Hilton Shanghai

I would rate my stay at Kunlun Hotel 4 out of 5 stars. My 70-year-old mother was undergoing a five-day medical examination at the hospital next door, so I booked two rooms for four nights. Overall, we had a comfortable stay, and several staff members went above and beyond to make a challenging week much easier for us. Hotel Staff The hotel manager, Louis, was exceptional. During our stay, a neighboring hotel was conducting construction work at night, creating significant noise disturbances. After I spoke with Louis, he promptly moved us to a quieter room on a different floor and side of the building. On several other occasions, he also stepped in to resolve issues created by other staff members and consistently ensured that my mother and I were comfortable throughout our stay. Ena Zhou at the front desk was also incredibly helpful. She arranged for my mother's room to be located on the same floor as mine, making it much easier for me to look after her during her medical appointments. The housekeeping staff on the 31st floor, especially Ms. Ding, provided outstanding service. She noticed that we drank a lot of bottled water and proactively ensured that both rooms were always well stocked. Dining The breakfast buffet was what you would expect from a standard Shanghai hotel buffet, offering a good selection of familiar options. We also dined at Easeful Cuisine on the 39th floor, and it was excellent. From Manager Yang to the entire service team, everyone was attentive, knowledgeable, and eager to recommend dishes for lunch. We enjoyed the experience so much that we returned for dinner the same day, which was equally exceptional. Area for Improvement: Concierge Service The concierge team could use some additional training, particularly one of the younger doormen at the front entrance. When we first arrived, I tipped him for helping my mother, who has mobility challenges. However, it seemed that he expected tips for every interaction and became noticeably less helpful when one was not immediately offered. The most disappointing experience occurred during checkout. While the bell staff member assisting us was extremely helpful, the young doorman looked at my mother and said to his colleague in Chinese that he was "going to the bathroom," effectively leaving all responsibility to his coworker before walking away. Seeing a staff member avoid assisting an elderly guest with mobility issues felt disrespectful and was especially disappointing given the outstanding service we received from so many other employees. It was a short-sighted action that undermined the excellent work of the front desk, housekeeping, restaurant, and management teams. Despite this experience, I would still recommend Kunlun Hotel because of its convenient location and the exceptional care provided by Louis, Ena Zhou, Ms. Ding, Manager Yang, and many other dedicated staff members.

Stayed at this hotel in April 2026. Chose it for value for money among the reviews on the expanses of different services. The basic advantages are the hotel's good location, only a couple of metro stops to the city's main waterfront and Nanking Road, and the metro station itself is next to the hotel. Excellent breakfasts, plenty of basic breakfast options, good coffee machine, good pastries. The rooms are big enough. It is also worth noting the shortcomings, which we found very unpleasant. First of all, the bad smell in the rooms. The room stock is old enough and we've never been able to tell if the bad smell came from the damp or if someone in the room had smoked before. The room itself had no garbage bags in any of the bins, and even after cleaning, they didn't show up. The reception is staffed by young guys who have very poor English, a story typical of China, but this hotel and lack of English seemed to us an example of this shortcoming in this country. At check-in they took a deposit which was not mentioned at the time of booking, but at check-out they returned the deposit in full. To sum up, the hotel itself seemed to us, unfortunately, old enough, not the newest room stock at a high enough price per day made our stay in it not the most memorable of our lives, but not the worst.

Room was a bit dated, otherwise good. We had issues with our toilet blocking which was eventually dealt with by the hotel staff. What ruined the entire stay and the reason for the bad review was the Spa located on the 4th floor. My wife and I went in for a couples massage and were told we had to be in separate rooms. When having my massage, the masseuse asked if I wanted ‘a happy ending’ in exchange for more money. I politely said no, and then was harassed throughout the remainder of the massage knowing my wife was next door. Eventually the masseuse gave up, not happy with me declining the services, and told me that I should have booked a single room instead of separate rooms. We complained about the incident when we checked out at the end of the stay and it was ignored. While I understand that some clients may go to the spa for this service, it was the fact that I was harassed to take up the offer which ruined what was a very expensive massage.