The Kunlun Jing An

とても親切なスタッフさんばかりでとても良かったです(｡◕ ∀ ◕｡)

Kunlun Jing’an is our go-to hotel whenever we visit Shanghai. We live in Hangzhou and often travel to Shanghai, usually on weekends. Since moving to Hangzhou last year, we’ve always stayed at this hotel—it’s become our preferred choice because of the excellent service, comfortable rooms, and outstanding staff. Everyone, from the concierge to the hotel bar, room service, breakfast team, and front desk, has been helpful and professional. We’ve never had any issues during our stays—in fact, this was our fifth time staying here. However, during our recent stay on Friday night, for my husband’s weekend birthday celebration, we encountered some problems. We checked in late and went straight out for dinner. When we returned to our room, I stepped on a wet patch next to the bed. I was fairly certain it was urine, but we gave the hotel the benefit of the doubt, assuming it might just be water. We called the operator—who, I must say, was not the most helpful staff member we’ve encountered here. She sent two employees to inspect the wet spot, and they insisted it was only water. We offered to dry it ourselves with a hairdryer, so my husband tried. As soon as he began, a strong odor became apparent—it definitely smelled like urine. My husband pressed tissues onto the rug to check the liquid’s colour, and they turned yellow. We called the operator again, and she said someone would come to re-examine it. After waiting 15 minutes with no response, we called once more at 11:30 PM—I was exhausted by this point. My husband spoke to the same person, who assured us someone would arrive soon. Again, no one came. At 12:30 AM, my husband called again, now extremely frustrated. Finally, a staff member arrived and called someone on the phone what I assume was the hotel manager. To our disappointment, the manager asked an unreasonable question: “What time did you check in? Why didn’t you report this immediately?” My husband replied that we had entered the room at 7 PM, we were thinking why we would inspect every inch of the rug for wet patches? Eventually, they moved us to another room of the same type. After settling in, I took a shower and reached for the body lotion from the bathroom amenities—only to find it half-used. By then, I was at my limit and wanted to complain at the front desk, but it was already 1 AM, and I was too tired. We decided to sleep and address it in the morning. After breakfast, we spoke to a front desk staff member, who was very kind, apologetic, and helpful. She brought the manager, who also apologized and upgraded us to a beautiful suite. While we appreciated the gesture, this might be our last stay at this hotel. That said, the staff at Kunlun Jing’an are truly excellent—this experience was just an unfortunate exception.