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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.