Campanile Shanghai Bund Hotel

The hotel smells really good. It looks new, well-maintained and clean. There's nothing to not like about the infrastructure, facilities and equipment of the hotel - it delivers in this aspect. There was a good English-speaking receptionist, a guy wearing glasses, who helped us booked a cab to the station and answered all our queries. Kudos to him!

Staffers and Location. Most staffers of the hotel are cold and impersonal. They have poor communication skills and comprehension. They do not take the extra mile to deliver quality customer service and most of them look uninterested doing their job. I had a bad experience involving Bill and Andy. I had to wait for more than one hour for the food that would never be delivered. I ordered pizza at 8:45 pm through Bill. At around 9 pm, Andy went to our room to inform us that we can only order 4 kinds of food, including nachos, onion rings and fries. I said I would no longer like to order, but after he had left, I immediately called the reception area to place an order of nachos. Bill took my order. He asked me if I would still order pizza, I said “no,” because I was already informed by Andy that it’s not available - which is an obvious sign that they are not coordinated. At around 10 pm, I called to follow up my order. Bill came up to our room informing us that we could only order drinks, which was unacceptable. He said foods are served only until 9 pm, but I placed my initial order before 9pm. It was not my fault the my choice of food was unavailable. The information he was telling me was also different from what I got from Andy that I could still order food but had limited options. Bill was explaining that we were no longer allowed to order at that time when the hotel card in our room states that room service is available until 9:30 pm. Andy offered to order food online, but he said it would take another 30 mins. They wasted my time waiting for an hour, but still I had to go out to get some food at around 10pm. Both Andy and Bill seem to not understand what they were doing. Although they were both apologetic, I had a horrible customer experience from them. It was very hard to look for a restaurant around the hotel that understands English and offers Western food. I have to go to East Nanjing which is 15 mins. away from the restaurant.

Location

Staff should speak better english