W Shanghai - The Bund

I paid a premium to stay at the W Shanghai specifically for the brand's signature luxury, high-energy, social pool lifestyle. What I actually received was an incredibly frustrating, poorly managed experience that felt more like a chaotic family resort than a 5-star international hotel.While the room itself is nice enough, it absolutely does not compensate for missing out on the iconic social pool bar experience that W Hotels promise globally. The W brand needs to do a significantly better job of explicitly marketing that this specific hotel is NOT like other W Hotels. The fact that you cannot experience a true poolside bar here feels completely hidden from guests during booking—tucked away as a tiny, obscure line on their website, which is deeply misleading.The check-in process was an absolute nightmare. The lobby was entirely overrun, and I had children literally running all over me while the front desk struggled to manage the chaos. The family-hotel atmosphere completely ruins the chic vibe the brand falsely advertises. To make matters worse, the staff’s English proficiency is shockingly poor for an international property of this tier. Throughout my stay, staff members inexplicably and repeatedly called me by my middle name for no reason.This communication barrier turned basic room requests into an exhausting ordeal. This morning, it took three separate calls over the course of an entire hour just to get a simple hair straightener delivered to my room. When front desk staff became confused by basic English requests, they simply gave up and started speaking Mandarin to me—despite me making it explicitly clear that I do not speak the language.The absolute breaking point, however, is the pool layout and its ridiculous restrictions. You cannot enjoy a cocktail or a light meal by the water because of strict food and beverage bans. The outdoor pool is physically cut off from the adjacent WET Bar by a massive glass wall. To even access the deck, you are forced through an internal obstacle course that funnels you under a motion-activated overhead shower, forcing you to get your hair wet just to step outside to lounge or take photos. The staff cannot even explain these absurd, unadvertised rules to international guests in English.I was actively planning to book a luxury stay at the W Sydney later this year specifically to experience their WET Deck pool. However, this disastrous, low-tier experience in Shanghai has left such a terrible taste in my mouth that I am now heavily reconsidering whether I will ever spend my money with the W brand again. Management severely needs to retrain their staff, address their chaotic check-in environment, and stop misleading international travelers with false brand expectations.

I had a fantastic stay at W Shanghai – The Bund. From the moment I arrived, everything felt welcoming and well organized. The entrance and lobby make a great first impression, and the whole check-in process was smooth. A special thank you to Linda at the front desk. She was genuinely warm, professional, and went out of her way to make us feel welcome. Her friendly attitude and attention to detail really set the tone for the rest of our stay. The room was spotless, comfortable, and had amazing views. The hotel's facilities, atmosphere, and service were excellent throughout. Every staff member we interacted with was polite and helpful, making the experience even more enjoyable. Overall, this was one of the best hotel stays I've had in Shanghai. I wouldn't hesitate to stay here again and highly recommend it to anyone visiting the city.

Most of all, the staff were very friendly and helpful, from concierge to reception and housekeeping. We appreciated the service from everyone. The hardware is modern, as expected from W Hotels, and the interior design is artistic and stylish. The room had Shanghai-inspired touches, including xiaolongbao-themed decorations, and local white rabbit candy was also provided. A xiaolongbao welcome dessert was served with an explanation. The outdoor pool was very impressive, with great views, red seating, and the W logo backdrop, making it a popular photo spot. The indoor pool was also clean and well maintained. We ordered room service from YEN, and the food was excellent, made even better by the amazing view. The manager was attentive throughout our stay and made us feel well looked after. It left a very positive impression on our Shanghai trip, and we would like to stay here again.

My wife and I had an amazing stay at W Shanghai on the Bund. The minute we arrived, the staff made us feel truly welcome with their warm hospitality and attention to detail. They are multiple staff members throughout the hotel ready to guide and assist you, phenomenal! Our room was spacious, stylish, and offered stunning views of the Shanghai skyline (please see attached)exactly what you’d expect from a W property.