Hidden Residence- No.5 on the Bund

The location was a real highlight during our 5 nights, from the 25 to 30 December. Subway lines 2, 7, and 14 are close by, and there’s plenty of good food nearby. The area has luxury malls, including the upscale West Nanjing Road retail district. Christmas markets brought a lively feel to the neighborhood, and JuLULU pub street was only a 10-minute walk away, with lots of dining and nightlife choices. The service and facilities didn’t feel up to five-star expectations. The front desk and concierge came across as cold and transactional, and they weren’t helpful when we asked questions. On our arrival on December 25, nobody from the concierge team was available to help with our multiple bags. That didn’t feel acceptable for a hotel of this standard, especially under the Accor brand. The lobby is large but poorly laid out, with very little seating or space to wait. The hotel also feels dated, with underused areas that need refurbishment. We decided not to eat at Takegawa Japanese restaurant because of a strong cigarette smell, which made the dining environment unpleasant regardless of the food quality.

The suite was amazing, with a nice view, and I liked the lounge. Everything was as expected, including the early check-in and late checkout. I didn’t like the bathroom design, though. Removing the door leaves zero privacy.

This place is clearly due for renovation. We had allergies in a room that smelled of cigarette smoke covered up with strong perfume. Rooms with a smoking history or exhaust problems shouldn’t be reassigned. Very disappointing for a 5-star hotel.

The Executive Suite was spacious and quiet, with a reasonable food selection. Breakfast on Level 2 had a good buffet, and service was generally good. The hotel is conveniently close to the metro and many local attractions. The hotel itself needs a major refurbishment. The Pinnacle Suite was spacious, with a bedroom, lounge, office table, and two separate toilets, but the decor felt very dated. The bathroom fittings needed better maintenance: the toilet wasn’t filling properly, and the taps were loose.