The Peninsula Shanghai

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.

I’ve stayed at Peninsula hotels around the world and had been looking forward to The Peninsula Shanghai for a long time. I finally booked it over New Year’s, but overall the experience fell short of what I’ve come to expect from the brand. Our initial room was covered in dust, as if it hadn’t been thoroughly cleaned in quite a while. The leather furniture was badly worn with sections peeling away, and the curtains were torn. Some rooms also face directly into another building rather than offering a proper view. Reception eventually agreed to move us, but the new room wasn’t ready until 4pm. They were apologetic, though it didn’t feel particularly sincere. While we waited, front desk covered a drink at the bar, which was a small gesture but felt like the least they could do. The second room was spotless and exactly what I had expected from the start. The marble bathrooms were absolutely beautiful, the bed was on the firmer side (which seems standard in Asia), the duvet was comfortable, and turn-down service was excellent. Whenever we requested anything, it arrived promptly, and I really appreciated the valet box - it meant I didn’t have to rush to the door if I was in the middle of something. Staff attitudes varied a lot. Front desk and housekeeping were generally polite, but it often felt like going through the motions. We noticed VIP guests getting a lot of extra attention from several staff members, while regular guests didn’t seem to get the same effort. Communication was a real problem throughout the stay. I emailed in advance to arrange afternoon tea on December 31st and was told it was walk-in only and they’d take care of us on arrival. At check-in, though, they said the Lobby was closed for gala prep. It would have been helpful to know that earlier. We also wanted to go to Sir Elly’s Terrace bar at 5pm on the 31st. Staff turned us away, saying it was reserved tables only for New Year’s Eve and to try again the next day. We should have been informed about this in advanced. When we came back on January 1st, the person at the entrance was downright rude, just barking “no, closed” and then shrugging “I don’t know, maybe rain” when I asked why. It wasn’t even raining, the weather was perfectly fine, and the forecast had shown no rain at all. Information about openings and closures was inconsistent and confusing. If you’re staying during a holiday period, expect some facilities might not be available even if staff initially say otherwise. Breakfast was disappointing for a hotel at this level. The bread was stale, the eggs were cold and had an odd taste, and the overall quality didn’t match the standard. A few Asian dishes like the dumplings were excellent, but that was about it. There are many excellent hotels in Shanghai, and given this level of service, I’m not sure I’d choose to stay here again. The pool and spa were nice, with lovely marble details and a good spot to relax on a rainy day, but that wasn’t enough to offset the other issues.