Sheraton Shanghai Pudong Riverside

The experience in Shanghai was pretty good overall. The hotel's hardware, although slightly outdated, is very clean and well maintained. Room cleaning service is excellent and keeps the room tidy and comfortable every day. In addition, the hotel's location is excellent, close to the subway station and easy to reach by drip taxi. A la carte restaurant is in good taste. Ice cream was also good at the lobby bar, but it was too short and closed at 22:00, leaving no chance of sitting down for a drink. Combined with its price, the view of the river outside the window is very wide, you can see the Huangpu River and Yangpu Bridge spectacular landscape, the overall cost-effective. We had a bad stay and communication experience in the event of a typhoon flight cancellation. Room service slowed down that night due to a large number of passengers, which is quite understandable. But the level of emergency services at the front desk reveals a clear lack of training. When my flight was cancelled due to the typhoon and I couldn't get through to the airline hotline myself, I took my phone number to the front desk for assistance in dialling instead, but it was rejected by the staff on the grounds that there was no number. There was apparently a misunderstanding in communication. I then asked for a further night, and the front desk staff told me that because the original order came from a third-party platform, it had to be reordered through a third party, which was very unreasonable and inflexible. Fortunately, when I asked another front desk employee for help again later, she very professionally helped me with the original house renewal directly in the system. With such a wide disparity in business levels for the same position, it is clear that hotels need to strengthen their staff training and crisis management processes. Finally, a special thank you to Barry at the front desk whose professional and dedicated assistance has brought great comfort to our journey. The hotel is on a good foundation overall and the experience would be perfect if the emergency training at reception could be done better.

Every step, out of the way, member of staff has delivered outstanding service and performance throughout the whole entire stay. Hotel grounds and facilities definitely exceeded expectations, loved their Executive Lounge as well as breakfast and their gym definitely great. Have been upgraded to a suite, and took a few photos, just to share.

I stayed at this hotel from March 16th to 19th. The Sheraton is clearly very new, with excellent facilities, sensible layout and a great location. I truly enjoyed my stay. What impressed me even more, however, was the staff. On the morning of the 19th, I needed to visit a client and did not have a suitable gift on hand, so I hoped to purchase two green rice cake gift boxes from the hotel. Normally, these gift boxes require one day prior notice. But seeing I was in urgent need, Tinino from the Lobby Lounge prioritized my request and immediately tried to help me. It was early morning and the kitchen had not started work yet. Tinino reached out for assistance, and soon Kim from the Sales Department joined in. After urgent coordination with the kitchen, Kim informed me that the boxes would be available by 10:00 at the earliest. To my great delight, the two gift boxes were ready at around 9:40. My client visit that day went extremely smoothly as a result. I greatly appreciate the thoughtful, customer-centric service demonstrated by Tinino and Kim, as well as their elegant attitude and professional conduct throughout the process. These two outstanding employees deserve some recognition and commendation. I will definitely choose to stay at this hotel again when I return to Shanghai.