Hyatt On The Bund, 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.

This is a fantastic hotel. It’s close to the bund but far enough away to not be too loud. Easy to walk to restaurants etc. They have really beautiful rooms and facilities. Breakfast buffet was top of the line. The too Vue bar is something with a fantastic view of the city. Highly recommend.

very unpleasant experience. I gave the front desk my mom's name saying she's arriving late pls help her check in when she arrives. When she arrived and presented ID, the Female and male at front desk April 9th at 10pm didn't even try to check her ID, simply refuse to service and was super rude to my mom. She had to wait for 45 minutes and asked for help from 4-5 persons. Do not go.

we encountered lots of problems (loose toilet, leak bathroom, loud AC) but very low problem solving efficiency, we made the reservation using a free night reward but they charged my credit card without any prior notification regarding the price.