I originally reserved a room for 8 days but due to a change in plans I needed to check out after only 6 nights. I notified the hotel on day 5 that I would like to check out after 6 nights (more than 24 hours notice). I was informed that I would be charged for the entire stay (all 8 nights).
Dear Mr West, Thank you for choosing the Pullman Shanghai South. We understand you have an issue with our room booking cancellation policy, please allow me to apologize for the inconvenience caused. Kindly be advised you made a booking at our hotel, which you would have be able to change at any time, been a Flexible Rate. We understand you choose to cancel this first booking and book a second time through a third party on a discounted rate with the restriction condition of no change, no cancellation and full pre-payment. Thus, we had to kindly decline your request when you reached out our receptionist to cancel this second booking. We have always our ‘Flexible Rate’ available (first booking you made), which allow you to have cancel booking included full refund. It is a safe option when you are travelling and plan can change. Please do not hesitate to book through our all.accor.com website. We have a best rate guarantee policy. If you wish to come back to the Pullman Shanghai South, please do not hesitate to contact me directly and I will personally assist you with your booking. Thank you for your feedback and we wish to welcome you back in the future. Best regards, Stephan Leroy General Manager Pullman Shanghai South Email address: H7564-GM@accor.com
I really enjoyed this stay in Pullman Shanghai South. I felt warm welcome. Everybody was here to make me this stay very nice far from home. The room is very comfortable and clean. Being gold member of All program, I had a special attention (fruits were waiting for me) and I really appreciated it. Thank you very much. See you next time.
Dear yannickm652 , We very much appreciate your comments regarding your recent stay at Pullman Shanghai South. I am glad to hear that you are happy with the hotel's location and service, which are often mentioned by our guests, as a part of their satisfaction. Exceeding guest expectation is what we always strive for every day, and I am delighted to know that our staff were able to provide you with hospitality. I will share your feedback with the staff and I am sure that this will serve as an encouragement to them to continuously improve the quality of our services. Thank you again for sharing your experience and we sincerely look forward to your next visit to Pullman Shanghai South. Sincerely, Stephan Leroy Hotel Manager Pullman Shanghai South