Fairmont Peace Hotel 5 stars

We had a lovely stay overall but had one experience that spoiled the impression. The concierge recommended a hair salon to me when I told them I wanted to go somewhere reasonably priced for a wash and blow dry. The salon gave me the price of 158 CNY. While there, they suggested what I thought was a simple conditioner product for. 48 cny. I could not speak Chinese and they just pointed to the sign that had 48 next to the bottle. They then suggested a head and neck massage which I said no to 3 times. They did speak some English and never clarified the price of the conditioner. They just said it would be 10 minutes. They then applied the product which seemed like a big deal with extra help. It seemed like they were doing color and I said “no color. It seems too much.” They started the head massage and I said no —and the neck massage. I said no. When my daughter came to meet me and pay, the bill was 1800 CNY!!!! 850% higher than what was agreed to. When we said I did not agree to this price they argued with us. They did reduce it to 1150 CNY at which point we paid and left because we did not know what else to do. They clearly took advantage of a guest visitor to China who did not speak English. Stevie and Justin at Concierge desk called the salon and they helped us get an additional refund. We were very grateful for this. However, I still paid much much more than expected without my agreement. This was way beyond an acceptable business practice. While I truly appreciated Stevie and Justin’s help, after thinking about it, we thought the Fairmont should have acknowledged their part in recommending such an establishment. This business really treated a Fairmont guest poorly and we would have appreciated more of an apology for this. We understand the hotel can not control all recommendations but this was way beyond a simple misunderstanding. No business should charge any guest 850% more than they agree to. It is just not right. We also hope you warn your guests about this possible up-charging practice. If I had been warned, I would have been prepared. Thank you for the rest of a lovely stay—spa, tea, breakfast were all fabulous.

A stay like dive in a movie

It was too short a stay to comment much but I would have rated it extremely satisfying if the staff have remembered my request. During the time of booking, I have mentioned that I was there with my family to celebrate my family member's birthday. I believed a cake was promised but it was overlooked. I have booked myself and my family on the executive floors. It would have been great if staff on executive levels are more observant.

This is my second time staying. The room was comfortable and beautiful. The service was exceptional. We had thanksgiving dinner in the Cathay room, and it was absolutely perfect.

Excellent room, prompt service, nothing missing. Very much appreciated.

We felt really well taken care of. The staff were great and helped us a lot. One of the bellboys saved my phone from a taxi when I had dropped it there... and your concierge Lily was very helpful in helping me shop for Chinese spices. Overall a great experience.

From arrival at Fairmont Peace Hotel we felt welcomed and at ease with staff and surroundings. All staff in the hotel were very friendly and helpful particularly in the Gold Lounge. Harrison Mott was extremely helpful and provided assistance when we required medical attention after an accident on an outside coach tour. Would definitely recommend this hotel to anyone visiting Shanghai. Amazing bar on rooftop with spectacular views of the skyline.

Room is excellent ! In service dining, great ! Concierge, kind and helpful Front Desk : Does not know what customer service means. Just here to cash out ! Unbelievable behavior for such a place ! Check-in : Arriving at 13h15 with my family from Tokyo, I m being told that I cannot check in because room is not ready. No backup solution except keeping my luggage. Seriously ? Check-out : I want to use this feedback opportunity to strongly complain about the way this hotel is not caring about its customer : I came to Shanghai with my wife for the Marathon. During the race my wife was injured and I add to spend several hours in hospital emergency room with her. When I came back to the hotel I was late for the check out. The staff did not care at all what happened to me and just gave me an extra hour to pack my thing and go otherwise they would charge an extra night. Seriously how does this hotel trains its staff to behave like this ?

Everyone at the Club Lounge was wonderful, eager to help, warm and welcoming. Some of the staff are not too fluent in English, with the exception of Eileen Qiu who spoke excellent English and Chinese.

For my money, this is the best hotel in Shanghai. The location, service, style/appearance, and quality of the overall experience are all world-class. The concierge and guest relations team were unbelievably helpful in assisting me in arranging all sorts of last-minute and complicated logistical arrangements. Also, the spa provides a wonderfully relaxing massage which helped me contain my jet lag. And those ageless jazz musicians are still performing impeccably every night in the lobby bar, which I enjoyed while drinking several handcrafted cocktails...

It was nice to stay in a Hotel with so much history, but probably won't stay there again. I will choose another hotel that allows airline miles and has more up to date facilities.

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This is the 2md time I stay here. Earlier due to certain I cancelled the booking but rebooking in next next day. It was a quick reply.

You need to improve the taxi service for guests. Your doormen were hopeless. The hotel has a beautiful porte cochere that you do not use. You should have taxis waiting there for guests to use. We would happily pay the driver a bit extra for this service.

Just wonderful from the very beginning until the end and delivery to the airport