MGM Hotels in Shanghai

I hesitated before writing this review because I wanted to be fair and honest about my experience. We reserved a connecting suite with 2 king beds for 4 guests. Prior to our arrival, the hotel informed us that we would be eligible for executive lounge benefits. Upon check-in, we were told we were not actually staying in a suite, which was a little bit disappointing. The hotel attempted to charge deposits for 2 separate rooms,one for the king suite and another for the king room, each requiring a deposit of 3,000 RMB. This situation was embarrassing as I had to prove my original deposit amount by showing a WeChat screenshot at the lobby. Although customer service initially assured us that lounge access was included in our booking, I ended up paying an extra 1,400 RMB to avoid disappointing my parents during this family trip. While the manager later apologized and clarified the misinformation provided by the staff, the entire experience left us feeling misled. On a positive note, the suite was well-equipped, clean, and comfortable. The staff were friendly, especially the housekeeping lady. The attentive concierge recommended several worthwhile places to visit, which enhanced our experience. It would be greatly appreciated if hotel policies were stated more clearly to avoid confusion in the future. Clear communication regarding bookings and benefits can significantly improve guest satisfaction.