Ritz Carlton Hotels in Shanghai

Is the Ritz-Carlton trying to position itself alongside hotels like Hilton and Pullman now? Seriously, the hygiene, facilities, and service were truly subpar across the board. On the first night, the room we were assigned had a terrible stench, exactly like a dirty public restroom. We waited for over half an hour to switch rooms, only to be given another room that reeked of mildew. The bed was noticeably damp, and it was clear the linens hadn't been changed. What's more, the complimentary bottled water had already been opened! But it was too late and we were too exhausted to request another change. So, I called the front desk and informed them that I would need a different room the next day—one without any odd smells and with a dry, clean bed. The next day, after returning from lunch, we were told our new room still wasn't ready. Around 2 or 3 PM, when we were about to leave, I called the front desk again. They said the room was ready and they'd send someone with the key card (it sounded like I was talking to the operator, not the front desk directly). We then waited for 40-50 minutes, but no key card arrived. I called again, and the operator seemed surprised, asking, 'It hasn't been sent yet?' She said she'd follow up. Another twenty minutes passed, and still nothing. I called *again*, emphasizing that we were in a rush to leave and asked them to transfer our luggage for us. The operator asked us to please wait a little longer in the room, assuring us someone would be right over. After *another* considerable wait, the front desk called and said, 'Actually, your new room isn't ready yet.' Are you playing games with me?! Honestly, staying here was beyond frustrating! The pervasive mildew smell was truly nauseating.

Having stayed at numerous Ritz-Carlton properties across China, the Ritz-Carlton Pudong is the only one I've felt compelled to return to so swiftly after my initial stay. Our second visit was particularly special, as we brought along our most cherished family members to celebrate my mother's 60th milestone birthday there. It was truly the exceptionally positive first experience that immediately convinced my wife and me to entrust this significant life event for my mother to the Ritz-Carlton Pudong. This subsequent visit, true to form, did not disappoint. Before check-in, we contacted the hotel's Guest Relations department to explain our occasion and made a few modest requests regarding the birthday arrangements. The hotel staff were incredibly patient and meticulously arranged everything for us. A special commendation goes to Jerry and Jeremy from the hotel. On our arrival day, they had thoughtfully prepared a beautiful birthday bouquet to present to my mother. My mother was utterly moved by the hotel's genuine warmth and attention, almost to tears. A delicate mini birthday cake and a heartfelt handwritten card were also thoughtfully placed in our room. My mother exclaimed how truly thoughtful and caring it all was. ❤️ I truly believe an outstanding hotel is defined not merely by its prime location, opulent environment, or the sophistication of its room amenities. It is, more profoundly, about the dedicated and professional staff, exemplified by Jerry and Jeremy. They serve every guest with heartfelt sincerity, addressing even the smallest request with utmost professionalism and responsibility, ensuring every resident's needs are met. This genuine commitment profoundly touches guests, fostering a true sense of belonging – a feeling of being genuinely at home, truly valued, and deeply cared for. With such an exceptional and professional service team, we will undoubtedly and consistently choose the Ritz-Carlton Pudong for our future stays. Genuine sincerity always leaves a lasting impression!