Hyatt Regency Shanghai, Wujiaochang

It’s a very nice hotel with a great exercise room, breakfast was nice. Hotel staff was very helpful. However, the location on Google maps is different from the actual location. If you want the actual location of this hotel, search for The Lounge restaurant.

I am giving such a poor review due to Hyatt Regency Shanghai's extremely unsatisfactory service, unprofessional and dishonest staff, disorganized management, and poor crisis management. I attempted to check in to three rooms on Friday, April 7th 2023: one room for my fiancé and I, one for my parents, and one for my in-laws. My specific complaints are as follows: 1. Extremely late check in: These rooms were booked over three months in advance. I was told by the first-floor staff I could check in at 12 noon. When I arrived, the staff at the front desk had difficulty checking me in. I overheard the staff mention to her colleague that the information in the system did not match my reservation. When I asked her for clarification, she simply ignored me. Eventually, after twenty minutes of waiting, she claimed that we could not check in since we had apparently arrived “too early.” This is contradictory to the information I was told and the product that was sold to me at full price. In the end, the rooms for my parents and in-laws could finally be checked into at 3:00 pm, but the room for my fiancé and I could not be checked into until 8:00 pm. That is 8 hours of hotel service that I paid full price for and did not receive. 2. Failure to deliver advertised service: Chinese pre-wedding ceremonies are common at this hotel. They involve decorating the room in a specific way and providing red bed sheets. We requested this specific service three months in advance and were promised it by the hotel staff. When the day came, no service arrived. We tried to call the front desk again, but our calls were simply ignored. In the end, we had to make up the room ourselves, delaying our entire wedding procedure. 3. Lying to the customers: At this time, we contacted the front desk to complain about these two incidents. However, during the phone call, the staff at the front desk claimed that clients can only file one complaint per phone call. When we suggested we simply confer with the manager instead, the staff contradicted himself and said he would hear both complaints himself. 4. Failure to deliver on promised compensation: Eventually we got in contact with the manager and were promised the following compensation: a later check-out on Sunday (4:00 pm) and complementary wine and dessert. This was to be delivered to all three rooms by 2:00 pm on Sunday. By 2:50 pm on Sunday, no such compensation was delivered to any of the rooms. 5. Lying to the customers for the second time: When contacting the front desk to inquire about the missing compensation, the response from the staff was an informal “that’s not my responsibility.” A second phone call revealed the false excuse that nothing had been delivered since the room had apparently hung the “Do Not Disturb” card on the door. Knowing this was false, I then inquired if this was also the case for the other two rooms. In a panic, the staff on the other end only paused before abruptly hanging up the phone in silence. No one returned my call. 6. No cleaning service and no hot water: On Sunday morning we received a notice that our room would not have access to hot water from 1:00 pm to 5:00 pm. Checking in with my in-laws later that day, I was shocked to discover that they had tried to take a bath but had no hot water. It was then that I learned they never received the notice because no cleaning staff had even come to make up their room since they checked in. That means two full days of no room cleaning service. Even if mistakes happen, it is unacceptable for staff to make up contradictory excuses or even bold-faced lies straight to the client’s face (“you came too early,” “that’s not my responsibility,” “you hung a Do Not Disturb card on your door,” etc.) This was my wedding day, and the first (and likely only) time my in-laws will visit China. I placed my trust in this brand as it is supposed to be a 5-Star hotel. Instead I was grossly offended by the unprofessional and childish behaviour of the staff and disorganized management that utterly failed to provide any sort of professional service.