The Peninsula Shanghai

My parents and I stayed at wonderful Peninsula hotel for 9 days and enjoyed our stay immensely! We received early check-in which was very much appreciated after exhausting night flight, and were given two beautifully appointed, spacious and quiet rooms. Hotel's location is unbeatable, just a stone throw from all important landmarks and great restaurants (Hakkasan for example). Hotel restaurants are also great, we had dinner at Sir Elly's, Sir Elly's terrace and Li Yong Court and all of them we would wholeheartedly recommend. All staff members are wonderful, knowledgeable and genuinely caring so we felt truly pampered and relaxed throughout our stay. I also must highlight beautiful gym, opened 24/7 and mesmerizing heated pool (28°C), 25 meters long where you can actually swim. They also have hot jacuzzy and sun deck for sunbathing so this facilities contribute to a great extent to relaxing holiday. Our excursion to Suzhou, famous for its gardens, was wonderfully organised by concierge Leo and Liam who took great care of us and to whom we would particularly like to thank. This was our first time in China and now we are in love with this enchanting country and already planning our trip to Beijing to Peninsula hotel, of course. We certainly hope that we will be able to come back to Shanghai in not too distant future and have one more terrific holiday at Peninsula💫🌟✨️ We will wholeheartedly recommend this wonderful hotel to our travel agent, friends and colleagues. Dear hotel staff we wish you all the best and hope that we will come back soon. Yours cordially, Milenko, Marija and Masa Kulauzov Novi Sad, Serbia

1. Arrival & Check-In • My check-in was handled by Rustin at the front desk. • I had booked a Garden View room, which was not ready at the time. He then mentioned the possibility of assigning me a Bund View room. • He had already started preparing the key cards and arranging a welcome amenity to be delivered to this “new room.” • Suddenly, the system showed that my originally booked Garden View room was ready, and he canceled the welcome amenity delivery right in front of me. • He then placed the decision on me: “Would you prefer the Garden or the Bund View?” As a guest unfamiliar with their room inventory, I found this practice extremely unprofessional and discourteous. • Eventually, I was assigned to Room 1205 (Garden View). • Upon entry, I was immediately hit by a strong musty, damp odor, clearly indicative of a room that had just been hastily cleaned and released without a supervisor’s final inspection. • My impression is that the Garden View room was rushed to be given to me, while the Bund View room was likely reserved for direct-booking or paid-upgrade guests. ⸻ 2. Welcome Amenity Experience • When the staff member delivered the amenity, I asked whether she also noticed the smell in the room. • She chose to lie, claiming she had a cold and therefore could not smell anything. • Yet, she was not wearing a mask while delivering fruit and pastries, which revealed the dishonesty. • Later, a manager admitted to me that she had not been sick at all and had indeed lied. ⸻ 3. Breakfast Experience 1. Seating • I requested a window seat facing the garden. I was told to wait, which I accepted. • However, I was eventually seated in a corner by Luna. Even after multiple tables near the window turned over, she never proactively followed up or checked if I still wished to move. 2. Ordering & Beverages • It took at least 6–8 minutes before anyone approached to take my order, which was finally handled by Speik. • I ordered an iced Americano, but it was served with whole milk without any inquiry about allergies or dietary restrictions. • The coffee also took far too long to arrive. 3. Food Service • The Japanese set breakfast took approximately 30 minutes to be served. • To my astonishment, another identical set was mistakenly delivered an hour later, indicating severe miscommunication in the service flow. 4. Bread Basket Incident • I requested to order a bread basket. • Instead of taking the order, Speik simply pointed at the buffet and instructed me to fetch it myself, declining to assist or provide service. ⸻ 4. Complaint & Communication • I filed my complaint via WhatsApp (PenChat). • Multiple duty managers and department-level managers approached me, but no director-level or senior management ever made themselves available, which is unacceptable for a property positioned at this level. ⸻ Final Statement Throughout my stay, I refused all forms of compensation — no waived charges, no token gifts etc — because I was never seeking financial restitution. What I expected, and what should have been guaranteed at a property under this brand, was genuine respect and dignity towards the guest experience. Unfortunately, that was absent from the very beginning.

入住时间，有Himmel 助理客户关系经理来接待我们，他服务是很专业的。你需要什么，直接告诉她和她同事，他们会尽力帮助你！差点忘了推荐，酒店 劳斯莱斯 服务是美好的回忆 !! We had a wonderful stay at the hotel. The staff are very friendly and really went out of their ways to make our stay the most memorable. The view from our room was spectacular. All in all a very pleasant and enjoyable stay there. Definitely recommend this hotel!

When the taxi dropped me off at the Peninsula Shanghai I was greeted b Max. He negotiated the taxi fare. Max took me to the front desk to check in then he and Harris Qi, the manager, tried for a very long time to try and get me hooked up to Alipay. They were so patient and helpful my 5 day stay. My room overlooked the Huangpu River so every minute I wasn't sightseeing I got to enjoy the glorious view of the river and boats. All rooms at the Peninsula have views. My group of friends came for high tea at the Peninsula which we enjoyed at leisure. Danny Hu, concierge, very efficiently changed my flights back to the US. Every employee at the hotel was pleasant and helpful.

Excellent hotel. Five stars could be a bit getting older but well kept. Great gym and great breakfast area. The location is superb right next to the bund. The service is excellent. I would recommend it for family business or for holidays. Room Prices are also reasonable.