Hyatt on the Bund Hotel

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.

Check in and out process were smooth sailing, i didnt have to wait long cos there were multiple counters serving guests, we arrived at 3pm for check in but our room wasnt ready but we were heading out anyway so we just left our luggage at the concierge. Actually, we were fortunate to have crossed paths with pleasant and helpful staff (with the exception of one) throughout our 5-night stay here. I needed the concierge's help for pick up and delivery of laundry by an external laundry service and this process was seamless. There was also an occasion when our bubble tea order was brought to the wrong room by the robot (somebody had written down the wrong unit number on the order receipt but our add details we had input were correct) so i called concierge for help and they managed to retrieve the order for me. The hotel has 4 robots that can deliver your food orders but there can be peak periods when all robots will be unavailable so you would have to go down to the concierge to collect or you can opt for the locker pick up on the left side of the hotel entrance. Rooms were fine, could do with more furnishings because the walls look bare but we did enjoy the evening bund views. We got a room on the 22nd floor, near to the lift but no noise pollution whatsoever. Couldnt hear any guests at all so that was a plus. Housekeeping was decent. Location wise, we are on the quieter side of the bund but it's close enough to walk to all the nearby attractions, fairly easy walk with a stroller and two young ones. Otherwise, DiDi is always available and it's very affordable if you wanna go to Nanjing or Anfu.

Rooms: My family booked for 2 rooms and have requested for it to be on the same floor. They originally placed my parent’s room facing the bund, but yet they placed mine & my brother’s room at the corner. The room given to us was ridiculously small, placed at the corner with NO view of the bund. And we paid the SAME price (see video attached) We went down to request for a change and they gave us another rooms, the room reeked of cigarette smell, toilets were SO FILTHY and not to mention, the toilet choked lol. When we called, they told us to throw the paper in the dustbin 🤢.. We originally shifted to hyatt with the intention of having our countdown facing the bund, but unfortunately we were given such low floors and found out shanghai has no fireworks. Otherwise we would have gladly stayed at the previous hotel. Not to mention, the renovation was SO FREAKING NOISY Service: The service was SO bad… the hotel check in staff was soo clueless. When we ordered delivery one NYE, i had to order 2 separate delivery (1 for my parents and 1 for myself, since we were staying on different floors). My delivery came at 5.15pm, and was sent up by the robot delivery without any issues. My parent’s delivery came 5mins after and the delivery man told me he couldn’t use the robot??? I called the concierge to ask and they told me okay will help to keep a lookout. 15 Mins later, my parents have not received anything. I called once again, and they had to transfer me to another staff whom spoke english. That transfer did not happen lol. After a whole 30mins of waiting, I got fed up and went down to collect the delivery myself. Only then, someone decided to call back zz. We called for coffee, and they took 15mins to deliver. HOWEVER — I would LOVE to COMPLIMENT a staff called Kevin. On NYE we forgotten to make a dinner reservation for 15pax, and troubled the concierge staff to help us make a reservation as we did not have a local number. Bless Kevin, he went above and beyond to recommend a dinner place and even reserved the restaurant for us! Kudos to him, if not for him everything else was 👎

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.

Despite some unexpected circumstances during check in, the follow-up was very good and reflected the 5-star standard, especially with the help of Anna. All staff including the security and cleaning teams. Also, the hotel is renovated in 2024 and hence all rooms and facilities are pretty new and clean. Location perfectly close to the Bund with very nice view!

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.

DON'T STAY HERE, WORST 5 STARS HOTEL !!! We stayed at this hotel from December 31, 2025 to January 2, 2026, and this was the worst experience we have ever had at a five-star hotel. Our negative experience started at check-in, where the receptionist staff were incompetent and very slow. When we tried to leave our luggage with the concierge, we noticed that they were only friendly toward Western guests. They were very rude toward fellow Asian guests, even though our friend spoke fluent Mandarin when communicating with them. When we were asking for our packages, the staff also looked annoyed. We understood that it was New Year’s Eve, a lot of people were checking out, but there was no point in putting up an attitude towards us, who recently arrived and not knowing what he had experienced beforehand. He even manhandled our packages, strewing most of the items on the concierge counter and the rest onto the floor. At some point, instead of using his hand to move the strayed package on the floor, he used his leg to push it away. We may not have purchased expensive items, but even if we do, it didn’t mean he had the right to do so too. At first, when we saw him being busy with the orders, we actually told him that he could take his time collecting the items, but he insisted that we wait for him on the spot for him to gather all of the items before he ticked each of the items on his package list. That’s when we noticed how he manhandled our items. The problems continued with our room, which was hot and the air conditioning did not function properly. We paid extra for a river view facing the Pearl Tower. We were even willing to give up this view as long as we could get a room with properly working air conditioning and a comfortable temperature. After changing rooms and towers three times, we finally gave up and had no choice but to accept a room that was hot and stuffy. When we checked out and left our luggage with the concierge, we once again noticed the same behavior: they were consistently friendly to Western guests but not to Asian guests. Trust us, this hotel is not worth your money, despite carrying the well-known Hyatt name.

Staying at Hyatt on the Bund feels like being in the heart of Shanghai without losing a sense of calm. The room I had was spacious, with huge windows that let in the city lights and the river view, making it hard to leave the window seat. The rooftop Vue Bar is a must-visit - great for a cocktail and watching the skyline come alive at night. The staff are very helpful. It is not the cheapest place but the location and vibe make it worth it if you want to soak up the city in style.