Hyatt On The Bund, Shanghai

This was the worst hotel experience I have ever had — a complete nightmare. The hotel itself is not bad, but the service was absolutely terrible. The staff seemed completely unprepared and, in my opinion, put my family at risk. I accidentally left my room key card inside the room and got locked out. My wife and daughter were asleep inside, so I went down to reception, explained the situation, showed my passport, and showed my reservation details. I simply asked for a replacement key. Instead of helping, the staff started asking random questions: “Do you have your card?”, “What time was your check-in?” Then they passed me to a second employee, and later a third employee asked me exactly the same questions again. I knew my room number by heart, but the staff insisted that it was not my room, almost treating me as if I were lying. They had already copied my passport during check-in — why not verify my identity properly and help me access my room? Without the room card, I could not even use the elevator to reach my floor. I repeatedly asked them not to call the room because my wife was sleeping and I did not want to disturb her. They ignored my request. Eventually, I gave up and decided to wait in the hotel lobby and think about what to do. It makes no sense to pay for an expensive hotel stay and end up spending the night sitting in the lobby. Then my wife called me. The reception staff had called the room anyway, woke her up, and she became very worried and could not go back to sleep. She had to leave the room and come down to the lobby to use her key card so we could return upstairs. During that time, our 6-year-old daughter was left alone in the room. What if there had been a fire alarm? What if there had been an emergency? How would my daughter have handled that situation alone? This situation was unacceptable and completely avoidable. I understand hotels need security procedures before issuing replacement keys, but the process was handled with no empathy, poor communication, and no concern for guest safety. This was by far the worst hotel experience I have ever had. I will not return to this hotel and cannot recommend it to anyone I would give a single star, but since they tried to talk me to regret after that, I will give 2 starts to be fair with them.

We got room upgrade with beautiful oriental pearl tower and Lujiazui view. The rooms were clean and beds were comfortable. The staff were very friendly, welcoming and helpful. There were plenty of choices for the breakfast buffet. The view on the 32nd floor (in the bar) was spectacular! We all enjoyed our stay. Highly recommend!

The location of the hotel is perfect. It is quiet in the morning and yet just a few minutes walking to the center of bund. The view from the room is incredible. And all the staff are nice and helpful, especially those who help with the luggage loading. Room is clean and modern. The only issue is that the shower is within the same room with the bath. The floor can get slippery after shower.

I did enjoy my stay here. Room was very nice with comfortable bed. Clean and spacious. A short walk to the Bund, however around 15 min walk to nearest Metro station. The Vue bar views are spectacular, however I felt the service was hit and miss. At times they gave table service, other times I was ignored and had to order at the bar. Not a huge deal but slightly confusing. The staff in the spa/swimming pool reception areas didn’t speak English well at all, which is not ideal for such a large hotel with tourists. Overall I enjoyed my stay however improvements could be made.

Upon checking in early, Fay Mao welcomed us by giving us an upgraded room with a great view of the Bund and river! Exceptionally nice room, super shower and bath facilities, clean, comfortable! Staff and Fay were terrific!! The buffet dinner had huge selection too! Will come back again if returning to Shanghai!