Atour S Hotel Shanghai Hongqiao Tianshan Road

Staffs are terribly unfriendly and unhelpful.

Everything basically

一共住六晚，前台及各部門的服務態度都很好，環境乾淨整潔，居住環境不太吵鬧適合我怕吵的人

On the evening I checked in, there was a strong mouldy smell in the room. I reported it immediately but was told no other rooms were available. The hotel then sent two aromatherapy products to help with the odour. The next morning, I woke with headache, dizziness and a hoarse voice and immediately requested a room change. I was later moved to an upgraded room. As my symptoms continued, I attended the Emergency Department at Hospital that evening for assessment and treatment. When I requested a refund for the affected night and reasonable medical expenses, the hotel initially refused because the room had already been “consumed”. It later claimed that staff had not detected any mould smell. However, the hotel had provided aromatherapy products, another staff member told me the room “needed to be treated”, and I was ultimately moved to another room. After I contacted the police, attending officers also indicated that there was a noticeable odour in the room. Under Articles 7, 18 and 23 of China’s Consumer Rights Protection Law, consumers are entitled to services meeting basic safety and quality requirements, and hotel operators have a duty to safeguard guests. Public-place hygiene regulations also require hotels to maintain appropriate indoor air quality and hygiene standards. My request is simple: a refund for the affected first night and reimbursement of reasonable medical expenses. However, the hotel refused and no more response.

A further concern was how the hotel responded even after the police attended. The attending officers kindly suggested that, given what had happened and the fact that I was unwell, the hotel could consider providing some form of goodwill or additional assistance. The hotel did not agree. Instead, hotel staff told that because I had booked through Booking.com and paid only RMB 400+, while they claimed the room would normally cost around RMB 700–800, they could not offer anything further. I found this response particularly disappointing. The price I legitimately paid through Booking.com should have nothing to do with whether I am entitled to a clean, safe and satisfactory room. A discounted booking does not justify a room with a strong mouldy odour, nor should it mean that a guest receives less consideration when a genuine problem occurs. Even when the police encouraged the hotel to show some care towards me while I was unwell, the hotel declined to do so at the time. For me, this was no longer only about the original room issue, but also about how the hotel chose to handle a guest who had reported the problem immediately, became unwell, required medical treatment, and was simply asking for a reasonable resolution.

有消夜, 有免費自助洗衣, 有簡單的gym, 大廳有咖啡機

房間的排水很差, 尤其是洗手台, 刷個牙等排水要>2 min 洗澡蓮蓬頭很難用, 水溫也很難調整 沒有免治馬桶 (假的免治) 床邊櫃上面的圓燈, 會一直撞到頭 電視要載入很久 浴巾塑膠袋，很不環保

The room had a strong mouldy smell from the moment I checked in. A staff member who helped with my luggage also noticed the issue, and two aroma diffusers were sent to the room that evening. By the next morning, I was already feeling unwell and contacted reception immediately to request a room change. The staff member who assisted with the move also commented that the original room needed to be dealt with. However, when I later raised the issue formally, the hotel’s position suddenly changed. I was told that the two staff members had not noticed any mouldy smell at all, which was completely inconsistent with what had happened. The hotel then asked me to go to a major public hospital and obtain medical proof that my symptoms were caused by the hotel room. I cooperated and went to hospital while running a fever. COVID-19 and influenza A and B were ruled out, and my temperature was 37.7°C. I spent approximately three hours at the hospital that evening while unwell. Of course, a hospital doctor cannot reasonably certify that a fever was specifically caused by a hotel room, so the hotel was effectively asking for evidence that would be extremely difficult, if not impossible, to obtain. Although the hotel said someone would accompany me to hospital, I was still expected to pay all medical expenses myself. Because of the hotel’s inconsistent explanations and lack of meaningful action, I eventually contacted the police for assistance. Even the attending officer acknowledged that there was an unusual smell in the room. I also reported the matter to 12315. What disappointed me most was not only the condition of the room, but the way the matter was handled afterwards. Staff accounts changed, responsibility was repeatedly avoided, and I received no meaningful compensation, resolution, or even basic concern for my wellbeing.

Great breakfast good service nice rooms

Very stunning hotel, elegant, clean, with a look for every detail. Staff is very helpful even they don't speak english, but using translation devices and helping with every issues. The hotel is between Weining Road station and Loushangoan Road station. There are lots of restaurants and cafes and malls to visit around. Highly recommended it.

Great stay!The room was impeccably clean and well-maintained, which made me feel very comfortable right from check-in. The housekeeping team clearly pays close attention to detail. What really stood out was the warm and welcoming service. Every staff member I met was genuinely friendly and always ready to help with a smile – it made my stay feel personal and caring. A lovely bonus was experiencing authentic Chinese tea culture right in the hotel. They offered a traditional tea setup in the lobby, and the staff kindly explained the different teas and brewing methods. It was such a relaxing and eye-opening touch that added real local charm to my visit. Highly recommend this hotel for anyone looking for comfort, hospitality, and a taste of Chinese tradition!”

前台服务超级棒，酒店位置也很好，停车很方便，有充电桩，早餐很丰盛，中餐西餐种类非常齐全，床品特别舒服，一觉睡到自然醒，很棒的入住体验，体验超预期。

very good, very clean

-