My boyfriend and I booked a night at the hotel a while back for a romantic evening, however, the whole experience was more than sub-par. As designers, we were first attracted to the hotel for its great design but looking back we could've just went there for dinner and saved ourselves a ton of money.
First things first, when we arrived at check-in time our room was not available still and we had to wait for more than 30 minutes at the bar (they gave us 2 glasses of orange juice and this was the nicest service we received during our ENTIRE stay). Silly us realized at check-in that we both forgot our credit card so we had to pay for the room upfront which was not a problem for us but which also meant if we wanted any room service we'd have to pay each time which still wasn't a problem for us. We were excited to stay at the water house after hearing about it. When we got to our room, the design was nice but not as interesting as the rest of the hotel...still nice. Everything went downhill when we found out they had a private event at the hotel that night therefore the restaurant and the rooftop bar were closed!!! Literally the only amenities the hotel offered were closed! So we decided to order room service and when the staff came with our food (she was in a manager-like uniform) we informed her that we needed to go ahead and pay since we paid for the room upfront. Upon hearing this, she ROLLS HER EYES and let's out a impatient "UGH" and proceeded to mutter "YOU MUST BE KIDDING." We were SHOCKED at the least by her behavior and extremely offended. We then informed her we needed one more set of utensils which earned us one more eye-roll and only to have them brought up by a different staff member later.
The best part came after we took a stroll around the bund and tried to return to our hotel. By this point the private event had already started and there were several "security" staff outside the main entrance. We walked up to the door (to the hotel we had PAID for) but were literally cut off at the entrance by the security people who demanded we go to a different entrance for the event. In disbelief I told them we were staying at the hotel and instead of apologizing they DEMANDED again we show them proof. I was utterly beyond words by this point and just wanted to get to my room and get it over with. By the end of the night we were both wondering why we had decided to pay to be treated like beggars on the side of the road!
I realize that nowadays boutique hotels are trendy, however, that unfortunately also results in the staffs having an extremely arrogant attitude. Waterhouse is perfect example of that where they failed to understand the main function of a hotel and their staffs obviously had zero understanding of hospitality.
Writing this just reminded me again of how rudely we were treated. Never again to this place. There are better hotels in Shanghai by the handful.
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- Also Known As:
- The Waterhouse At South Bund Hotel Shanghai