Atour Hotel Shanghai Xintiandi Metro Station

The room was quite small, but the service made this a place I’d recommend. The receptionist, a woman I believe was on the night shift, was friendly and very helpful. She patiently answered our questions and gladly helped us sort out problems with our flight. I had an excellent experience here.

Here’s my review after it was deleted from Trip.com: I’ve never felt so traumatized by a hotel. The lack of empathy at Atour Xintiandi, including in customer service, was shocking and made me feel they were taking advantage of customers like me. A system error affected my booking, and they refused to refund me despite clear evidence of the error. They kept all my money even though I never set foot in the hotel. I wouldn’t recommend it to anyone unless they put this right.

There are two subway lines near the hotel. Turn left and it’s about a three-minute walk to a station, with access to Xitianti shopping district. Turn right and there’s another station about ten minutes away, plus a shopping mall. Breakfast was the same every day. One downside is that anyone can enter the lobby, even if they aren’t a guest.

I asked to cancel one part of a double booking before the cancellation deadline and even provided proof of the duplicate reservation. The hotel still initiated a cancellation and refused to help me sort it out. They showed no compassion.