The service at reception went about and beyond when they realised they assigned our young family a room with smoke smell.

One staff at the restaurant tried to steal my son’s jacket. Fortunately I was able to find it under the tablecloths that he was holding. Unbelievable

I sprained my foot the first night I was in Shanghai. The staff were very helpful and brought ice to my room and even offered to help if I needed to go to the hospital. The next day my family went out and I ordered a walking stick and some compression socks over Dianping but I had some trouble with the app and the hotel sent a concierge to come to my room to help me with the order. The next night, the staff who attended to me the first night called to check on me and even brought me Yunnan Baiyue for me to spray my foot. I am thankful to all the staff for helping me and taking care of me during my entire stay. They really went out of their way to assist me.

The booking dept is friendly and efficient. My bday celebration was on the agenda of the hotel and the whole team did everything they could to make my stay memorable and seamless! The price, the executive room given to me with the breathtaking view, the flexible check-in and check-out time for me as a part of my bday treatment, the check-in and check-out experience with the reception counter at horizon club and on the ground floor, my bday cake and etc. The cleaning service was efficient. The luggages service went extra miles to help load my bags. The concierge was very helpful to help me send a courrier. The Horizon Club offers great teas and snacks. The breakfast downstairs was very good, but the breakfast at the horizon club was top notch.

None.

Superb selection and nice and fresh

Smell of damp in the corridor on way to room 3732....maybe from a leak on the carpet? Plus we had a meal in ChopHouse 1515...and the steak wasnt great...really chewy. Was offered another one but declined as my wifes was the same..so it should have come off the bill as it was clear I hadnt eaten it. We were offered a free desert to share....bu the staek was close to $70...that wsnt a great end to our trip to be honest as it was our last night.

the staff were very friendly and helpful. The staff were always attentive and wanted to go the extra mile to help when we asked any questions. Even the staff that didn't speak English, tried their best to use an App to translate and explain or find a person that could help us.

Nothing. It was amazing. The hotel was great for a family with young kids. The location was great too. Lots of things close by and easy to get a Didi (taxi) to get you to things that are further away.

Excellent stay. Very comfortable. Breakfast is very good considering Asia standards. Hotel is connected underground to the subway through the mall, 5min walk, no stairs.

Hotel could have on hand a list of recommended facilities nearby such as pharmacies, market and restaurants, as it's non-trivial for a foreign to find/search for these things.

Breakfast was wonderful! Plenty of food to choose from. The staff is very professional and helpful. Gym - insane gym! Probably better than my actual gym in my country. Room - very clean and comfortable, the clean lady always checks if everything is alright or if you need anything. The view from the room was amazing, i was on the 57th floor and it was absolutely heaven. Staff - professional staff all over the hotel. Pool - beautiful pool and spa. Location - very rich and clean area. Close to beautiful places and tasty restaurants.

Wifi - i guess because it's china the wifi is going through some filters so the bottom line is that the wifi is terrible. A lot of business people in this hotel including myself. I would expect the hotel to fix it. Coffee machine - never been in a hotel without a coffee machine in the room. It is expected for a 5 and 4 star hotel to have this in the room. Language - although the staff can speak some English i would love it if they can improve it for better and easier communication.

We had access to the lounge and it was really nice. Drinks are always available and there is often food too. The buffet for breakfast is excellent. The gym is excellent too with good pool and spa area. Location is great and overall experience was 5 star.

The swimming pool and bath area look a little dated. Very clean and well taken care of, but not as "wow" as the rest of the facilities.

The team were simply amazing, Eason at the front reception helped in everyway possible, he guided us with information on courier, weighing our luggage and anything else we required. The team at the breakfast counter were outstanding. Our house keeper Rebecca was simply wonderful. Great team demonstrated great service all through our stay over 7 days. A great place to recommend, simply amazing facility and the staff are so nice, great to see such hospitality still going on strong and customers being valued. Enjoyed our stay thoroughly.

The staff at the reception was always very helpful and welcoming. The room was spacious and the bed very comfortable. The view was amazing. The location was very convenient.

Now and then there seemed to be a bit of miscommunication going on. I would have expected for a hotel of this size and name to have more staff (next to reception) that at least speak a bit of English. However, it is only a suggestion, and has not affected my stay in a negative way. The pool and spa area however seem a bit outdated. Not very charming or welcoming to stay for a longer period (compared to the W in Shanghai).