"My friend and I visited Ningbo to watch a movie, and it was my first time staying at a Shangri-La property. We booked a room with Horizon Club access (executive lounge), and I have a few honest remarks for everyone's reference:
1. Service: Before check-in, no concierge contacted me regarding my needs, which was quite surprising. Other hotels in Ningbo of a similar price range that I've stayed at, like the Sheraton and Hilton, always contact guests in advance. Even after checking in, there was no WeChat contact from a concierge. To request room service, I had to either scan a QR code on the table or make a phone call.
2. Check-in: Since no one contacted me beforehand, I had noted my check-in preferences in advance, hoping for a room upgrade if available. In the past, on Ctrip, there were two scenarios: either the hotel would reply saying an upgrade depends on same-day availability, or they would confirm the upgrade. This time, I received a confirmation that the upgrade was arranged. However, upon check-in, it wasn't mentioned, and the room assigned had a musty smell with a locked window that couldn't be opened for ventilation. My happy expectations quickly soured. I think it's better to just say upgrades depend on availability rather than making a promise and not delivering; it's truly astounding.
3. Package: The package included K11 consumption vouchers, but again, no one informed me how to use them. I eventually had to go down to the front desk to ask. Moreover, they couldn't be collected at the hotel; I had to go to the mall. Once there, I was told that tickets for tomorrow's movie could only be booked on the same day, making my trip a complete waste of time. It was truly awful.
4. Horizon Club: The Horizon Club was the only highlight of this stay. The ladies at the lounge were all smiling and attentive, and the view was excellent. Happy hour was incredibly rich and filling, the best I've experienced in so many luxury hotels over the past two years. Breakfast was also very good, with all the expected food categories available.
To sum it up: If you're coming for the food and scenery, go for it. Otherwise, I'd say skip it. And it's best to book a room with Horizon Club access, or you might experience poor service like I did this time. What's even more ridiculous is that while I enjoyed good service at the Horizon Club, my friend, who isn't a Shangri-La member, was pressured into applying for a membership card. It's truly a bittersweet moment. Given this attitude, they might as well set up a proper concierge service."