Shangri-La Hangzhou in Hangzhou

I checked into the Shangri-La Hotel, Hangzhou at around 7:00 PM on May 12th. Upon arrival, there weren't enough bellhops, and no one helped with my luggage; my own driver ended up handling it.

The male staff member at the front desk was professional and efficient during check-in. However, the female staff next to him kept her eyes down the entire time. I noticed this issue throughout my stay – as soon as someone approached the front desk, she'd immediately look down. I'm not sure what kind of training the lobby staff receives.

After getting to the room, the hygrometer showed 69% humidity, so I requested a dehumidifier (as pictured below). Later, I found other people's hair in obvious spots in the bathroom. I called the front desk to request a re-cleaning.

At the same time, I asked the concierge to help with a delivery issue, and that's when the nightmare began. My next day's plans were completely ruined because of this foolish decision. I gave two instructions: express delivery and recipient-paid. The communication seemed smooth.

However, the next day, I received a call from the courier asking for payment for the delivery, specifically for air freight. Since I was in a hurry to take my child to an activity, I paid and then tried to figure out what had happened. The result was that I got yelled at by the courier, and the hotel concierge seemed completely blameless. I was the only one who tipped, paid for the delivery, and still ended up in a lose-lose situation.

Soon after, I found someone else's used slippers under the bed in the room. Given that the hygiene inspection failed at check-in, how could the hotel allow guests with children to stay in this family room? May I ask the Director of Rooms at Shangri-La Hotel, Hangzhou, if you've ever attended hospitality management school? Please respond.

Subsequently, I developed an upper respiratory infection. Then, by chance yesterday, I discovered the 'truth' about the dehumidifier: inexplicably, a lot of black lint started appearing in the bathroom. After tracing it back, I found it was due to the dehumidifier not being cleaned for too long, as shown in the picture. How can a five-star hotel provide such a dehumidifier to guests in a family room? Where is your conscience?

Finally, the hotel room had absolutely no soundproofing. Last night, people were loudly slamming doors at 1:50 AM and 2:50 AM. Between 3:00 AM and 4:00 AM, a woman was screaming loudly. From 5:50 AM to 6:00 AM, elderly guests started getting up. The room was so close to the next that guests secretly smoking meant secondhand smoke wafted directly into our family room. This is the true reality of the Octonauts-themed family room offered by Shangri-La. I endured all this for many days because my child loves the Octonauts.

Breakfast was like a mad scramble in a marketplace. For the following days, I paid extra for my child to eat in the room. However, at least the restaurant staff had a good attitude and seemed willing to improve the guest experience.

The lobby, concierge, and the utterly unprofessional housekeeping department – I wonder what the general manager's management philosophy is at Shangri-La Hotel, Hangzhou. I hope this can be included as a case study in hospitality management. In an era where the hotel industry is struggling, and even Aman is joining Dianping, I'm curious how you've managed to survive until now. It's truly admirable.

Regarding the room hygiene issues, the hotel offered a 'compensation' of 769.60 RMB for laundry fees. However, on the day of check-in, I proactively asked to pay a higher deposit for laundry and dining. Your 'compensation' is frankly irrelevant, but it's at least a gesture. Yet, the dehumidifier issue I discovered later was utterly maddening. I don't need your 'compensation'; I need you not to bring shame to an already struggling hotel industry. Respect your profession and undergo proper, systematic training. Have some self-respect.

I'd never stay at this hotel again. I'd rather go a bit further and take a taxi, it's that bad. Such a shame for such a great location.