Stayed for 3 nights in August 2013. Product is excellent - probably one of the best in Shanghai, together with the Peninsula and the Mandarin Oriental. Spacious and thoughtfully appointed rooms, amazing rooftop pool, overall decor is just absolutely stunning. Had dinner and drinks at Camelia - their lobby French restaurant - which was just perfect. Max, their manager, was very professional and welcoming, and so are all of their staff.
However, in other aspects, they don't quite live up to the Four Seasons standards. Carpet cleanliness in bedrooms is below average - especially behind and around the bedside tables - it was very dusty! Experienced a few minor hiccups throughout the stay - nothing to be too upset about. One example is how I was left an ashtray in my room as the room attendant must have spotted my cigarette pack on my table, however I knew the room was non smoking - so do they allow guests to smoke in non smoking rooms? Anyways, out of courtesy, I called down to front desk just to confirm, and I was right that it was non smoking so it was accidentally put in. I was asked if they could send somebody to remove the ashtray and I called at 11:30 p.m - not the best time to ask so I said just take it out the next day. However, 3 nights passed and it was never removed! I shouldn't have to call again to have these things done - not at the Four Seasons!
My only major complaint, which led me to write this review was on my day of checkout. It was 10 am and I hear all sorts of noises outside my room in the corridor. Then 20 minutes later my AC starts leaking horribly and causes a big pile of water on my floor. I call down asking for it to be cleaned. They send their Manager and their engineer to fix it. This is what upsets me. I was due to check out in less than an hour, and instead of offering a quick temporary fix and letting me shower and be on my way, they take their sweet time to fix it. Only when I asked for them to hurry up because I have to get going, did they leave. I was asked repeatedly if I wanted to do a room change so I can shower - however the leak was in the bedroom, not the bathroom, and so I wasn't sure what the thought process was in having me change rooms to shower? Did they expect me to shower in another room and then come back to my original room to pack? It just didn't make sense.
An hour later at check out, the same manager met me and apologised again. Handed me her card and first thing she said was she'll upgrade me on my next stay if ever I was to come back. Then, she walked me out to the entrance to call a cab - but she didn't help me with my bags on the way out. I had to bring my own bag out until the cab arrived at which point the bell man helped me. So it wasn't the best so called service recovery or departure experience I've experienced, but I would have been so much happier if I was not offered the comp upgrade on my next stay. What makes her think I am looking for something free? She failed to realise that sometimes the best thing to do is just to apologise, smile and write a follow up email offering future assistance, instead of trying to compensate with something totally unrelated and making the guest feel cheap.
Nonetheless, I still would return as there definitely are more positives than negatives. A lot of it I think is to do with the people. Just don't expect the out of this world Four Seasons service you get, for those of you who know, at for example the Hong Kong or the properties in America. Happy traveling!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 28, 2013
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Thank you very much for taking the time to share your comments. We always appreciate knowing how we might improve our service and facilities, and feedback such as yours is our most valuable source.
I was delighted to learn that you enjoyed many aspects of your stay and the hotel. Our employees take great pride in doing their jobs to the best of their ability, and nothing ever gives me greater pleasure than sharing encouraging comments such as yours with our staff.
I am very sorry for the inconvenience you were caused by the poor handling of the air condition leak and the departure experience that followed. This is a comment that greatly concerns us and I have brought this matter to the attention of our Department Heads.
Thank you again for sharing your feedback with us. We look forward to welcoming you back to Shanghai when your travels bring you back in our direction.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.