Hyatt On The Bund, Shanghai

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.

We had two rooms and on had bad smoking smell. Staff helped us change one room but the two rooms ended up different floors. The view is good but the windows are very dirty.

I booked a Bund-view room and informed the hotel a month in advance that we would be celebrating our 15th wedding anniversary. I also requested a nice room for this special occasion, trusting that the Hyatt brand would provide a memorable stay. However, the room we were initially assigned had only a partial side view of the Oriental Pearl Tower, and the Bund view itself was barely visible. This was far from what we expected based on the images shown on the hotel’s website. My wife and I were very disappointed and asked for a room with the proper Bund view. The staff responded politely and showed us two alternative rooms, but neither of them met the expectations of a true Bund-view room. One room faced a construction site, and the other was located on the 11th floor with its skyline blocked by a nearby building. In the end, we had no choice but to stay in the 11th-floor room instead of the original 29th-floor room. It was unfortunate that a stay meant to celebrate our 15th anniversary turned into a disappointing experience. Although the staff was courteous, the overall room assignment did not meet the standard we have come to expect from Hyatt. I sincerely hope the hotel improves its room allocation and communication, especially for guests celebrating special occasions. (Attached photo) This was the view from the room assigned to us—only a partial glimpse of the Oriental Pearl Tower, and almost no Bund view at all, which was not what we expected when booking a Bund-view room.