Pudong Shangri-La Shanghai

1. If you booked and prepaid this hotel via any American booking platforms and need the hotel to issue you a VAT invoice/ itemized receipt for business trip reimbursement or tax deduction purposes, you won’t get one. 2. I booked this hotel via American Express Fine Hotel & Resort Program. After the front desk manager Jimmy Chen refused to issue me a VAT invoice, I escalated to Amex Travel team for their assistance in getting me a VAT invoice. Amex attempted to reach the hotel multiple times and informed me that the hotel was either not picking up their phone calls, or picked up phone call but told them to call back later. It took 3 different Amex representatives to finally reach a manager and discuss the invoice issue… 3. Jimmy Chen (Front Desk Manager) displayed a consistently condescending tone with customers and demonstrated poor customer service skills/ poor emotional intelligence. Recommend relocating him to a non customer-facing role where he can excel.

Hotel was superior in every way. Location along the river near the Bund was very convenient and within walking distance to many restaurants, huge shopping malls, biking and jogging trails and easily accessible to the rest of the area via Shanghai metro and river ferry. Rooms were impeccably clean and large and price was reasonable.

When you enter the hotel you can feel the quality. Everything was great. And you can feel like you are in your sweet home

Amazing stay again with wonderful and meticulous staff in this hotel, very staff I met is friendly and smiley and particularly to mention one that shine is from the Club Lounge, Kenny. I needed to wear a tie for my business meeting and this time I have left it at home. I approached Kenny during breakfast hour and was rushing to my meeting as well. I told him my issue. He swiftly said ‘have my tie and have a productive meeting’. I was amazed with his swift thinking and much appreciated for his action. Thank you again and will surely return to Pudong Shang, his small action have left a deep thoughts in me.

Key Incidents of Poor Service: Complete Lack of Welcome Assistance (Arrival & Departure): Upon arrival, the doorman ignored our family (including our 4-year-old daughter), offered no help with luggage, and avoided eye contact or even a basic greeting. This indifference was repeated at checkout: concierge and doorman staff chatted among themselves, ignoring our need for assistance. Such behavior is unthinkable for a five-star establishment. Unqualified Barista at Lobby High Tea: During afternoon tea, the barista admitted they did not know how to prepare a “Flat White”—a standard coffee order in any international hotel. This reflects poorly on staff training, especially in a city like Shanghai, renowned for its café culture. Refusal of Basic Request at “Yi Café” Breakfast: At breakfast, we politely asked for a cushion to help our daughter sit safely at the table. The staff member bluntly refused without explanation or effort to find a solution. Their dismissive tone and lack of empathy were shocking and utterly unprofessional. Overall Impression: Throughout our stay, we encountered a pervasive culture of indifference. Staff consistently avoided eye contact, ignored guest needs, and displayed no warmth or willingness to assist. This is wholly inconsistent with Shangri-La’s branding as a leader in Asian hospitality.