Jen Beijing by Shangri-La

I recently stayed at this hotel and a surprising sequence of oversights left me disappointed. Upon arrival I noticed a toenail on the floor, which felt like a breach of the 5-star standard I expected. The reception sent someone promptly, and the cleaning manager was genuinely apologetic, offering to either have the room cleaned again or move to a different room. We opted to switch rooms, and we were told a new room would be ready in about an hour with our luggage moved. Approximately 90 minutes passed with no update. When I inquired again, I was told the new room was still not ready. The front desk staff member’s attitude was unhelpful and at times rude, which only compounded the frustration. After a tense exchange, a new room key was finally provided. However, the promised luggage assistance did not materialize; the accompanying staff member simply walked with us back and forth between rooms without actually moving any items. Overall, while the cleaning manager showed empathy and proper protocol, the delays, inconsistent communication, and poor front-desk service significantly affected the experience. I hope the hotel reinforces clearer procedures for room changes and luggage handling, and maintains a consistently courteous tone across all staff. If you’d like, I can tailor this to a specific platform or adjust the tone further. Besides this, the gym - Train Yard that is attached to the hotel is 10/10. One of the best gyms I’ve been to in China with amazing amenities.