This is a strange place to review as there are some highs and some lows. I think if the room rate wasn't on the high side and if the hotel wasn't billed as a 5-star hotel, it would have got an average rating.
First the good.
Check-in was smooth and the reception team very helpful.
The room was well appointed (if a little dated) and comfortable.
The swimming pool was nice, as was the sandy area around it. My little boy loved it. There was a fountain area though that was still accessible to guests but which looked derelict.
The breakfast buffet had enough choice for a good breakfast.
Pizzas were pretty good which is a good job as there isn't much else.
OK, now not so good.
The F&B offer of this hotel is a disaster. On the first night, we went to the all-day restaurant and were told that most of the menu was not available. This included fried rice and noodles in a Chinese hotel in Shanghai. Also told french fries not available. When challenged the staff member told us it was because this was a very busy time for the restaurant. It was less than a 3rd full at 5.30pm on a Saturday evening.
The food that was available was poor and overpriced. For the rest of our stay, we either ate at a nearby mall or ordered in from Ele.me. We found that lots of people were having takeaway delivered to the hotel. In itself this isn't a bad thing but not at a '5-star' resort.
The Japanese restaurant was closed for the entire time of our stay.
There is no tea and coffee making facility in the room and the hotel charged almost 60RMB for a small cup of black coffee in the lobby.
If you want to use the kids' soft play area there is an additional charge of almost 200RMB for 2 hours.
Most of the TV channels in the room didn't work.
Smoking. Despite being on a supposedly 'no smoking' floor, there were several rooms close to ours that had their door wide open and people smoking in the room. Twice at breakfast, there was a table of guys staying at the hotel for a conference who were smoking away (sat under a no smoking sign!) at their table. Not one member of staff approached them about this. Again, this happens when you travel around China but is not expected at a '5-star' resort hotel in Shanghai.
Overall we left disappointed. Had a great time playing in the pool and in the sand with my son but sad about the lack of dining experience and some of the details you expect a hotel at this level to get right.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Wu Elain, 客户服务/前台 at Sofitel Shanghai Sheshan Oriental
Responded 31 Jul 2020
Dear guest, Thank you very much for taking the time to share with us the feedback about your recent stay at Sofitel Shanghai Sheshan Oriental. We read with concern that your experience was rather a disappointment. I have shared your feedback with our concerned department heads, and you can rest assured that all the points you raised have been carefully noted. Please do accept our sincerest apologies for the inconvenience caused. Whilst I realize there's nothing we can do to change the past, it is very important to us to restore your trust and confidence. I sincerely hope you would give us the opportunity to welcome you back and better serve you in a more typical and usual high standards that we are proud of. Once again, thank you for your feedback, which we value greatly. Sincerely, Elain Wu Guest Experience Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC