Sofitel Properties in Shanghai

I have to give a special shout-out to Cissy, our customer manager. Her service attitude was absolutely wonderful, always with a sweet smile and a warm, approachable demeanor. She was incredibly responsive to all our requests and patiently helped us resolve any issues, making our experience truly excellent. However, I do need to mention that the air conditioning in the room was really poor. It was too hot, which significantly affected our rest. Even though they said the cold air was on, I couldn't feel it at all, which was quite disappointing. Thankfully, the young lady's excellent attitude made me feel very well taken care of despite this.

Facilities: The facilities are old. The headboard's soft padding was peeling off, which made sleeping very uncomfortable. The wallpaper in the toilet, the trash can, and cabinet doors all had varying degrees of paint chipping. The public areas were maintained reasonably well. Hygiene: The hygiene in room 529 was concerning. There were unknown glue splatter marks on the window, extending all the way to the ceiling, the bedside table, lamp, and bed. Every sofa had obvious stains. Environment: Okay. Service: Whether it was the buffet dinner or breakfast, the speed of restocking food couldn't keep up, even when the occupancy rate was less than 50%. The chef making fresh pasta seemed half-asleep; it took an hour and three reminders to get one plate. For ice at breakfast, I had to ask three different servers. Basic items like fried eggs and boiled eggs were constantly out of stock. A lady at the front desk was quite cold and unwelcoming, without any polite language, and even looked at guests disdainfully. There was no one at the concierge desk for ten minutes in the early morning; I was in a hurry to leave and drive, so I just had to wait, and there was no apology. The linens in the gym changing room were at rag level but still given to guests. The shower room hygiene was unmanaged, with hair and band-aids everywhere on the floor. This is my first review, and everything I've said above is true. I really couldn't stand it. At the time, I was in too much of a hurry to provide feedback to the hotel. Although the package price was good, it failed to meet the most basic service standards for a five-star hotel, not to mention that Sofitel is a relatively high-end brand within the Accor group. It was truly disappointing.