Grand Hyatt Shanghai — Hotel in Shanghai

Now is the bad(s):

1. Because I've paid for Diploma Suite I get to check-in in the Club Lounge where it should of been speedy check-in service. But when I arrived there were someone before me, and I had to stand there and wait, and wait, and wait.... a true luxury hotel should of A) call in another colleague immediately to check-me-in, or B) ask me to wait in the lounge over a drink and she'll get me when she's done. But no, she just let me stood there and wait and wait and wait. I thought she was all alone, but when she can't resolve an issue she called in another colleague. So there are two check-in capable staff but she doesn't bother to call him in earlier to help me check-in, but rather let me stood. I have stood there at least for a good 10-15 minutes.

2. The Club Lounge is very small and the offering is no better than what they serve in 7-11. Only a limited selection of sodas and a couple of juices. Where's the mineral and sparkling water? Instead I was told I can only have the cheap club soda in the fridge. Breakfast is limited too at the lounge. And service is non existent. When my family sat down the attendants would rather just stood there doing nothing than asking if we needed anything. I had to walk up to one and ask if I can have a Cappuccino. It took her a long time to make one and deliver to our table, and then she dropped the cup and immediately turned away when my wife attempts to order a drink, totally ignoring her. I've ordered two eggs over-easy, and I even explained that it means liquid yoke in the middle and not well-done. The chef handed me a plate of two pre-made eggs that looked like it had sit there for a long time, and it was well-done. I told the chef please make me two new ones that's over-easy, the chef reluctantly said yes, and no exaggeration but I've waited for a good 15-20 minutes for my eggs. And no the lounge was NOT busy. It was our table and two other tables that already had their food and ready to leave. And when the eggs arrived it was over-cooked...... Yep, I paid for the Diploma Suite for this quality of service and product....

3. The bath robe in our room had human hairs. I proceed to call Guest Services to let them know, and an indifferent and cold voice answered: "so do you want a new one then?" They sure do not take pride in their work nor pride to their brand.

4. TV in the room was unresponsive to remote controls, you had to really push the buttons a few times in an attempt to change channels or adjust the volumes. I've figured out the box is off to the right side of the TV hidden in a cabinet and aiming it straight at the TV doesn't work and I had to aim towards the right (who designed this setup?) But even when I do, it's only responsive turning on-off the TV and exiting the menu, but any attempts to change channels and adjust the volume is a challenge.

5. Finally, it was raining one day and we came back to the hotel in a car. A concierge came by with an umbrella, but as my wife and I with our child opened the door, he kind of stared at us, he hands had the umbrellas half opened, but then proceeded to turn away, re-shut the umbrella, and leave us there in the rain. This is unacceptable. Granted we only needed to take 4-5 steps to be under cover but we were being soaked by rain, and he saw that and was coming to help us and simply walked away as we came out? Ridiculous.

Don't be fool by the name. The service and products offered by this establishment is 3-stars at best. It is not worth it to stay there and expect luxury level of services and product. I still give them 2-stars because it is in solid location, speedy request deliveries, and the room itself isn't bad. But this hotel has a lot of training and step up their offerings to do if they want to really honor the name...

I was genuinely excited for my stay at the Grand Hyatt Shanghai, especially as it coincided with my birthday. I was contacted prior to arrival by Hester of the Club Lounge, who kindly upgraded me to a stunning one-bedroom suite with an incredible view of both The Bund and the Oriental Pearl Tower from one of the highest floors. A true highlight.||Check-in was smooth, although I was surprised there was no welcome staff on the ground floor to direct Hyatt Globalists to check in at the Club Lounge — something many other Hyatt properties handle more seamlessly.||The Club Lounge itself is elegant with a satisfactory spread, though not quite on par with other flagship lounges like the Grand Hyatt Seoul. The real gem of the lounge is the very handsome - RYAN LU, who went above and beyond during my stay. He was the only staff member I felt truly delivered the kind of thoughtful, proactive service that makes a stay memorable — including helping refrigerate my medication properly and attending to all my special requests with care.||Breakfast in the main restaurant is the better choice over the lounge, offering a wide variety of both Western and Asian dishes. The spa and sauna were pleasant and well-maintained, though I do wish there were some ambient music to elevate the atmosphere further. Elevator access is lightning fast, and having cars pick up/drop off was effortless.||One complaint: the concierge staff on the ground floor — particularly one younger, tall gentleman — wasn’t very warm or welcoming. No smile, no real sense of hospitality when approached. On the flip side, Cloud 9 Bar had an excellent team and fantastic cocktails. I highly recommend the passion fruit highball — refreshing and perfectly crafted.||Here’s my only real disappointment: as someone who has made it a tradition to stay at Grand Hyatt properties for my birthday, I expected a bit more warmth or recognition. I didn’t expect anything, but even small gestures like a card or cake (which other Grand Hyatts have done in past years) were noticeably absent. A fruit basket and flowers were in my room, but with no note, I wasn’t even sure they were meant for me. I had actually switched from InterContinental Shanghai (where I’m an IHG Royal Diamond Ambassador) to spend my actual birthday here — but sadly, there was no “birthday moment” or personalization. That kind of soft service really matters, and I’d urge the team to revisit how they acknowledge loyal Globalists and returning guests.||That said, I still loved the Atelier Cologne toiletries and overall condition of the room — timeless and far from outdated, contrary to some reviews I’ve seen.||All in all, a great stay with beautiful views and excellent hard product, but a little more personalization and guest connection would truly elevate this property to match the best in the...

Facilities were to the level that you would expect from a Hyatt Hotel. Location ok with easy access to the subway station and the ferry terminal. Adequate food options available in the area. Con’sThe lift from ground floor to the reception on 54th floor. This lift doesn’t go higher so you need to exit the lift walk through the lobby and go to another bank of lifts to then travel to your room. Same for going down, two sets of lifts walk through the lobby to access the lift going to the ground floor. I extended my initial one night stay to two additional nights so I went to reception and asked the staff member to update my room card otherwise it wouldn’t let me in the room. Explained to the staff member, she checked my new booking in the system, asked if I had already paid I answered yes it was paid via Trip. She then handed me the room cards back, I asked her again if the cards had been updated. She replied yes. I went out for a few hours came back same scenario lift to lobby walk through find the other lift go to room. Key card doesn’t work, went down the lift walk to the lobby…….same girl Oh let me check with another person. Key cards handed back, walk to the lift go to my room and the door opens. Wanted to enquire about sending a jacket back home via post, spoke with reception who called the concierge ground floor then advised me to go to the concierge at around 8am to discuss. I went to the concierge ground floor and was told postal service has a minimum fee of 500 yuan but they would check the cost and call my room. No call was made to my room. On checking out there were room service charges that reception and I agreed would be deducted from the deposit and the balance returned by way of how it was paid. Apple Pay I left Shanghai and continued my travel in China, I received a call from Trip advising me that Hyatt had contacted them regarding an unpaid room service bill. I explained above to the Trip Agent who reverted back to Hyatt. Trip Agent called me back and explained that Hyatt had inadvertently refunded the full amount without deducting the room S bill and they wanted payment. We agreed that Hyatt would contact me via email. I checked my Apple Pay wallet and could see that the Hyatt had attempted twice to charge me the fee which was declined by Apple Pay as no point of sale authorisation was provided by me. I feel this was deceptive by Hyatt and not acceptable. After returning home I received an email from Hyatt with payment options QR code, I checked that the initial deposit had been refunded before processing the payment. The deceptive action by the Hyatt in trying to process charges without my knowledge or consent is...