Courtyard By Marriott Shanghai Xujiahui

“Outstanding Service”

Look, I will be frank. This is a dated hotel facility with furniture and facilities that needs a serious upgrade. But the customer service more than makes up for it. I have stayed here several times over the years, mainly for its location, and EXCEPTIONAL customer service. Especially the execut… more

Look, I will be frank. This is a dated hotel facility with furniture and facilities that needs a serious upgrade. But the customer service more than makes up for it. I have stayed here several times over the years, mainly for its location, and EXCEPTIONAL customer service. Especially the executive lounge staff - who go out and well beyond their necessary limits for providing outstanding service. Wow - they recognize me and family every time we return. They remember our preferences. They go out of their way to make sure we are satisfied. I dont know what else to say? Look, I know some of you may be turned off by old furniture, but I have learned that just picking a new facility (I recently had to stay in a Hilton new facility outside of Hongqiao) but one that has terrible service - isnt the right choice to make. Given the choice - pick people over facility. Pick service over anything else. I would highly recommend you stay here - the gym is awesome by the way - and enjoy the friendly people. Stay away from the crappy service at some competitor hotels.

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“Fantastic executive lounge”

I waited a while to see whether the hotel would send me a survey, but it did not. So I went onto trip advisor because I did not want to forego the opportunity to compliment the wonderful staff in the Courtyard Shanghai Xujiahui executive lounge on the fantastic service and delicious food they offer… more

I waited a while to see whether the hotel would send me a survey, but it did not. So I went onto trip advisor because I did not want to forego the opportunity to compliment the wonderful staff in the Courtyard Shanghai Xujiahui executive lounge on the fantastic service and delicious food they offer in the lounge (on top of a wonderful breakfast in the restaurant). I especially would like to compliment the executive lounge supervisor, Ms Bertha Feng, for her friendly md efficient service. She made us really feel very welcome so that for sure we will come back and stay here again the next time! (In Chinese the hotel is named “Tibet building”, with matching architecture visible from the outside, as I understand the owner has Tibetan roots, and so the lounge staff is dressed in Tibetan traditional dresses, which is a nice touch.)

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“Luxurious beautiful hotel with excellent Buffet - Poor communication customer service/ignorant misinformed and lazy”

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 ho… more

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.

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