W Shanghai - The Bund

I am writing to lodge a formal complaint regarding my recent stay at your hotel. The room I received was completely inconsistent with the photos and description shown during my online booking. I specifically booked a red-themed twin room with a central Bund view, and I even informed the hotel in advance that I preferred a high floor. However, upon arrival, I was assigned a room on the 8th floor, with a yellow-themed design and an edge-side view. From this room, two-thirds of the view was blocked by buildings, and only a small portion of the river could be seen — and even that was only visible when standing close to the window. The Oriental Pearl Tower view was almost entirely hidden. When I raised this issue with the staff, they denied any discrepancy and claimed that the only twin rooms available were in the yellow design, which clearly contradicts the photos shown during booking. I paid extra to upgrade to a Bund view, and it is unacceptable that I was initially placed in a room with such a limited and obstructed view. Only after I became very firm with my complaint did the staff agree to change my room to a double room with the proper central Bund view. This entire process wasted over one hour of my time, involved unnecessary waiting, and demonstrated poor service handling, especially for a hotel that claims to be five-star.

I recently stayed at W Shanghai and had an excellent experience. At the front desk, Lily was extremely helpful and welcoming. She not only assisted me throughout the check-in process but also provided me with a complimentary room upgrade and arranged a late check-out, which made my stay even more enjoyable. Her professionalism and warm service truly elevated my overall experience.

awesome hotel and the view from our room was breath taking. though a bit far from nanjing street, the hotel amenities make up for it. we had an awesome time here.

Very cool designed hotel and love the design and indeed the stunning view of the Bund from the room. Had a long time deciding which hotel for bund views and definitely made a right choice! The breakfast was amazing- so many choices! Good quality. And the bar outside - wow again - great place to chill at night with the view. Also had dinner at Yen restaurant in the hotel - service is excellent and food is delicious. Happy that I could also order a cool cocktail collaboration they had with another cool place in Shanghai. Anyway shows W’s commitment to good design and lifestyle. Location of the hotel is great - short easy walk to the Bund and in the lovely - more chill neighbourhood of HongKou. Just next to mall with everything. Great stay! And yes love the very cute XLB and chopsticks plush in the room. Couldn’t stop admiring them :)

What a luxurious stay! The bed was ginormous and comfortable, the service was top notch, the pool with a view of the Bund is unbeatable, plus they have live music in one of their bars from 9:30-12:15 so getting in on a late flight still made it fun. Also close to the line 12 metro. Definitely recommend!

Everything is good, view is nice but the window is dirty. Can’t take nice photo because can see how dirty is the window…