Holiday Inn Shanghai Pudong Kangqiao

This was the worst stay experience I had ever had with IHG. There are two main problems during my stay: the complimentary airport shuttle service and the welcome drink voucher. Let me talk about the hotel first. The hotel location is convenient. There are plenty of restaurants and bars nearby, as well as a small shopping mall with a supermarket. The hotel is located 28km from the Pudong International Airport and 9km from the Shanghai Disneyland. And provide complimentary shuttle service to/from both locations. The value is very good, the food and beverage are average, and the service that the front desk staff provide is terrible. As a Diamond Elite member, I was upgraded from a standard room to a high-floor standard room at check-in. And received a welcome drink voucher. During check-in, the front desk staff told me the welcome fruit platter would be delivered to my room, but I never received it. Staff also did not proactively mention the lounge information, and only noticed my annual lounge membership when I mentioned it. The airport shuttle service is the worst part of my stay. The hotel listed the available shuttle service time on the IHG webpage is 13:00 departure from the hotel and 14:00 return from the airport (the time is not available on the IHG webpage now, and it only shows that “complimentary shuttle is available”). When I told the front desk staff I would like to use the 14:00 shuttle service from the airport to the hotel, the staff told me it is not available due to other guests booked to use the shuttle service at 15:00 from the hotel to the airport, and can only return from the airport at 16:00. I asked why they not following the time listed on IHG webpage, but they did not respon, and just keep repeat that is only available on 16:00. Then I reach IHG diamond support agent, and they told me that the hotel updated the shuttle service time and run between 13:00 to 16:00, actual time will be decided by the guest who book first and will only run one round trip each day. Then I contacted the hotel Front Office Manager, and he told me that they had already updated this information on the IHG webpage and all OTA platforms. I open the webpage and show it to the manager, the page has not been updated (the hotel updates the IHG webpage a couple of weeks later and now shows that “complimentary shuttle is available”). And I found out that they only update all the OTA platforms, but not the IHG official webpage. The welcome drink voucher is also a bad experience. The welcome drink voucher can be redeemed in the lobby lounge, next to the front desk. When I was there, there were no staff. And there were 4-5 front desk staff with no guests. Some of them saw me there, but all the front desk staff just kept doing what they were doing. When I finally found a staff member to help me, he told me that the welcome drink is only for take-out and cannot be drunk at the lobby lounge. This was the first time I heard something like this.

I had an amazing time at this hotel!! I only stayed 1 night on my way to Japan (did have to get a taxi from the airport as I didn't book the shuttle on time), but the atmosphere was lovely and the room was really modern and comfortable. I'd also like to say a big thank you to Randy (his English name!) for helping me out with the hotpot that evening (as a foreigner!) helping me understand the menu options, very kind and patient. The food was also absolutely delicious, it was a perfect start to my holiday. Thank you

After an incredible but exhausting day at Shanghai Disneyland, we returned to our room expecting the bare minimum from an IHG-branded hotel. Instead, we found a room that had not been cleaned at all — no fresh towels, no bottled water, no clean sheets. Completely unacceptable. At 3:20am, I called reception. The response was a casual apology with no urgency. I requested clean towels and bottled water. Some time later, only the towels arrived. No explanation. No follow-up. No water. Eventually, much later, the bottled water arrived — delivered by a robot. While the technology is impressive, the situation is not. A guest should not have to make multiple requests in the middle of the night, after a full day at Disneyland, to receive basic necessities. The fact that service recovery depended on automation rather than human accountability says everything. This is not a budget hostel. This is a Holiday Inn under the IHG banner, where consistency and guest comfort are supposedly guaranteed. What we experienced was poor housekeeping, indifferent front-desk response and a service process that clearly broke down. If you are visiting Shanghai Disneyland, choose carefully. Clean rooms and drinking water should never require escalation or a robot. IHG should take note: the technology works, but the service culture does not.