Toy Story Hotel

Minus 1 star down to 3 because of the horrible check in process. Checked in on an off peak day (week day and not a school or public holiday), and that took more than 45 minutes not quing, but at the counter itself while the staff struggled with their computer system. After all that time little to no information was given or properly communicated to us. Like how to reach the rooms (as there’s 2 lifts to different wings) and which floor it is on (if you’re new to hotels in China, there’s an extra digit in-front of your room number therefore room 12xxx is on the 2nd floor not 12th floor). No help on adding tickets to their app or redirection to a ticketing counter also that other region’s Disney hotels regularly offer. Room is on the smaller side vs other region’s Disney hotels. Amenities are given in a bag upfront rather than stocked in the room. On site Disney shop while compact is well stocked. Kids club is great. There are games in the lobby for kids and staff assisting. Woody and Buzz made an appearance once in the late afternoon in the lobby for photos.

One of the most disappointing hotel experiences I have ever had. The biggest problem was not the room, the facilities, or even the price. It was the attitude of the staff. For a hotel that is supposed to be designed around children, families and the magic of Disney, the level of warmth and friendliness from many of the employees was shocking. On multiple occasions, staff appeared visibly irritated, impatient and completely uninterested in interacting with children. Their facial expressions, body language and tone of voice often made it feel as though the children were an inconvenience rather than the very reason the hotel exists. At times, the way some staff spoke to children was simply unacceptable. Cold, impatient and unnecessarily harsh. You don’t expect every employee to be cheerful every second of the day, but there is a very big difference between being tired at work and making guests — especially children — feel unwelcome. And that is the part I cannot understand. This is the TOY STORY HOTEL. A place built around childhood, imagination and happiness. If your employees cannot show even the most basic patience and kindness towards children, then what exactly are you selling? Guests can tolerate crowds. We can tolerate queues. We can tolerate small mistakes and delays. What is much harder to tolerate is paying a premium to stay in a supposedly magical Disney hotel, only to be met with employees who look like they desperately do not want to be there. The contrast is almost absurd: colourful Disney decorations everywhere, but some of the people responsible for creating the experience look completely miserable. A Disney hotel should make children feel excited, welcomed and special. Instead, some of the interactions left us feeling that our child was bothering the staff simply by being there. This is not a minor service issue. For a family-focused hotel, this IS the experience. And considering this is Shanghai Disney’s 10th anniversary year, it is even more disappointing. Ten years into the operation, you would expect the basic principles of hospitality — especially towards children — to be deeply embedded in the culture. The Disney magic cannot come from decorations alone. It comes from people. Unfortunately, the people were the weakest part of our experience. Extremely disappointing. If this is the standard of service Shanghai Disneyland and the Toy Story Hotel consider acceptable, they have completely missed the point of what a Disney experience is supposed to be.

Absolutely loved our stay! This is an excellent hotel and the perfect choice for a visit to Shanghai Disney. The location is incredibly convenient, with the park within walking distance and a shuttle service available as well. There are so many fun activities to keep the children entertained, which made our stay even more enjoyable. The rooms are spacious, clean, and comfortable, and the bedding was incredibly cozy. We had a fantastic experience and would definitely stay here again on our next visit to Shanghai Disney!

Totally would recommend staying at Toy Story Hotel when visiting Shanghai Disney Theme Park! Best perk of being a hotel guest gotta be the free early entry pass where guests can enter the park at around 7.05am (usual park opening time is 8.30am but do check the official app for updated information as it might change) via a dedicated entrance. The public queue was absolutely crazy! The hotel room came with 2 double beds and fits 2A2C comfortably with plenty of walking space. It’s kids friendly with bathtub and also a stepping stool for children in bathroom. Amenities like tea, coffee, bottled water, bedroom slippers, reusable bags, disposable toiletries were all provided for. There’s a spacious kids club with complimentary activities for guests. The mascots were very hardworking too as I saw them making rounds frequently during my stay! It was convenient to travel to Disney Theme Park and DisneyTown with the free shuttle bus. DisneyTown is a huge area with many shopping and F&B options available.