The only highlight was the restaurant staff. My stay at the Steigenberger Hotel Shanghai was, without a doubt, the worst I've ever experienced!
I specifically requested a "quiet room" in my booking, yet I was assigned room 3015, which directly faces a construction site. Construction went on non-stop from 7 AM to 7 PM every day. Closing the window muffled the noise slightly, but made the room feel incredibly stuffy. Opening the window brought in both noise and the smell of gasoline! If I made a request, why wasn't it honored? And if it couldn't be, why wasn't I informed beforehand?
The hotel assigned me a room filled with construction materials outside, despite having suitable vacant rooms, and provided no prior explanation or communication. Even if I weren't a Trip.com Black Diamond member and just an ordinary customer, your service and attitude towards guests are appalling. You can see the 'view' from this room for yourselves – is this how you treat Black Diamond customers?!
On the third day of my stay, March 30th, at 10:20 AM, I saw a cleaning lady tidying up rooms as I was heading out. I asked her to clean my room immediately. She readily agreed and notified her colleague via walkie-talkie. When I asked how long it would take, she said half an hour. I waited downstairs in the lobby until 11 AM, only to find a short, stout cleaning staff with a Northeastern accent standing at my door, claiming she was too busy earlier but would clean it immediately, saying it would only take ten minutes. I said no, then she said twenty minutes. Just look at the results of your cleaning, *heck*. She told me not to be angry – you're really good at this kind of emotional manipulation! Where is your cleaning process, where is your service?! I ended up waiting in the lobby for another half hour. By 11:30 AM, when I finally got to the room, all that had been done was a few towels placed, the duvet folded, but no slippers replenished and the floor was still wet. I was misled the entire morning!
I contacted Trip.com, and they said a manager would handle it. Instead, a male staff member named Pei (self-proclaimed) arrived and immediately asked what our needs were. I thought he was there to apologize, but it seemed he was just there to observe. After explaining the situation, he asked if we wanted a fruit platter and a tea set. Is this an apologetic attitude!?.
During check-in, the front desk staff even discussed the previous guest who was checking out right in front of me. Where is the professionalism!? The front desk staff's attitude was terrible. When my takeout order was delivered incorrectly, they told me to ask if a friend ordered it for me, and then they hung up on me first! After checking out, they even messed up an item I left in the room!
Not a single manager proactively apologized or expressed regret throughout the entire ordeal.
Furthermore, during my stay, Trip.com failed to answer my questions, including why I was assigned a non-quiet room when others were available, and why no manager came to apologize. I believe Trip.com completely failed in its duty to communicate effectively and supervise. As a Black Diamond user who regularly books trips with Trip.com and spends a considerable amount annually, I am extremely dissatisfied, angry, and disappointed!
I demand the hotel provide a direct response to this matter:
1. Why was my request for a quiet room not communicated or accommodated beforehand?
2. What is the position of the staff member named Pei, who seemed to be just observing?
3. Why did the cleaning staff promise to clean immediately but failed to do so, and the cleaning results were extremely poor?
4. A written apology for the unpleasant experience during this stay!
Original TextTranslation provided by AI
