GRAND MERCURE SHANGHAI CENTURY PARK

I arrived at the hotel quite late on the check-in day, driven by a designated driver. After security informed us that ground-level parking was unavailable, we proceeded to the underground garage. Unable to find a suitable spot near the hotel entrance on that floor, and seeing a sign (Fig 2), I mistakenly assumed it indicated a hotel-exclusive parking space and parked there. At 7 AM the next morning, I received a call from an unknown number asking me to move my car. After confirming with the hotel, I offered to have staff retrieve my keys and move the vehicle for me. However, I was told that no one on staff possessed a driver's license. Consequently, I went down myself to locate another parking space. A staff member later approached me, explaining that the previously mentioned spot (with the sign in Fig 3) was, in fact, reserved for hotel management. He also advised that if no other spaces were truly available, I could park in the area shown in Fig 4, implicitly allowing me to move the barriers/barrels. I extended my stay for an additional night. Upon checking out the following day, I observed vehicles illegally parked near the fire safety facilities in the passageway connecting the hotel and the parking lot (Fig 5). When I raised this issue during check-out, a supervisor provided a different explanation, stating that a large number of parking spaces had been acquired by the property management and were therefore outside the hotel's jurisdiction. Here are several points of dissatisfaction and suggestions: 1. Guests' rest was disturbed by an early morning call to their mobile phone from an unknown number. 2. Hotel-designated parking spaces are reserved for management, not for hotel guests. 3. The signage for reserved parking (whether for management or property management) is unclear. 4. Conveniently located parking spaces are intentionally kept unavailable, yet guests are implicitly allowed to use them by moving barriers – this is contradictory. 5. The overall parking management is chaotic, leading to rampant unauthorized parking. 6. Staff provide inconsistent information, fail to handle guest complaints promptly and effectively, and demonstrate poor service awareness.