Ratings based on 528 Verified Reviews

4.5 out of 5
90% of guests recommend
4.6 Room cleanliness
4.3 Service & staff
4.6 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler

This place sucks

Posted Aug 24, 2017
Pros: Nothing
Cons: Everything
Location: I was just glad to be out of this terrible hotel.
Title says it all, but this place really suck and I would never recommend this hotel to anyone.
Comment from Hotel Management
Aug 28, 2017 by 公关经理, Hotel Management
Dear Guest, thank you for your valuable comments. We sincerely apologize for the unpleasant experience you had. We would very much like to connect with you directly to further understand your experience. If you can kindly let us know of your contact details, that would be most appreciated.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 21, 2017
Recommend the great view from the top floor bar. Concierge and staff very helpful and facilities as you would expect in a 5 star hotel
Comment from Hotel Management
Aug 25, 2017 by PR Manager, Hotel Management
Your satisfaction is the best compliments for us. Thank you for your nice comment again, which encourages our staff to consistently do our best for our valuable guests. We look forward to an opportunity to welcoming you back to us in the near future.
3 out of 5
by A verified traveler from CR

A lot of people in this hotel

Posted Jul 24, 2017
Not to many places to eat near by. No foot massage near A lot of people eating in the buffet, not very clean
Comment from Hotel Management
Jul 27, 2017 by PR Coordinator, Hotel Management
Dear Guest, thank you for having taken a moment to share your experience with us. We appreciate your thoughtful comments, however we regret that your experience was not a perfect one. And we shall continue to strive to even further improve our services and attentions to our customers. We look forward to an opportunity of welcoming you back to Grand Kempinski Hotel Shanghai.
5 out of 5
Recommended
for Everyone
by A verified traveler

Great location

Posted Jul 9, 2017
Pros: The environment and service.
Cons: Only Carpet need to be washed to changed.
It was great to stay at this hotel. from the location, service to room clean.
Comment from Hotel Management
Jul 14, 2017 by PR Coordinator, Hotel Management
Your patronage and support is most appreciated and we sincerely hope that you will consider giving us the opportunity to talk with you and welcome you back to Grand Kempinski Hotel Shanghai and offer you the high service quality experience we have become known for.
5 out of 5
Recommended
for Business Travelers
by A verified traveler from Cardiff UK

Improving All the Time

Posted Jun 24, 2017
Pros: Rooms are big and comfortable with great views of the river and the Bund. Location is very convenient. Prices are reasonable for the hotel's quality
Cons: Some of the housekeeping staff don't always understand English which can make life a little difficult, but main reception and concierge staff great
Location: Great location close to subway, restaurants and shops.
This is my regular place to stay on my business trips to Shanghai. The rooms are lovely - ask for a river view if you can. Sometimes the staff's understanding of English could be better, but they are trying really hard to improve. The location is great - just 5 - 10 minutes walk from subway (Line 2), decent restaurants both Chinese and European and good shopping at SuperBrand Mall.
Comment from Hotel Management
Jun 28, 2017 by pr coordinator, Hotel Management
Dear guests, please receive from the Grand Kempinski Hotel Shanghai sincere greetings! Thank you very much of your precious time to fill out the questionnaire! Thank you for choosing Grand Kempinski Hotel Shanghai as your base in Shanghai and our hotel propose you pertinent and constructive comments. My team and I have shared your feedback, we will continue to enhance and improve our services. For the inconvenience during your stay, please accept our sincere apologies. Please allow me on behalf of my team once again thank you for your trust in us.
3 out of 5
by Kevin

Unfortunate room location.

Posted Jun 14, 2017 on Hotels
My room was near some sort of machinery room that created a loud thump throughout the night and resulted in very little sleep. Alerted the hotel staff to said issue but received no alternative room or solution. Location is good, close to Bund.
Comment from Hotel Management
Jun 22, 2017 by PR Manager, Hotel Management
Dear Guest, greetings from Grand Kempinski Hotel Shanghai. Thank you for taking the time to write the precious comment and we apologized for any inconvenience and have already reported the issues you mentioned to our management group who quite paid attention. We will try our best to improve our service constantly and hope we can provide good experience in your next trip to Shanghai.
4 out of 5
by A verified traveler

Posted May 29, 2017 on Hotels
Comment from Hotel Management
Jun 9, 2017 by PR Manager, Hotel Management
Thank you for your nice comment again, which encourages our staff to consistently do our best for our valuable guests. Please feel free to contact me if I can be of any assistance in the future.
1 out of 5
by A verified traveler

DO NOT leave your credit card for large deposits!!

