It was our third time staying at the hotel, we were always very happy with the hotel with everything. The great location on the bund, the rooms and every restaurant is nice also the swimming pool and the gym is spectacular. But this time I was not so happy with the service, we arrived at the hotel at 2:30pm and we were unable to check-in because they did not have any rooms ready and ask us to wait another 2 hours. They offered us to have afternoon tea at the lobby on the hotel expenses but when we were checking out they wanted us to pay for half of the afternoon tea which was really ridiculous.