Sofitel Shanghai North Bund

Cissy’s help made everything run smoothly, and Jerry from the concierge team was thoughtful enough to give us a meal voucher for Xin Jing Xi. The service really stood out. Breakfast was great too, with plenty of options and a dedicated barista making fresh coffee just the way we liked it. The hotel feels new, is beautifully maintained, and has a sophisticated, classy atmosphere. We were very pleased to get a complimentary upgrade. A superb stay at this Sofitel.

My main reason for choosing this hotel over other Accor options was the Executive Lounge, and I was very disappointed to find it out of service. There had been no advance notice in the Accor app or on the website, and there was no alternative benefit or compensation. At check-in, my Accor perks weren’t recognized until I asked. They then called it an upgrade, but it was just the same room type on a higher floor. The approach felt unusually frugal for Sofitel. Afternoon tea for Platinum members, bubble bath foam for suites, and minibar drinks, all complimentary at other Sofitel properties, were charged here. That took away from the value and luxury feel. Breakfast choices were limited and didn’t feel premium, and the location isn’t ideal. Other Accor hotels closer to Nanjing Road may suit guests better. Management interactions didn’t reassure me. The General Manager seemed noticeably absent, and Front Office Manager Rosiah wasn’t helpful with guest concerns. Jerry at the Concierge was the one bright spot, with professional service. The property fell well short of the Sofitel standards I’ve seen elsewhere, and I wouldn’t choose it again.

The staff often seemed untrained and dismissive, and the infrastructure felt unreliable despite being described as newly renovated. During my four nights, several things went wrong. One night there was no hot water because of boiler issues. Staff downplayed it and said the water was “not up to my standards.” I had to push them to test other rooms before I could get a proper shower. The lift broke down on the breakfast floor, leaving guests stuck without staff help. The bathroom lights flickered after a technician tried to fix them. At first they refused to move me because the hotel was “full.” The first room offered was smaller and smelled of smoke, as if I was being punished for asking to change rooms over faulty lights. The hairdryer also didn’t work, and the technician insisted that was “normal” until I challenged him. This was my worst hotel stay ever.

The room was comfortable and the pillows were good. Staff service was good too. Breakfast buffet was decent. The toilet and shower are separate, and there’s a convenience store and Starbucks right next to the hotel.