The Peninsula Shanghai

This stay should have been exceptional but unfortunately it was not. Ten years ago we stayed at the Peninsula in Hong Kong and experienced what was probably the best hotel service we have ever received. Because of that, we arrived at The Peninsula Shanghai with very high expectations. We had just come from the Four Seasons in Seoul, which had been an outstanding hotel, but we genuinely believed we had saved the best until last. Sadly, that was not the case. Our concerns began almost immediately on arrival. When we stepped out of our car, the team at the door appeared unwelcoming and rather miserable. No one offered a greeting or welcome; we were simply asked if we had any bags. Our luggage was removed from the car and taken away, but as we walked towards the entrance another doorman called out to us to use a different door nearer to where he was standing. When we did so, another member of staff stopped us and asked if he could help. We explained that we had just arrived and were about to check in. At that point we were already wondering what was going on. We were dressed smart casual, quiet and polite and are a couple in our late 50s — hardly the type of guests who might normally attract such scrutiny. After only a few minutes at the hotel we were already questioning whether we had made the right choice staying there. We were keen to give the hotel every opportunity to impress and hoped this was simply an unfortunate first impression. However, during our four night stay the experience remained very inconsistent. Positives The concierge team and reception staff were excellent — professional, friendly and extremely helpful. They showed us how to use an app to order taxis and made some very good recommendations for places to visit. The housekeeping staff were also warm and courteous, always acknowledging us when we passed them in the corridors. In fact, the first person in the hotel to say “welcome” was the lady cleaning the lift buttons when we arrived, which unfortunately highlighted the contrast with the door staff. The hotel itself is beautifully maintained and spotlessly clean. Our room was comfortable, well equipped and thoughtfully designed. The food in the restaurant was also of a very high standard, although priced at a premium. We particularly enjoyed the Peninsula porcelain crockery, silver cutlery and teapots! Negatives Unfortunately, the attitude of the male door staff was consistently disappointing. They occasionally called after guests rather than approaching them properly and frequently appeared distracted by their phones. On one occasion two of them were openly giggling at a guest who had just left the hotel wearing an unusual coat, which was quite uncomfortable to witness and felt very unprofessional. It gave the impression that some members of the team had received little training or simply did not take their role seriously. At times it genuinely felt as though the experience might have been better had there been no one stationed at the door at all. The restaurant service was also inconsistent. Staff frequently seemed disorganised and unaware of what their colleagues were doing. We were asked the same questions by multiple staff members taking orders and, on one morning, part of our breakfast order appeared to have been forgotten entirely. On another evening we asked a waitress how best to eat a particular dish, as there were many small bowls and sauces but no explanation was provided. We enjoy trying new foods, so this was not an issue in itself, but when asked whether the meat should be dipped into the hot soup the waitress simply giggled rather than offering any guidance. Again, this suggested a lack of training and confidence. Conclusion Some of the staff we encountered were excellent, but the service we experienced from others — particularly the door team and elements of the restaurant staff — was far below what we would expect from the Peninsula brand. Given the reputation of the hotel group and the price we paid, the experience was disappointing. Several staff members appeared cold or indifferent and some never smiled at all. With hindsight, we would likely have chosen to stay elsewhere. This should have been a memorable and outstanding stay, but unfortunately inconsistent service meant that it fell well short of the standard we associate with the Peninsula name. Given our previous experience with the Peninsula brand, this was particularly disappointing as we know the company is capable of delivering exceptional service. We hope the management team will review the issues raised, particularly regarding staff training and professionalism at the entrance and in the restaurant, so that future guests receive the standard of hospitality the Peninsula name is known for.

The best customer service I have ever experienced. I love the bars and restaurants. The staff are extremely friendly and very professional. The service is perfect – I could go on and on. During check-in and check-out, I had the pleasure of meeting two duty managers, Mr. Austin Yu and Mr. Harris Qi. They were very helpful, very friendly, and highly professional. Thank you so much. Many thanks as well to the concierge team and the manager, and to the extraordinary housekeeping team – wow! The Spa and massage was perfect . Breakfast team excellent . Bartenders excellent . Evane, Ellaine , Angela . Thank you. Thank you for making our stay so special.

very good amenities and room. Only thing that could be better though is breakfast service, most of staff did not speak english, water wasn’t served warm and coffee too strong. But excellent stay.

Most classy hotel we have come across on our recent trip to China. Added to this were the most attentive service, from front desk reception to Concierge and hospitality at Yi Long Court restaurant. The room smelt and felt clean. The bedsheets were immaculate. If you can go all out to treat yourself this is the place to be.

I stayed for five nights in a Grand Luxe River Room. Flawless in every respect. The unobstructed view of the Pudong skyline made it difficult to leave the room, which was spacious and exceptionally comfortable. There is hardly any need to comment on the location—it could not be better. The in-room amenities, a hallmark of The Peninsula hotels, are second to none. Quite simply, the best choice in Shanghai.