jewelz2022
Google
My stay at Waldorf Astoria Shanghai on the Bund has been such a disappointment. Having stayed at W and Ritz-Carlton Pudong before, I had high expectation for Waldorf since it is supposed to be a more luxurious hotel, yet my experience has been completely the opposite.||Before I arrived at the hotel, I had requested assistance with SPA and restaurant reservations, via both in-app message and phone calls. In both of my attempts, I was told "No" for laughable reasons: The hotel agent informed me in the Hilton App that the only way to make SPA reservation was to call directly, so I called. Then the concierge team on the phone told me that SPA was closed, and I need to call back when they are in operation hours. Excuses me what? This is an unacceptable response from a concierge team at a property of this caliber. If the staff refuses to handle such simple guest requests, it raises serious concerns about management oversight and training standards, which became more evident during my stay.||The hotel lobby remained noisy and chaotic, filled with large tour groups, and guests shouting across the space. A scene I have not seen in a long, long time. To me, it almost feels like a countryside Carnival was taking place in the lobby with kids running around while influencers were streaming. Service during breakfast was also painfully slow and inattentive, further diminishing any sense of luxury from property's gorgeous architecture. I later learned that certain travel agencies had purchased bulk packages at less than half the price I paid. If this is the direction Waldorf chooses to take, no wonder it attracts crowds that compromise the overall guest experience.||Overall, Waldorf Astoria Shanghai on the Bund is unworthy of AMEX FHR program, as it fails to justify its reputation and price. Despite the poor service, its room condition and SPA experience was quite good; therefore, a 2-star review is given here.