of TripAdvisor Travelers recommend this hotel
"Best Hilton I have seen in a long time .."
I travel globally quite a bit and usually stay at Hilton properties. The personalities and attitudes of the staff at this hotel are second to no one. From the front desk to the amazing service I received int he lounge .. this team needs to be commended .. well done!!
Mixed feelings regarding this Double Tree stay, had a great welcome at reception, checked in early, lovely room, great lounge area, super service and staff but then at the end of my stay had to call down to reception as upon returning to my room at midnight, I'd found the door ajar. Nothing had been taken and reception checked CCTV and all was fine, just housekeeping hadn't pulled the door closed properly. That I understand and forgive as these things happen and apologies etc were made but when checking out and looking at my bill to find I've been charged for the INTERNAL call to the front desk - now that really doesn't fit the Hilton brand that I've been using over the years !! Needless to say it was rapidly refunded but didn't need to happen in the first place really. Shame as apart from that definitely a great hotel but the reason why I've given it 3 stars and not 5 as I would have done normally
"Reasonable distance from the exhibition and the Bund"
I had chosen this hotel due to its proximity to the exhibition center; it take around 10 to 15 min by taxi to the exhibition center which in a city like shanghai it is very reasonable. My opinion: 1- Location: less than 10 mins walk from the metro station, and in the path to the metro station there are many massage shops and groceries but nothing more! As I mentioned it is a good choice to stay during the exhibition period and also it is easy to go to the Bund are with taxi or subway. ( take into the account sometimes catching a taxi in Shanghai is a real challenge!) 2- Room: spacious enough as a double room, but the furnish just like the hotel was not brand new at all. 3- accessing the pool and sauna from my room was not very convenient and I needed to walk a lot to reach that area of the hotel. 4- Breakfast: was good and I liked the Hilton bread pudding a lot. 5- Staff: I don't have any particular complaint about the receptionists but at the same time I don't have a very positive impression about their friendliness and their helpfulness. 6- Concierge: little bit pushy to sell you something but not too much. 7- I will be back to this hotel only during the exhibition time if I don't find better hotel close the exhibition.
"Poor customer service, avoid especially if you are not comfortable in Mandarin"
We stayed for 7 nights on business. A few things to note: ---staff do not speak English, but they think they do. This was the most frustrating experience, as they market themselves to western travelers. If you do not speak mandarin, you will have trouble at check-in, trouble ordering food, trouble at the concierge. You will speak to the staff in English, they will not understand you but will pretend they do. Prepare to muddle through and ask lots of clarifying questions. They had to check me in three times. The first time, they entered the wrong name, the second, they tried to charge my room to my colleague that I was travelling with and then they forgot my HHonors #. The front desk staff is either spectacularly apathetic or the language barrier causes catastrophic service break downs. ---this goes with the above, but if you need help with translation as you head out of the hotel, this is not the hotel for you. Staff either cannot or will not assist with getting you to where you need to go. ---the staff do not have recommendations on anything. I was quite sick when I arrived, and I asked them to recommend a pharmacy in both English and and then I asked in Mandarin. They refused and would only aid in giving directions to a destination I selected. I asked if they could point me to a convenience store, still no help. So come prepared with your research on anything you need, because the staff either cannot or will not help you. ---there is no air conditioning in the winter. The staff of course said there was air conditioning, but after conversations with five different people, we concluded that they offer hot air conditioning in the winter. In fact, if you turn your in room thermostat to cold it actually heats up the room. They did offer an "air conditioning fan" which was nice, while the ice lasted (you have to fill it with ice for the air to be cool), but it sounds like an industrial fan so it would be hard to sleep with it on. The windows do open (victory!) so this is an option when the air quality is not so bad. ---staff will tell you that certain things are against the Chinese law (like running the air conditioning in the winter, having smoking rooms, etc). What they mean is that it is against hotel policy. I'm not sure if they were deliberately deceptive or if something was lost in translation. ---avoid the restaurant in the basement. The food misses the mark. On the contrary, the food in the lobby bar is quite good. ----the hotel safes are not big enough to hold a lap top. ---there are no outlets by the bed so you have to charge your electronics across the room. ---there is a good selection of drinks in the rooms and a tea kettle. The staff of course said that it was fine to drink the water but I didn't risk it. In short - the customer service was just not a good fit for an English speaker, and we found the service misleading and just downright bad. I recommend the Intercontinental Crowne Plaza, which has cheaper rooms and a staff that is much more helpful and truthful.
"no air conditioning"
The hotel is nice, very clean and the staff is great. The problem is that we stayed in November and they turn the air conditioning off in the winter months. The room just gets hot. Turn the fan on all you want, it won't cool down at all unless you open the windows, which helps marginally. Then you get all the sounds, smells, and mostly the smog of Shanghai in your room. And the sounds are significant, as there is a massive construction project going on right next to the building.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 12:00 PM