Hyatt On The Bund, Shanghai

This was my first trip back to the HoTB since Covid, having stayed there at least 10 times from 2010 to 2019. The views are still great, and I enjoyed the food in the club lounge, but overall I don’t think it’s as good as it used to be. Rooms have been refurbished but I’m not a huge fan of the new pastel colour scheme. Strangely, some areas (eg the pool and changing rooms) seem to be exactly as I remember them and are looking a little the worse for wear. The club lounge now offers a tasty afternoon tea (served to you rather than a buffet) and the selection of canapés in the evening was good (sushi, salads, noodles cooked to order etc). Beer and wine are available but no spirits. I think what’s letting this hotel down at the moment is the service. The general level of English is low for a global city like Shanghai and many of the staff seem to be new and/or haven’t been trained properly. As such the personal touch is lacking. However, some staff are really trying their best. One of the chefs at breakfast opened all of the hot dishes for me and did his best to describe them in English. Good effort! Finally, I hope that Hyatts in China can start to phase out single-use plastic (eg water bottles and toiletries).

Great views, comfy bed, spacious bathroom. The location is close enough to walk to many areas. But apart from the view, it's just another hotel. No pool surprised me in a city that hits high temperatures in Summer. Lobby restaurant had very well prepared food, but was a sterile experience otherwise, like eating in a cafeteria.

I was there for my birthday with my boyfriend and we chose a room with a view of The Bund. The room was nice, clean, with a nice view overall, but only half to the bund. It was ok, although it was important for us because we were there, in Shanghai for a special ocassion. This hotel is impressive, it looks nice, it's modern, and well located, but it's huge. With so many rooms we noticed the staff couldn't keep up with our needs. We only asked for the view, which we paid for, and my boyfriend asked for their assistance to prepare some cake for me as a surprise for when we arrive in the evening. But they forgot. Eventually at 11 pm when we arrived at the hotel my friend went out to find someone to get me some cake, because it wasn't in the room as planned. Anyway, it worked out somehow eventually. I like the comfort of the bed and the room itself. The breakfast though, could really use some improvement. The breakfast room looks dark and crowded, although the hotel itself is very spacious. The food was very good, like most chinese food, but nothing over the top like other hotels of this caliber. Also, the staff was stressed, in general, especially at breakfast. Overall, with some minor hickups , I do recommend this hotel, and I think it's a nice choice for Shanghai.

I had a frustrating and frankly unacceptable experience at Hyatt on the Bund Shanghai. When I was taking the shower, I was shocked to find that there was no shampoo provided—only two bottles of conditioner and one body wash. This kind of oversight is simply not acceptable for a hotel of your reputation and star rating. It clearly shows that no one properly checked whether the room was fully and correctly prepared. What made the situation even worse was that I had to call the front desk while soaking wet, and then stand there dripping for nearly five minutes before someone finally brought the shampoo. This is not only a serious inconvenience, but it also shows a lack of basic hospitality and attention to detail. Frankly, I am very upset. The front desk was also indifferent. When I checked out, no one apologized for their poor service. I would never recommend this hotel to anyone who visit Shanghai.

I’ve always been a loyal fan of the Hyatt brand, and have stayed at countless Hyatt properties around the world. Unfortunately, my recent stay at Hyatt on the Bund, Shanghai, turned out to be one of the most disappointing hotel experiences I’ve ever had. At check-in, I was met with dismissive and arrogant service from a front desk staff member. Despite my Globalist status, I was told that no room upgrade was available. When I pointed out that several upgraded rooms were still showing as available on the Hyatt app, I was simply told that I could only get those rooms by paying extra. To make matters worse, the staff member decided to lecture me — in a condescending tone — about the difference between room availability and upgrade eligibility. As someone who has stayed in hundreds of hotels globally, I fully understand this distinction. I certainly don’t need to be “educated” in such a tone by hotel staff. Even more shockingly, I was advised that if I was unhappy, I could cancel my reservation using “medical discomfort” as an excuse, so it could be processed as a force majeure cancellation. I found this suggestion to be completely unprofessional and unacceptable. I ultimately canceled my reservation and moved to the nearby Alila hotel (also part of Hyatt), where I received much better service. For context, I’m also a Marriott Titanium and IHG Platinum member, and I have never encountered such poor service at any other hotel. This experience has seriously made me question the value of Hyatt’s loyalty program, and I would strongly recommend avoiding this property if you value respectful and professional service.