The Portman Ritz-Carlton, Shanghai

This is truly a fantastic hotel. The rooms are spacious and well-maintained. I would like to express my sincere gratitude to Yang working on the 42nd floor. She was friendly, helpful and always ready to solve my problems. It’s the excellent service that made my stay so pleasant.

I used to believe that Ritz-Carlton represented the highest standard of hospitality. As a Titanium Elite member, I booked this stay directly through the official Marriott app and expected a level of service consistent with a luxury brand. Unfortunately, my experience at The Portman Ritz-Carlton Shanghai was deeply disappointing. During my stay, I experienced significant noise issues from neighboring rooms and the hallway, which seriously affected my ability to rest. I reported the issue during my stay, but it was never effectively resolved. What disappointed me even more was the customer care experience afterward. I opened a formal case on May 1 and followed up again on May 5. As of June 4, more than one month later, I still have not received any meaningful update or substantive response. At this point, my disappointment is no longer about the original hotel issue itself. It is about the apparent lack of urgency, ownership, and follow-through in handling customer concerns. This experience has fundamentally changed my view of luxury hotels and loyalty programs. Premium pricing and elite status mean very little if customer feedback is not taken seriously. I am sharing this experience so that future guests can make informed decisions and set realistic expectations.

The housekeeping staff JEAN showed first rate professionalism throughout my stay at the Hotel as observed by me in her deliverables, manner and attitude towards customers.

I spent a wonderful evening in the Ritz Bar, the bartender Sunny and Ronne were welcomed and invited. The drinks were great.

It is located in a super convenient area, and can reach out many spots. The staff are so nice and helpful and appreciate Mira who helped check in and provided a nice room. When leaving the hotel also thanks for the porter Jeffery’s help and lovely conversation on introducing the surroundings. The room is spacious but it is really old and many facilities are not user friendly. Except this concerns, I truly enjoy the staying here. Would like to visit this hotel again.