"This was my fourth stay at the Jing An Shangri-La, and it remains my absolute favorite hotel in Shanghai. I actually stayed at two other five-star properties during this trip, and honestly, none of them can hold a candle to this hotel. The location is unbeatable. It is centrally located and directly connected to three metro lines, and to the Kerry Center, which is one of the city's most popular shopping complexes packed with top-tier restaurants and cafes. While it may not be the most opulent property in Shanghai, every single aspect qualifies it as one of the best five-star hotels in the city. The decor is elegant and tasteful with excellent AC/ventilation system, which is crucial for Shanghai is extremely humid in the summer. What truly sets it apart is the outstanding hospitality. The staff are incredibly attentive and friendly, while remaining very professional. Special thanks to Alisa Yun at reception, and Julie in the Horizon Club Lounge for their exceptional service. I am completely satisfied and will definitely keep coming back."

"Rated 4/5 because of experience in Chinese restaurant, Summer palace. After check in, had late lunch there. Service was okay, just had this lady staff who kept trying to sell their rice dumpling bundle. We told her we were going to move to another hotel soon. She commented she had sampled the new dishes each time they came out, pointed out that a few dishes we ordered were new ones. Sure chatty. The negative experience at Summer Palace happened at another lunch. It was peak hour but we got a table fast. When I was ordering the third thing not available through WeChat order, the staff turned away before I finished talking. Not the kind of service standards expected in a hotel like this. Every morning the breakfast restaurant was packed. We chose to sit near the entrance as it was further away from the buffet and crowds. There are a few live stations and one of them had pan fried dumplings almost every morning we were there. Couldn't get enough ;). Our room was big enough for 3. Housekeeping was okay but not great. Lots of check outs and our room wasn't cleaned till after 3pm on some days which did pose some inconvenience after we returned to the room after lunch. Kerry centre, a shopping mall, is connected to the hotel and it's quite a nice mall with Ole mart and restaurants. All in all, hotel stay was good but not great."

