Courtyard Shanghai Xujiahui

Subject: Feedback on My Recent Stay at Courtyard by Marriott Shanghai Xujiahui||Dear Courtyard by Marriott Shanghai Xujiahui Management,||This property has always felt like my second home whenever I return to Shanghai — I’ve stayed here countless times over the past decade and truly appreciated its warm service and convenient location.||However, during my most recent stay, I was deeply disappointed to find that the hotel’s overall quality has declined. The guest rooms appear outdated and have not been renovated for years. Although I appreciate the hotel’s effort to introduce “high-tech robots” for delivery service, the system clearly needs improvement. Last night, after returning from a long day’s trip and finally resting past midnight, we were twice disturbed by the robot ringing our doorbell — only to find a package of paper clips we had never ordered.||In addition, the room temperature was locked at 23.5°C, which felt uncomfortably warm. The thermostat could not be adjusted, and the refrigerator in our room was broken. When we reported it, the technician mentioned that this issue was common in many of the older rooms.||As a long-time loyal guest and Lifetime Platinum and Titanium Elite member, we truly hope this beloved property will maintain the high standards and hospitality that made it special for so many years. I still want to return — but I also hope to see meaningful improvements that restore the comfort and quality we’ve always associated with the Courtyard brand.

I'll start off with the CONS.||I came during Spring which is a very hot time of year around 32-35+ degrees was assigned a room where the air conditioning did not work. The commands are all in Chinese characters.|The staff that brought my luggage to the room barely spoke English I asked him about how to use the aircon as after 5 mins it was still very hot even though I had turned it down the temp. After pressing a few of the buttons, he misinformed me and said it will take 15 minutes for it to fully cool down! That did not sound right at first but I trusted that he knew what he was talking about.|After about 5-10 mins the heat was unbearable! I called room service and and another staff then said he will call a techo to check as it was faulty. So that gave me the impression the first staff was either lazy and/or ignorant but instead fubbed me off.|By then I was already half unpacked and half naked. when the techo and the receptionist that assigned me the room came up. The techo brought a ladder to try to fix the issue but could not so the other staff said he will go back down to arrange another room for me!|After another 10 minutes or so he came back up and offered to help me bring my luggage across, I had to repack all the stuff I unpacked and took off my top.|Walking across half naked in my pyjama shorts along the hallway to my new room carrying one of my bags and the staff helping me with my large luggage.|Initially he flipped it upside down crushing one of my umbrellas which was in the top slot of my bag in an attempt to lay it upright so he could use the handle and pull it along with the wheels.|In my new room....he then misinformed me again saying the Aircon can only go down maximum to 22 degrees as it was *SET in place* by the system even if I was to make it go further down it would not work, I thought this was very strange. However I later found out on my own that it went down to 20 anyway LOL!|Frustrated, annoyed and confused I explained to him I had sensitive skin that could get inflammation from the heat as I had a skin condition, he then said I could have someone bring up a fan for you. Which they did.|I asked about the fridge how it did not seem cold which he then misinformed me again saying the fridge does not cool your drink but merely used as a storage. This was quite baffling in a high ended luxury hotel.|I realize I forgot the power adaptor they had given me and called reception (at least one of the receptionist that picks up initially does not speak English and had to pass it on to her work colleague), the same guy that bought my luggage rang my doorbell as I was in the shower and then told me he could not find a power adaptor in the other room when I had given them clear instructions on where I plugged it.|Later on I had not returned one out of two of the cards for my old room so I used it to go back into my old room (yes it had not been deactivated yet, luckily for me but disorganized on the part of the hotel) and found the power adaptor still there plugged into the same place in the bathroom LOL! |I can only conclude that the same luggage staff guy was lazy, or not careful and thorough enough in looking for it or he simply lied.|This whole debacle could have been avoided if they had double checked that everything in the room I was assigned to was already in working order, what thorough preparation and inspection could have avoided then mark on your system to not be assigned. This was a terrible experience!||OK so now the PROS.|A grand luxurious looking hotel.|The room was spacious and comfortable, with a remote on/off curtain and screen.|The view was amazing!|The buffet breakfast dining area was vast and prestigious, high class, very delicious and was one of the largest I have ever seen. It caters for foreigners.|Interesting thing is they don't allow you to take plates or cups from the dining area up to your room but gave me a paper cup or bag for the food.|The room service meals were very expensive, tasty but very small proportions. |A very good gym with a lot of equipment for different exercises, I was also impressed with the overall cleanliness.||The customer service let them down a bit here otherwise I would have definitely given them 5 stars.

Although this hotel isn't very catered to families, the suites or family connecting rooms, as well as the buffet breakfast and executive lounge options make up for it. I've stayed at this hotel multiple times with our large family, and the staff are always friendly and helpful. The only complaint is that as a platinum bonvoy member, i'm supposed to get a welcome gift at hotel stays, but they always forget to give the welcome gift (which is usually some fruits). I always have to ask for it, which is a bit annoying.

Subject:Wonderful Stay at Courtyard by Marriott Shanghai Xujiahui I stayed at the Courtyard by Marriott Shanghai Xujiahui for two days during my trip to Shanghai, and I had a fantastic experience. The hotel was exceptionally clean, comfortable, and well-maintained, making my stay very enjoyable. The staff were friendly and professional, always ready to assist with any requests. The location was also convenient, with easy access to shopping, dining, and public transportation. Overall, it was a great choice for both business and leisure travelers, and I would definitely recommend it to anyone visiting Shanghai!

Hotel facilities were old and needed some refresh on furniture and interior design. HVAC system seemed needed some cleaning, I could see the dust particles flowing from the air vent. Location is great from the shopping and entertainments and centrally located.

The hotel is in a good location and the breakfast was very good. But unfortunately, the Executive Lounge was a disaster. The first night I went, the food had been mostly wiped out and I got the last beer. I asked if they were going to restock the beer and the attendant went and retrieved a warm beer for me! And they never restocked the fridge. Another night I went up and they had started a waitlist. I've never encountered this before. I just left and went outside the hotel for my needs. What a disappointment. Exec Lounge access is important to me; it's the only reason I keep my status with Marriott. They really need to improve this experience. Their most valued clients use the facility.

Very good location. Xujiahui is just outside of the usual Nanjing East Road area so the room cost is more affordable but it is still convenient whether by subway or Didi. Hotel is clean and services is good. You can also do ******* for your meals.

Great hotel. The staff are clearly trained to five star level despite the hotel being midrange. The hotel is very Chinese and the meals are very Chinese but they really work hard in practicing English and greeting foreign guests. Great Lounge. I was impressed that manager Bertha made it a point to remember my name. That’s five star by marriot’s standards. She was also very warm and accommodating great problem solving skills.