We received absolutely NO customer satisfaction at this hotel. The list is endless. I'll try to summarize.
It all began when our flight was delayed and instead of arriving Thursday night, we were arriving Friday morning. In order not to lose our entire reservation, we had to agree to pay for the lost night. Fine. We were just arriving in China, excited for our vacation.
Upon arrival to the hotel, and with an absolutely stifling language barrier at hand, we were motioning, writing, and signing all of the information we needed to convey to one another at the front desk. Finally, we received our room key and rushed to get ready and take off to a lunch for which we had reservations.
About 15 minutes into unpacking our bags and getting freshened up for lunch, we were called and asked to move rooms - no bellhop - so we threw everything back into suitcases and transported all 5 to another room - which was smaller.
Fast forward to evening - asked for a wake-up call at 5:00 a.m. Received no wake-up call. Only call received was by family member at 5:45 a.m. who said we needed to leave the hotel at 6:00 a.m. to make it to the train station for pre-purchased tickets to another city. Jumping out of bed like maniacs (there was NO CLOCK in the room!), we rushed to turn the lights on, but needed to insert the room key into a box to activate power. Well, the key broke, so we had to attempt to get "ready" in the complete dark. After jamming out of the hotel showerless, makeup-less, unkempt hair, and hailing our own cab outside, we were off on our way.
Upon return, we reported that we needed a new key, because due to not receiving a wake-up call and rushing around, we broke the key in half. Then, they wanted to charge us. And I politely disagreed that I did not want to pay for they key because it was an accident, and we didn't get our wake-up call and had to get dressed in the dark so we wouldn't miss the train. When I again was asked to pay for the key, I reminded them about the wake-up call, and that we paid for an additional night for which we did NOT stay in the hotel, and that the customer service was very unsatisfactory. After at least an hour more of arguing, more writing, more signing, one of the staff said that we would be refunded for the night we weren't here upon checkout. I even asked a relative to ask his Chinese-speaking friend to call the hotel. He said it's no use in arguing, he'll try to deal with it later, just pay for the key and get some rest - so I did.
Now, fast forward to checkout. Another absolute nightmare. First step, get deposit back. Well fine, until they decided that we opened a bottle of Jack Daniels from the minibar. NO! Did not touch it, never even SAW it. We spent all of our time rushing in and out of that hotel room, with no leisure, didn't put on the slippers, the robe, didn't even look at the mini bar. But apparently, we "opened" the bottle. So then 7 people later and all kinds of discussions, which I could not understand, they still insisted that we opened the bottle. And then proceeded to offer it to us since we did so. I adamantly said NO I did not touch the bottle, we did not open that, I wouldn't take it even if it were given to me free. I am NOT paying for it! So finally we got to the end of that, and they waived it for whatever reason.
Then I reminded them that we were supposed to be refunded for the 5th night, the night we were not here due to flight delays. After another 30 minutes and 7 more people and phone calls, she firmly said I'm sorry I cannot give you money back. I walked away absolutely in disbelief about the poor quality of service that this hotel displayed over the ENTIRE time we stayed there. Absolutely despicable.
I would NEVER ever recommend this hotel to a visitor regardless of price or location (steps from Gate 2 of the Shanghai 2010 Expo) - - had an extremely unscrupulous experience and plan to make further contact with the hotel about my experience there, and hope to at least get my 5th night refunded due to the trouble and dissatisfaction.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.