Rezen Select Shanghai International Resort Chuansha Metro Station Hotel

During our eight-night family stay, I booked three rooms, and the problems began with my parents' room. Its broken air conditioner made it unbearably hot at night. I told the staff, and they moved my parents, but the second room had a serious bug problem and a moldy bathroom, so we requested another change. I showed staff photos of the bugs. When we moved, one employee even watched me check every corner of the new room with my phone flashlight to make sure there were no more. The next day, the AC in my room stopped working too. My parents had already changed rooms twice, so I felt bad asking again. When staff offered a fan, I accepted, but after three nights in extreme heat with a loud fan, we started finding bugs in that room as well. I finally asked to move, and the staff did so right away. During the stay, the staff members were kind, polite, and responsive. We used a translation app to communicate, so all our conversations were saved, including my reports about the bugs. The worst of it came after I got back to Vietnam. The bugs came home with us and infested my apartment. I've had to wash all the bedding and clothes and vacuum and clean the whole place repeatedly. I'm still finding bugs, including immature ones, so they may already have laid eggs. For the past two nights I've barely slept, feeling itchy and paranoid and worrying about being bitten or finding bugs crawling on me. What disappointed me most was the hotel's response after we returned, not just the room problems. When I contacted them to explain what happened, they denied that I'd reported bugs during our stay, despite the saved translation app conversations and timestamped photos I still have as evidence. They suggested I might have picked them up in a taxi or at the airport. That felt incredibly irresponsible and dishonest toward a guest who trusted them with a long family booking. The hotel staff had been genuinely friendly and tried to resolve things quickly while we were there, and I'm not trying to attack them personally. But management's refusal to acknowledge the issue completely changed my view of the hotel. One more thing for future guests: I booked this hotel because it's next to East Nanjing Road Station, but that station entrance wasn't operating for most of our stay, possibly because of the holiday period. Our family had to walk over 1 km every day to People’s Square Station instead. That's not the hotel's fault, but travelers may want to consider it. After a vacation, you should be able to return home refreshed and get back to normal life. I came back stressed and exhausted, facing sleepless nights and a bug infestation, then the hotel denied what I'd reported.