酒店回复: 尊敬的客人：首先，非常遗憾此次入住未能为您带来符合预期的舒适体验，对于您在入住期间遇到的困扰，我们深感抱歉。每一位客人的感受都是我们不断优化服务的重要参考，因此我们高度重视您提出的反馈，并第一时间对相关情况进行了细致核查与梳理。关于您提及的洗衣机使用问题，经核实，在您入住的 6 晚期间，当您首次反馈洗衣机无法正常使用后，我们的工程团队迅速响应，第一时间为您更换了备用洗衣机，以保障您的基本生活需求。后续您提出衣物烘干及衣物损坏相关问题时，我们也与您进行了多次耐心沟通。需要向您说明的是，酒店客房内配备的洗衣机主要适用于常规衣物的清洗，其设计和功能并不支持直接清洗鞋子这类特殊物品，这也是行业内为保障设备正常运行及避免衣物交叉损坏的常见规范，因此我们当时向您解释了这一情况，并婉拒了您提出的 4000 元鞋子赔偿诉求。此外，对于您反馈的衬衫洗皱问题，我们也向您说明，衬衫在清洗后出现一定褶皱属于常规衣物护理现象，并非设备故障导致的损坏，因此同样未能满足您 3000 元的赔偿要求。在整个沟通过程中，我们始终秉持着真诚、专业的态度，希望能与您达成合理共识，并非如您所说 “态度恶劣”，这一点我们也有相应的沟通记录可作为佐证。作为一家致力于为客人提供高品质服务的酒店，我们始终将客人的满意度放在首位。对于此次入住体验中给您带来的不愉快，我们再次表示诚挚的歉意。如果您愿意，我们非常希望能有机会与您进一步沟通，详细了解您的具体诉求，也让您更全面地了解我们的服务标准与处理流程。同时，我们也欢迎广大宾客监督我们的服务，若在入住过程中遇到任何问题，可随时联系酒店前台或客服部门，我们将第一时间为您提供协助，努力为每一位客人营造舒适、便捷的入住环境。Dear Guest,First and foremost, we deeply regret that your recent stay did not live up to your expected level of comfort, and we sincerely apologize for the inconveniences you encountered during your visit. The feedback from every guest serves as a crucial reference for us to continuously improve our services, so we have taken your comments very seriously and immediately conducted a detailed review and verification of the relevant circumstances.Regarding the issue with the washing machine you mentioned, our verification shows that during your 6-night stay, as soon as you first reported the malfunctioning washing machine, our engineering team responded promptly and replaced it with a backup one right away to ensure your basic daily needs were met. When you later raised concerns about the clothes drying function and damaged items, we also had multiple patient communications with you. It is important to explain that the washing machines provided in our hotel rooms are primarily designed for cleaning regular clothing. Their design and functionality do not support direct washing of special items like shoes—this is a common industry standard to ensure the normal operation of equipment and prevent cross-damage to clothing. Therefore, we explained this situation to you at the time and politely declined your request for 4,000 yuan in compensation for the shoes. Additionally, regarding the wrinkled shirt you mentioned, we also clarified to you that a certain degree of wrinkling in shirts after washing is a normal phenomenon in regular clothing care and not caused by equipment malfunction. As a result, we were also unable to meet your request for 3,000 yuan in compensation for this. Throughout the entire communication process, we consistently maintained a sincere and professional attitude, hoping to reach a reasonable consensus with you. Our service was by no means "bad" as you described, and we have corresponding communication records to confirm this.As a hotel dedicated to providing high-quality services to our guests, we always prioritize guest satisfaction. We would like to once again express our sincere apologies for the unpleasant experience you had during your stay. If you are willing, we would greatly appreciate the opportunity to communicate with you further—to gain a detailed understanding of your specific needs and also to help you fully understand our service standards and handling procedures. At the same time, we welcome all guests to supervise our services. If you encounter any issues during your stay, please feel free to contact the hotel front desk or customer service department at any time. We will provide assistance immediately and strive to create a comfortable and convenient stay environment for every guest.
地理位置绝佳，陆家嘴繁华触手可及。公寓式房间宽敞舒适，厨房设施齐全，家的温馨感扑面而来。服务细致入微，卫生无可挑剔。泳池健身房品质一流，商务休闲两相宜。无论是长住还是短憩，都是绝佳选择，诚意推荐！
发布于上海
这家酒店很棒，家庭套房非常好。空间宽敞，设施齐全。室内游泳池、桑拿房和健身房也很不错。酒店地理位置优越，步行一分钟即可到达地铁站，两分钟内就能到购物中心，里面有很多商店和餐馆。员工也很友好。
切记切记切记！信用付钱还要到前台付钱！给老板或者领导订千万不要订！会耽误事的！携程没有可以直接付款订的酒店系统！！！只是这一家没有直接订的系统！
这个酒店需要重新更新他们的设施。
首先我们原本订的是公寓式酒店，因为他们在大装修，所以他们把我们免费升级两个房间。(这个是加分)
- 早餐不错
减分项目
- 订房系统出现问题 - 我儿子的房间发现在1个小时里被另外一位新客人订住。 幸好哪位客人也发现不对， 因为我儿子的背包在房间里。 我需要下去到前台重新更改把门卡， 哪位客人还到另个房间。我太太说幸好儿子不在里面冲凉和新客人是男生， 要不然就尴尬
- 在入住时， 前台也说给我们免费早餐， 但隔天发现没系统登记
- 礼宾部人员服务不到位， 我们在check in 和 checkout 时都没有人上前问我们需要提行李吗 (我们3 人有7样物件)。 不像其他marriott 酒店服务。
地理位置方便，销售和客房销售和客服务到位，客房卫生整洁，房间配有干洗烘一体很方便，早餐品种丰富早餐品种。
发布于上海
感谢前台一位小美女倾听我的要求，帮我调到酒店1158，她的工牌我当时没记住，只记得她的笑容很温暖，解我燃眉之急，让我如沐春风！祝她好人一生平安！
发布于上海
房间都是套房，领包入住，非常方便。还有干湿一体的洗衣机，非常好👍
发布于上海
房型很好，适合一家四口出行，圆角客厅配有有四座小圆桌和沙发茶几电视，开放厨房连着客厅用起来很方便2191
发布于上海
这是我住过最差的喜来登酒店！我在公寓住了六晚，洗衣机完全不能用，他们换了一台，但烘干功能很差，衣服都快报废了！而且酒店处理这个问题的态度非常糟糕。这根本不是一家五星级酒店。
本次入住的是上海浦东喜来登由由公寓，两居的公寓房特别适合全家出游居住。房间设施齐全，能做饭，客厅还大。公寓和酒店共用前台、早餐厅和游泳池等酒店设施。除了能享受酒店式公寓所带来的便捷，还能享受五星级酒店的服务与设施。就是不知道我房间的洗衣机跑哪儿去了。
特别要感谢和表扬的是前台接待我们的Kitten Kuang小姐姐，热情、周到、专业的服务与讲解，让我和闺女们开启了上海之行的篇章，还有酒店的其他工作人员都非常友善和专业。总之，本次入住体验非常好。