Radisson Collection Hotel, Hyland Shanghai

Extremely disappointing experience for an international 4-star hotel. We stayed 11 nights in an Executive Suite with our 10-month-old baby. From arrival, the service was surprisingly poor. Reception offered virtually no greeting or warmth. On one occasion, I asked the concierge about a delivery while he was watching a video on his phone and was simply told “自己去找” — find it myself. At checkout, the bell staff collected our luggage, knocked it against the wall and continued walking without acknowledging it or apologising. What makes this especially disappointing is that basic hospitality seemed so inconsistent. We regularly encountered staff who barely acknowledged guests, yet the Level 22 housekeeping team were fantastic. They smiled, greeted our family every morning and made us feel genuinely welcome. Several Mosaic restaurant staff were excellent too. Perhaps management should study why the housekeeping team can provide such warm hospitality while some frontline staff cannot manage a simple greeting. As a Radisson premium member who specifically booked an Executive Suite for our first overseas holiday with our baby, I deeply regret choosing this hotel. The location is excellent, but service matters. I wasn’t expecting extraordinary luxury. I was expecting basic hospitality.

Stayed here with family for 3 nights. Great location and the concierge staff were friendly and helpful. Unfortunately, that’s where the positives end. The rooms are very outdated and could definitely use a refresh. The reception isn’t on the ground floor, so it’s easier to book a Didi outside or across the road from the hotel. The breakfast buffet was average and can get very busy during peak times. Overall, the location is great and that's what you're paying for but the hotel itself needs some updating.

Centrally located along Nanjing Lu with lots of food and shopping options nearby. Also close by train station to easily access rest of the city. Housekeeping could be improved as I felt room was a bit dusty during check in.

our stay at this hotel was a waste of memory. in a nutshell below, it was more of a nightmare. we have gathered a few pros and many cons for this stay. PROs: 1) starting Toilet - tonney hair dryer collection was a breeze; light, handy and powerful. every hotel should own one of these. 2) free gifts on 2nd day: bear, chips and wine. (China is very good at keeping up with its chips ways) 3) MVP service staff: remembered one, her name is ECHO and she ran after the lost driver in order for me to be safely sent to the airport on my last day. thank you, Echo. CONs: Toilet: 1) rainfall shower; absolute fail. on the first night we arrived, there was some glue or cement stuck to the knob, we could not even release to turn on the showers and had to use a handheld one like HDB handicapped. 2) tarnish/blemish spots & stains all over the sink after housekeeping one day. cleaner did not do a thorough job. 3) dust all over pillow on the first day of check-in. it was later replaced but this speaks of the hotel's cleanliness standards 4) free lounge access token card was taken away by the housekeeper while cleaning and there were inconsistencies in the replenishment of water and coffee 5) one night where we tried to call for housekeeping support (around 8plus pm), no one answered the phone. we then called the concierge and no one picked up as well. to their defense, the hotel manager said that it was a peak period and they were really busy. we then went downstairs to check if we could get anyone's help but there was nobody at the counter except for one guy looking nonchalant and dismissive. he was also trying to avoid our eye contact. Photos are attached in our reviews. We certainly did not make up any of this content. Except for the free bear which we suspected was implanted with EyeRIS technology and used to spy on us in our room through its eyeballs. Of course, we had to face it down and discard it immediately. Videos are also available upon request (we are unable to upload due to Google's rigid guidelines of certain formatting and duration of 30s.) Although the hotel manager has given us a promotional rate after the feedback, we had suffered a lot during the stay. Due to the anxiety caused, I lost 2 kgs during my holiday. It also did not help that the free coffee she offered was extremely acidic. her complimentary apologetic pastries were very rough and dry too. Manager XX name card did not include any email which I could use to contact the hotel. We will definitely not recommend this hotel to anyone to stay. What's the name of this place again?