Dear stephanie, Thank you for your feedback. However we are sorry for what has happened about the delayed service. In order to improve our service quality and provide you better experience in the future, we have done a thorough investigation. The Caprese Salad and Delicatessen Plate was indeed delayed due the some internal reasons, we will make improvement accordingly. However as we are committed to provide the ultimate guest experience. When it happened, we decided immediately to recover the unexpected situation by waiving charges of the French wine you ordered that worth 438.00 CNY and complimentary buffet breakfast for 2 persons worth 396.00 CNY as courtesy. We understand waiving the wine charges and offering 2 breakfasts can not compare to the experience you had. However we really like to do everything we can to make it up to you. Dear stephanie, please note that guest experience and satisfaction is our core to our hotel success, we have high standards and team commitment to ensure the service delivery. The experience you mentioned was an exceptional case, it does not represent our true level of service. We sincerely invite you to come back again, and I'd like to look after your stay personally. Please email me directly if you require any further assistance. Regards, View Li Director of Guest Experience Sofitel Shanghai Hongqiao

Dear Guest, Thank you for staying with us and letting us know your valuable feedback. We apologize that the stay did not meet your expectation. Please rest assure that the guest experience and satisfaction is always our first priority, and we will take necessary actions to improve our service. We kindly invite you to return to our hotel and I will be very happy to look after your stay personally. View Li Director of Guest Experience Sofitel Shanghai Hongqiao

Bonjour, Thank you for your recent stay and we are sorry to hear that you did not enjoy your experience. Unfortunately, as nothing was mentioned, we are unable to determine the reason your experience was poor. Please contact us directly for further assistance. Warm regards, Peter Vricella Director of Guest Experience Sofitel Shanghai Hongqiao

Bonjour and thank you for your feedback. We're happy that everything worked our for you and that you found our staff to be great. I would also like to help you get the issue with our spa resolved but unfortunately do not know any of the details. Please feel free to contact us directly through Expedia for further assistance. Warm regards, Peter Vricella Director of Guest Experience Sofitel Shanghai Hongqiao

Bonjour, Thank you for your feedback and we are sorry that you did not enjoy your experience. As mentioned on previous feedback you have provided, we would like to speak with you directly regarding this matter. Thank you, Peter Vricella Director of Guest Experience Sofitel Shanghai Hongqiao