"靜安香格里拉，我在上海的家。 我懷著無比溫暖和感激的心情，寫下這封由衷的讚美信，向全體團隊表達我最誠摯的感謝和肯定。 這次入住對我而言格外特別。由於貴酒店團隊卓越的服務、極高的彈性以及無微不至的安排，我最終決定延長住宿，享受了美好的連續入住體驗。你們深刻理解我的個人情況，全力協助我完成了延期及所有相關的行程調整，讓整個過程順暢無憂。 當你們得知這是 Alex 第一次來到上海時，還特別為我們準備了好幾個驚喜和非常貼心窩心的安排，讓我們倆的上海之旅充滿了溫暖與難忘的幸福感。 除了這次經歷，我想分享更長遠的感受。在過去12個月中，雖然酒店發出了約12封滿意度調查郵件，但我因為工作實在太忙，加上記憶力差，只完成了1-2份。如果可以，我願意把我錯過的每一份調查都補上，每一項都打滿分10分「Excellent」。無論調查是按整體入住統計，還是拆分成每一晚，我的答案都會完全一樣。自2022年疫情期間我決定長期入住至今，我已經在這裡累積住了1108個夜晚。這千多個夜晚，夜夜都是那麼令人難忘、特別、溫暖、舒適且卓越，每一晚都值得被珍藏。 在這千多個日與夜裡，親眼見證了酒店服務水準的持續成長與提升。團隊不斷自我挑戰，力求最大程度滿足每一位客人內心真正的期待。你們不僅用心滿足需求，更會提前思考、主動創造驚喜。當你們達到巔峰狀態時，甚至能把原本只存在於想像中的美好體驗，真實地呈現並實現出來。 我還必須特別提到每年五月中那段令人「崩潰」的瘋狂一週。由於大規模外部資本和活動進駐，整個建築的氛圍會徹底改變，讓人感到有些窒息和不適。這並非酒店內部原因，而是外部巨大變化所致。儘管面臨如此高難度的環境，團隊卻始終竭盡全力，盡可能為像我這樣的長期客人維持最大程度的生活正常感。在此，我要向所有當值的團隊成員致以最崇高的敬意！你們就像在地獄般艱難的環境中，仍為客人送上天使般的服務。衷心向你們致敬！ 最後，我想向以下卓越的領導與團隊表達最誠摯的祝賀——這一切的成就都源於你們的領導力： • 致Gregor和Libby • 致Coco和John，以及他們整個Horizon團隊 • 致Marco和他整個敬業的禮賓團隊 提交截止日期又快到了，我就先寫到這裡。剩下的名單和更多細節，我會在下一輪繼續補上。 另外，我再過幾天又要回到酒店啦！很期待很快和大家再次見面，繼續我們這份美好的緣分。 「此心安處是吾鄉」 無論身在何處，心安即是吾鄉。 帶著最深的感謝與喜愛 Cheungri-la - My Home in Shanghai I am writing this letter with immense warmth and sincere gratitude in my heart to express my deepest thanks and appreciation to the entire team. This stay was particularly special to me. Thanks to your team’s outstanding service, exceptional flexibility, and thoughtful care, I ultimately decided to extend my stay and enjoyed a wonderful continuous experience. You fully understood my personal situation and went above and beyond to handle the extension and all related arrangements smoothly and effortlessly. When you learned that this was Alex’s first time in Shanghai, you also prepared several delightful surprises and incredibly heartwarming arrangements, making the time the two of us spent in Shanghai filled with warmth and unforgettable happiness. Beyond this stay, I would like to share a bigger picture. In the past 12 months, although the hotel sent out approximately 12 guest satisfaction survey emails, I only managed to complete 1–2 due to being extremely busy and my poor memory. If possible, I would gladly go back and rate every missed survey with a perfect 10 – Excellent in all categories. Whether counted as one overall stay or broken down night by night, my feedback would remain exactly the same. Since deciding during the 2022 COVID period to make Jing An Shangri-La my long-term home in Shanghai, I have now accumulated 1,108 nights here. Every single one of these nights has been memorable, remarkable, warm, comfortable, and truly exceptional — each one worth cherishing. Over these nearly four years of almost continuous stay totaling 1,108 days n nights, I have personally witnessed the continuous growth and elevation of your service standards. The team constantly challenges themselves to fulfil each guest’s true expectations as closely as possible. You not only meet needs with care, but also think ahead, proactively creating surprises. At your peak, you can even turn experiences that once existed only in imagination into beautiful reality. I must also specially mention the notoriously challenging “crazy week” every mid-May. Although this is not caused by any internal factors on the hotel’s side, the massive external capital and event influx completely transforms the atmosphere of the entire building, often leaving it feeling overwhelming and almost suffocating. Despite this extremely demanding environment, your team has always tried their absolute best to protect and maintain as much normalcy and comfort as possible for the guests. To every on-duty team member during these periods, I want to express my deepest respect and admiration. You are truly angels delivering heavenly service in incredibly challenging, almost “hellish” circumstances. My heartfelt salute to all of you! Finally, I wish to extend my warmest congratulations to the outstanding leadership and teams who make all this possible: • To Gregor and Libby • To Coco and John together with their entire Horizon team • To Marco and his entire dedicated Concierge team As the submission deadline is approaching again, I will stop here for now. I will supplement the remaining names and more detailed thanks in the next round. I am actually returning home in just a few days! I look forward to seeing everyone again very soon and continuing this beautiful relationship. “Home, Sweet Home” by John Howard Payne Mid pleasures and palaces though we may roam, Be it ever so humble, there’s no place like home; A charm from the sky seems to hallow us there, Which, seek through the world, is ne’er met with elsewhere. Home! Home! sweet, sweet Home! There’s no place like Home! With these immortal lines, I express my deepest affection for Jing An Shangri-La — my true home in Shanghai, to which my heart always returns with gratitude and joy"

"Dear Management Team, I am writing to express my severe dissatisfaction regarding the service and experience during my recent stay at the Jing An Shangri-La. On the evening of May 28th, I requested a quiet room from the front desk agent, Luke, during check-in. He did not acknowledge my request and insisted that the room assigned was satisfactory; I chose not to press the issue further at that time. However, upon checking into room, I discovered that the soundproofing was extremely poor. At approximately 5:00 AM on May 30th, the guests in the adjacent room began chatting loudly and watching TV. Even with earplugs, the noise was clearly audible. After half an hour of being unable to sleep, I called the front desk for assistance. About 15 minutes later, the noise persisted. It was only after I demanded that the Duty Manager resolve the issue immediately that I was finally offered a room change. By that time, it was past 6:00 AM; I was unable to return to sleep, resulting in a completely ruined night’s rest. Even more infuriating was my check-out experience. When I brought these issues to the attention of the front desk agent assisting me with my departure, her attitude was incredibly dismissive. She responded with, "We already resolved your problem," without offering a single word of apology. This attitude served only to escalate the situation. I was compelled to ask her, "Have you received any professional service training? Is this how you handle negative customer feedback?" If staff members with the lack of service standards and professionalism demonstrated by Luke and the checkout agent are considered fit for the front desk, the Jing An Shangri-La’s reputation will inevitably continue to decline, leading to a significant loss of loyal clientele."