Hyatt On The Bund, Shanghai

Worst 5* star hotel I've ever lived in, and I have stayed in many other hotels in Shanghai. I arrived to the first room, and it looked nothing like the layout of the room as advertised online, also, it reeked of smoke. They offered to move me to the second room, but no one came to help with my luggage, given that it was late at night (2am) and it was their mistake. The service and proper training of staff is clearly lacking. The hygiene in the second room was absolutely unacceptable. There were stains in the shower floor, I did not want to go in there to shower. They then offered to move me to the third room, which was better, however, when I came back from a long day, I realised there was no housekeeping services done to my room, despite asking for it multiple times. This hotel lacks polite staff, the cleanliness is bad. The amenities and facilities in the room are old despite being renovated. Overall, very bad experience, and would not recommend to stay here again.

We stayed in a River View room, which had a beautiful view that I truly loved. The location was also perfect for our needs. Unfortunately, the room appeared to have been treated with certain chemicals that caused me to develop allergic contact dermatitis, a delayed immune reaction resulting from direct skin contact with an allergen such as cleaning chemicals, carpet treatments, or solvents. The itching began shortly after I entered the room and subsided soon after I left it. If you experience similar symptoms, it is not due to dry skin caused by the heater. I later had to require prescription medication to treat the reaction. I have notified hotel management and hope that the cleaning chemicals will be changed by the time future guests stay.

Location is fantastic of you want to see view of the Bund, it's walkable 2 minutes to the area. Greeted with Grand Lobby with lovely decoration. Room is new and spacious enough with cute bathtub. Overall it's a great stay.

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.