Rated 2 out of 5 by JJJJ1966 Overall Service
The hotel did not recognize the gold status and tried to put me on the lower floor vs. the club member floor. When I realized this and went back to the front desk to get a room on the club floor, the clerk didn't seem too happy. I was given a room with no AC which felt like a punishment. I had to call a few times to get someone to come up and give me a new room. The new room was on the club floor but had a blocked window. It was a bad experience.
September 28, 2016
Rated 3 out of 5 by sylee Extra charge for breakfast
I stayed in the hotel by myself, but invited a friend to have breakfast with me. When I requested for an additional breakfast, I was told that it would cost me 155 RMB. I do not see why the charge was justifiable and I considered the room rate that I paid was the same as every other two-person room. Other Sheraton hotels do not charge for additional breakfast.
Also, I could only see cold faces at the front desks. I just wonder whether I was welcomed at this hotel at all. This hotel brought me total disappointment.
September 22, 2016
Rated 1 out of 5 by sylee Unacceptable front desk service
I took a late flight to SHA on 20 Sep 2016. When I arrived at the hotel, it was already 1am on 21 Sep. Since I needed to check out early in the morning on 21 Sep and to catch another flight, I proceeded to the front desk and tried to get my room asap. The front desk staff took quite a long time to check my records in the system and told me two issues: (1) the type of room that I reserved was sold out and she would give me an upgrade to the club floor; (2) there were two records under my account in the system, and it was shown that I would also stay in the hotel from 22 to 23 Sep. I responded to her that I would be staying in Sheraton Grand Beijing on 22 and 23 Sep and the record that she was talking about was not mine. She then gave me a confirmation sheet to sign on. Check out date was listed as 21 Sep. She did not tell me anything about breakfast arrangements at check-in.
Since I thought I was upgraded to the club floor, I was entitled to use the Sheraton Club Lounge. When I proceeded to the lounge, the reception staff led me inside the lounge after checking my room number. Later on, she asked me whether I was a SPG platinum member and I responded to her that I was not. She then told me the lounge was reserved for SPG platinum members only and I would need to pay a fee if I wished to use the lounge. I told her I would not pay and left.
I later on found out that the incorrect reservation record for 22-23 Sep was still under my SPG account. I needed to call a number of hotlines to sort things out. The problem is still pending and I have made a number of roaming calls for a charge.
Sheraton is a five-star hotel but did not offer room guests five-star service. Firstly, front desk staff did not cancel the incorrect reservation record for 22-23 Sep even when I confirmed with her that I did not make that reservation. Secondly, she took a very long time to handle my check-in but did not explain to me any arrangements during my stay. Thirdly, I wonder why she would refer the "upgrade" as an upgrade as I could not find any difference between the type of room I reserved and the room I was assigned provided that I was not allowed to use the Club Lounge even when I was assigned to the Club Floor. Furthermore, the view of the room I was assigned was even worse than the one I stayed on 16 and 17 Sep. For the club lounge receptionist, I do not think she was telling me the truth. I was not convinced that Sheraton Club Lounge was for use by SPG Platinum members only.
One more thing: the waitresses at the Feast was not trained. They could not identify which table was taken by other guests. Alternatively, I needed to tell the waitresses the table I was led to was taken by some other guests as there was a cup of tea on the table. That was totally unacceptable.
I don't think I will stay in Sheraton hotels anymore. The service is crap.
September 22, 2016
Rated 5 out of 5 by Bob18 Quality Business Hotel
Good Business hotel. Quality lounge and Starwood recognition.
September 17, 2016
Rated 2 out of 5 by RYZhang terrible concierge
1. When I arrived the hotel at midnight, the door man just stood aside and looked at me, did not plan to help me to handle the bag.
2. When I wrote the express form, I borrowed the pen from the staff but broke it accidentally. When I apologized and asked the concierge staff for another pen, he complaint to me "each staff has only one pen, I have no idea now and I cannot borrow another pen for you".
This is the 1st time I met such a rude staff, obviously he ruined the image of the hotel.
April 23, 2016
Rated 2 out of 5 by Nick1970 From very good to poor
Am staying here since the start and cannot believe what is happening.... Only the beds and bathroom are still good. Temp in the room is ridiculous high, airco is not working, English language level of staff is so poor....
Have booked for April ince more due to location but if no improvement is experienced then last time.
March 28, 2016
Rated 5 out of 5 by lcpteck My first choice in Shanghai
The hotel have treated me very well everytime I stay here hence this is usually my first choice when I'm in Shanghai.
I always go to the Executive lounge to hangout for some freshly squeezed orange juice as it doesn't seem common in China hotels. Unfortunately the morning breakfast and evening happy hour spread aren't as expansive as some other hotels though.
Hope to be here in 2016.
December 26, 2015
Rated 5 out of 5 by Dennis46 Great 11 night stay
My wife and I just completed a very enjoyable 11 night stay at this property. We used SPG suite award points to upgrade to very nice Executive Suite of the 30th floor with a Bund view (3008). We enjoyed the variety and quality of the breakfast food offered in The Feast. The range of food offered for happy hour in the Lounge each evening was less expansive than in some other Sheraton properties in China, but was reasonable. The staff throughout the hotel were very professional and helpful. Proximity to Metro lines 10 and 4 was much appreciated as the Metro is a great way to get around the city.
November 18, 2015