that was renovated around 2 years ago. It was impeccably clean. Housekeeping really does a good job and they are efficient. What I really liked about the room is that it's very bright, and almost all the lights can be individually controlled, instead of you click a switch and half the room lights go off. There are some other rooms and common area that are not renovated yet, but I'm not sure if there are plans to renovate the rest. Location wise, it's just perfect. Right on the Nanjing Road Pedestrian street and you can walk to the bund in around 20 minutes.

Location which was near shopping district and Metro station. Facilities were reasonable. I stayed on 21st ti 23rd and then 26th to 28th. 2 nights each. In between I made a trip ti Hangzhou. The first time checked out I was asked to fill up a feedback form. After I circled a score of 7, the lady attending to me (Miss Liu Wen) expressed concern and asked for details. Upon hearing that the aircon and bathroom water temperature were not satisfactory. She made a promise that when I checked in on 26th, she will let us have a newly renovated room. On the 26th, when I walked into the hotel, she waved at me and personally attended to me and let us have a newly renovated room. The aircon and water supply were definitely a lot better. But the new room design was not ideal with the safe deposit box in an awkward position inside a drawer and total lack of hangers for wet towels. Otherwise it really looked brand new. It was also equipped with USB ports which the old room did not have. Miss Liu made it a point to greet me upon checking out to collect feedback. For her alone, I will warmly recommend this hotel.

The safe deposit box is in the form of a drawer. And it was located just below the table top where we put luggage. With the luggage bag open, it was almost impossible to open the safe. There was no hooks or whatever to hang wet towels in the bathroom. In order to save them from washing the towels after just 1 day, we had to make use of some clothe hanger.