Compensation Clinic: No Hot Water & Multiple Room Changes At Marriott Shanghai City Center – Points Refunded


This week’s Compensation Clinic is about my recent stay at the Marriott Shanghai City Center where I had previously written about the repeated lack of hot water in the evening hours.

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I’ve covered the topic of no hot water at the Marriott Shanghai City Center in our Whine Wednesday this week (access the article here).

The rundown of the situation:

I have stayed at the Marriott City Center Shanghai three times now and twice there was no hot water in the evening / early morning. During the last stay I was also given a room that was reeking of smoke and promised that on my next stay a proper smoke free suite would be assigned.

Needless to say nothing was prepared when I reserved two nights using 30,000 Marriott Rewards points and while checking in at the Club Lounge I was assigned a King Executive Room. I hinted on the promise and issues from last time and noted there must be information about this on the profile (the hotel manager I spoke to during my last visit was on leave during the christmas holidays).

After I declined the first room I was then assigned a suite for the second day and a regular large executive room (they called it a Junior Suite – it wasn’t one) on the first night I encountered the same issues again concerning the hot water after 10pm.

I asked the duty manager to come to the room to please verify that the water is indeed ice cold and that this isn’t just my imagination.

Upon departure the following day the entire hotel driveway was blocked by three tour buses and it was impossible for any guest (some of whom had to get to the airport) to get a taxi in or out of the property. After requesting to get the manager the bell attendant began to shout at the customers and cry.

I requested one night to be refunded to my Marriott Rewards account. After hearing nothing from the property I contacted Marriott Customer Care and opened a customer relations file. A few days later both nights (30,000 points) were credited back.

While certainly a great bargain in Shanghai for 15,000 Marriott points per nights (5,000 SPG points) the hotels has too many operational issues and the lounge is extremely busy. The breakfast at the restaurant is very good though.


I’ll pass on this property in the future as the hot water issue is unacceptable to me and not sure why they can’t get this under control. The other service related deficiencies totally aside I think it’s better to invest a few more points or money and stay at the JW Marriott next door or one of the countless other options in Shanghai.

I was positively surprised that Marriott (or the property) credited both nights back even though I only requested one.

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