Posted May 24, 2017
I literally am notified about my experience with this hotel - I was asked to leave a deposit which is normal ( a hold on a credit card ) for your stay and when you check out it is settled , you pay your actual hotel bill and the rest is released. Well this hotel insisted they needed to actually charge me the deposit and then will refund me 7 business days later. I didn't see this as an issue so I went ahead. It has now been 31 days since I checked out of the hotel and they owe me a refund of over $500 CAD which they have not done. I had to call Expedia to help me get a manager on the phone at their hotel whom promised me it would be settled shortly and that was 15 days ago. They actually keep blaming my bank and not themselves. I have now had to launch a formal investigation with my credit card company. I write the hotel every other day by email, it has been 13 days since they responded. I have been traveling to China for over 8 years and never had such an experience with a hotel.
Comment from Hotel Management
Jun 22, 2017 by pr coordinator, Hotel Management
Dear Guest, please accept my sincere apologies for your very disappointing experience of Grand Kempinski Hotel Shanghai during your recent stay. Rest assured that this feedback has been shared with the hotel’s leadership team and actions will be taken to address these shortcomings. Please allow me to address your disappointments individually. The first point you’ve addressed, my sincere apologies to the miscommunication. Our style of service is to engage and welcome, the hanged up is absolutely inappropriate coming from our team. I have shared your comments with the concern manager immediately; actions will be taken on amending our attention to service. The second point you’ve addressed, our team has been trained with responsive and prompt execution to guest needs. Going forward, I will have an internal discussion with all my operation teams in terms of acknowledging the guest upon the time of arrival of the breakfast hours, and in terms of other problems you have encounter while staying with us. To your third point, I am sorry your first experience with Grand Kempinski Hotel Shanghai was left with such bitterness. To your last point, we apologize for not making aware the surcharge on purchasing the train tickets. It is absolutely our responsibility to make guests aware and clarify of any additional charges should apply. Again, I apologize for the experience you have gone through while staying with us. We will continue to focus on driving high guest satisfactions. Please allow me to invite you back for another stay in the future.
4 out of 5
Recommended
for Everyone
by A verified traveler from Japan

Nice property and great for business

Posted May 21, 2017
Nice property. The rooms are quite large, comfortable and clean. A very good hotel for the business traveler. On the downside - the staff need better training with customer service..If this aspect of the hotel was improved this hotel would truly be a 5 star experience.
Comment from Hotel Management
May 24, 2017 by pr coordinator, Hotel Management
Dear Guests, please receive from the Grand Kempinski Hotel Shanghai sincere greetings! Thank you for choosing Grand Kempinski Hotel Shanghai as a Shanghai base as well as you think of our hotel's pertinent and constructive comments. I have and my team to share your feedback, we will continue to enhance and improve our services. For during your stay inconvenience, please accept our sincere apologies. Please allow me on behalf of my team once again thank you for your trust in us.
5 out of 5
by Louis

Stay at Kempinski

Posted May 18, 2017 on Hotels
I had reviewed this before, pls check. Anyway, the stay at Kempinski was quite disappointed because of the first night experience. My Boss and myself went for the business trip and booked the king size bed. During the check-in, the reception informed that our booking is either king or double bed. I told them we specifically selected king size bed room but they insist otherwise. Eventually I checked the booking and showed them the booking slip which indicated king size bed, they told me the king size bed had been fully taken. They switched for us the second night. I thought it was quite a disappointed experience especially I'm travelling with my senior.
Comment from Hotel Management
May 19, 2017 by PR Manager, Hotel Management
Dear Guest, sincere greetings from Grand Kempinski Hotel Shanghai. Thank you for taking your precious time to write the comment. Please accept our most sincere apologies for the inconvenience occurred to you. We will continue to enhance and improve our services. Your feedback is valuable for our improvement. We look forward to welcoming you back to Grand Kempinski Hotel Shanghai and witness our perfect!