Suju Service Apartment (Shanghai International Tourism and Resorts Zone Zhoupu Wanda) Reviews

Response from Property: Dear Guest, First of all, thank you for choosing to stay at our hotel and for taking the time to write such a detailed and thoughtful review. Your appreciation for the hotel's convenient shuttle service to and from Disneyland, its proximity to the subway station, and the in-room giant screen projector and washing machine is truly encouraging for our team—this is precisely the core value we aim to provide to every Disneyland guest. At the same time, we sincerely apologize for the unpleasant experience we caused you with our housekeeping service process. We completely understand your situation: after a long day at Disneyland, having to remember to call to request housekeeping upon returning to the hotel is indeed inconvenient and certainly not our intention. Our initial design of the "call only" process was based on the "do not disturb" needs of some guests (such as those returning late at night, needing to catch up on sleep, or working in their rooms), hoping to respect the privacy and rest of all guests to the greatest extent possible. However, your feedback pinpointed that we lacked a more flexible and proactive option, resulting in guests like you, who returned tired or preferred quiet, not receiving the service they deserved. Your feedback is our most important motivation for improvement. Therefore, we have immediately optimized our service process: We've added a "proactive inquiry" channel: upon check-in, the front desk will proactively inquire about your housekeeping preferences (daily cleaning/notification upon request/not needed). We've launched a "one-click booking" service: you can book a housekeeping time with one click via the hotel's WeChat mini-program or the QR code in your room, eliminating the need to call the front desk. We've strengthened staff training: for consecutive guests, the floor manager will conduct daily afternoon discreet checks. If a "Do Not Disturb" sign is not displayed and the guest has not explicitly selected "Do Not Disturb," they will proactively knock on the door or call to inquire if service is needed. We understand that even the best facilities require attentive service. Your experience has prompted us to reflect deeply and upgrade our service model. We sincerely hope that when you visit Disneyland again, you will choose us again, giving us the opportunity to provide you with a convenient, comfortable, and hassle-free perfect stay. Thank you for helping us become better. We wish you all the best on your future journeys! Sincerely, The Suju Management Team

Response from Property: Dear Guest, Thank you so much for taking the time to share your stay experience, and especially for your recognition of the efficient service of our front desk staff. We have received and taken seriously your concerns regarding the outdated facilities, the sturdiness of the beds, and the public environment. Our guests' safety and comfort are always our top priority. Regarding your feedback on the beds, we have immediately conducted a standardized safety inspection and reinforcement of all beds in all guest rooms to ensure that every bed meets safety standards. Please rest assured. We have also initiated a deep cleaning and maintenance plan for elevators, hallways, and other public areas to improve the overall quality of our environment. Your feedback is a vital motivation for us to improve the guest experience. We understand that there is still room for improvement in our facilities, and therefore we are gradually developing a phased upgrade plan. We hope that you will experience our tangible improvements when you stay again in the future. We look forward to providing you with a more comfortable and reassuring stay in the future. Have a pleasant trip! Sincerely, Hotel Management Team

Response from Property: Dear Guest, Thank you for choosing to stay at our hotel and for taking the time to share your detailed experience. We are delighted by your positive feedback on the hotel's excellent location, convenient subway access, and the in-room amenities such as the projector and washing machine. This is a core principle we consistently strive to provide for our guests. We sincerely apologize for the inconvenience caused by your long journey and the long wait in the lobby. We fully understand the desire of early-arriving passengers to rest as soon as possible and appreciate your willingness to offer a paid upgrade or alternative arrangements. Due to the stringent hygiene and facility standards required for room cleaning and inspection during peak periods, it is sometimes difficult to coordinate flexibly, which may have resulted in the delay in arranging your check-in. This reflects room for improvement in our current service processes for early-arriving guests. Your feedback is invaluable to us. Therefore, we have begun evaluating and optimizing our service plan for early-arriving guests: We will add an "Early Check-in Reservation" option: In the future, we will try to provide reservation registration services for guests with a clear need to arrive early, either at the time of booking or before arrival, so that we can coordinate resources more efficiently. Enhancing Waiting Experiences: For guests who need to wait, we will proactively communicate with them and inform them of the estimated time, and provide conveniences such as luggage storage and guidance to the rest area whenever possible. Exploring Flexible Options: We are also exploring flexible options for early arrivals, such as offering paid upgrades or hourly rest options when rooms are available, to better meet the needs of different guests. We are always committed to improving the flexibility and humanization of our services while maintaining service quality. Thank you again for your sincere suggestions, which help us review and improve the details of our services. We sincerely look forward to your next visit, hoping to provide you with a more relaxed and considerate stay. Have a pleasant trip and all the best!