Hyatt On The Bund, Shanghai

Upon arrival, we were assigned Room 1422, which had a strong and unmistakable cigarette smoke smell in both the bedroom and bathroom and a noisy building site over it. They have marketed the room for the view of the bund but it was half the view. . This is entirely unacceptable for a Hyatt property. Although Guest Services responded by sending an air purifier, it took two full days for the smell in the room to subside, and even then, the toilet area continued to retain the cigarette odour for the remainder of the stay. This posed considerable discomfort, particularly as we were travelling as a family with children. More concerning, however, was the unprofessional and disrespectful conduct of your front office staff during check-in. We checked in at approximately 4:20 AM on 23 December 2025, after a long international flight from Kota Kinabalu, Sabah, Malaysia. The male front office staff member on duty (wearing spectacles) displayed a dismissive and rude attitude from the outset. Despite the booking being valid and made through Booking.com, he appeared visibly irritated and took 5–10 minutes to locate the reservation. During this interaction, when my father attempted to clarify details, the staff member raised his hand and stated that he would “only speak to the lady.” This behaviour was shockingly disrespectful, especially considering that my father was the one paying for two rooms. This was not a misunderstanding—it was a deliberate act of exclusion and poor judgment. I have stayed across multiple Hyatt properties globally, and this is by far the most disrespectful and unacceptable front office experience we have ever encountered under the Hyatt brand. In addition, the lack of basic service anticipation throughout the stay reflects a serious lapse in guest experience standards. Despite staying for six nights with two adults and two children, we had to call Guest Services every single day to request additional towels. This repeated failure indicates a complete absence of personalised service, guest profiling, or proactive housekeeping coordination—fundamental elements expected at Hyatt. The cumulative effect of: 1.being placed in a smoke-contaminated room, 2.being subjected to disrespectful front office behaviour, and 3.having to repeatedly request basic amenities, resulted in an overall experience that was far below Hyatt’s stated service ethos and inconsistent with the premium positioning of your brand. To be fair, I would like to acknowledge that the area is very safe as it is near the Russian Embassy and it is within walking distance to Nanjing Road, the restaurant staff, particularly at the Chinese restaurant during à la carte dinner, demonstrated professionalism and good service. The housekeeping staff were also polite and helpful when engaged. Unfortunately, these positives were overshadowed by the serious shortcomings in room condition and front office conduct. I trust that Hyatt will take this feedback seriously, conduct an internal review, and advise what remedial actions will be taken—both in terms of staff conduct and service recovery for this stay.

Housekeepers are doing their excellent jobs. Front Desk staffs are extremely helpful. We have our great holiday. Keep it up.

I’m writing regarding my recent stay at the Hyatt on the Bund Shanghai. As a World of Hyatt Globalist, I’ve come to expect consistently high standards from the brand — however, this stay fell well below expectations and significantly impacted my experience. From the moment I entered the room, it strongly reeked of cigarette smoke, to the point that I could not sleep the entire night. In addition, the room was clearly not properly cleaned. There was visible dust across multiple surfaces, and — most concerning — the shower walls had what appeared to be human excrement on them, indicating the bathroom had not been sanitized in some time. This was not only unacceptable from a cleanliness standpoint, but genuinely unsanitary and uncomfortable. I reported these conditions because they do not reflect the quality, safety, or care I associate with the Hyatt brand. Given the severity of these issues and the disruption to my stay, I would recommend to not stay here.

One of my worst experienced as a frequent traveller. From the time we check in the experience was so unwelcoming. Then when I asked the front desk where 美团collection station is , was told rudely to ask concierge. Shouldn’t front desk be able to help? When we asked for extra mineral waters as there are 3 of us and the weather is dry was told there is a limit of 6 per room! Come one we have 3 of us!!! Although booking was clearly for 3 person, they provided only 2 sets of amenities. And when asked for another set took forever. When we asked for another pillow as there are 3 of us, was told there is no more extra pillow in the whole hotel!!!!!! This is so ridiculous. If not that the booking is non cancellable we will have checked out immediately! Will never comeback to this hotel ! Never !!!

Construction at the foot of the hotel facing the bund. Starts at 7am everyday, I stayed here feeling very tired throughout the trip. Hotel is also stingy, so only gave toothbrush and soap. Need to call to ask for a comb and shaver etc. One of the stingiest hotels I have stayed in. Go elsewhere for better rest and service.