UrCove by Hyatt on the Bund

Great location and hotel amenities. Japanese toilet in Shanghai 😉 breakfast is absolutely delicious. Brand new commercial laundry washer and dryer which is great and easy to use. Everyday room cleaning and replenishing stocks with free water, soda and biscuits .

None so far

Really good location and very nice and clean and spacious rooms

Nothing to fault

The food at breakfast was good quality and varied. Unfortunately, apart from the staff at the welcome desk, the staff were unhappy, did not communicate and made the atmosphere quite miserable. They need to be trained. The view from our room was good, and the cleaner was friendly and helpful. The bed was comfortable and the room was spacious. The cafe downstairs was unmanned. The space is pleasant but wasted. The receptionist had to leave the desk to serve customers in the cafe so we only used it once. I asked the receptionist one day where the stairs were (my door key wasn’t working) and a man sitting on his laptop in the workspace started shouting at her and me. I don’t know who he was but he was rude and aggressive. If he is a member of staff he should not have any contact with guests.

Staff training; communication; we are from the UK and felt like we were on our own most of the time. Not the standard we expect from an international chain like the Hyatt.

Travelled Beijing - Zhangjiajie - Shanghai over 18 days. I took time to select hotels based on location, comfort and VIEWS! there are many hotels along the Bund but having used HYATT hotels in the past, I felt UrCove would meet my requirements. Of all the places I was visiting Shanghai was going to be my highlight and I wanted the best for my experience. I selected a room with a view as per pictures on Booking.com and reviews were positive - double room with lake view I was to pay on arrival, which is an important point to remember. So on arrival I was given a room, but check in seemed frantic. I even asked the staff if there was a problem and the lady checking me in - I think her name is Lvn...wears black frame glasses - without looking up just waved me off. Then a male colleague came and between the two, they gave me room 5029 and charged me approx. 8,800rmb. Imagine mysm disappointment when I got to this room with a massive pillar in the middle, one tiny ( toilet size) window and on the other side you see a tiny portion of a window, it was mostly covered by the wall!! Remember I booked a room with a view. This room has no comfortable seating just a tiny round table and one stool. I suffere chronic back pain, there is no way I would commit to 8 days in a poxy room like that. Infact, i took time to look at ALL the pictures on Booking.com room 5029 design does not feature!! The cheapest room in UrCove looks more comfortable than this room. I went back to reception and said the room was not what I paid for. The staff had the audacity to say it was the room with a view! You can't see anything from the bed because of the massive pillar. I was really insulted and upset by the nonchalant attitude of the staff. Also said they never check the rooms....madam you are the one who allocated me this room!!! Then they said if I could stay the night in that room, they would pass on to the next team to allocate me a room in the morning.

I would like to say once I was moved to room 5069 my stay was smooth sailing but it was not to be. The housekeeper decided NOT to clean my room. They came in and made the bed and that was about it! It was so bad I had to ask at reception that my toiletries be topped up :( THE HYATT! Because I was coming to the end of my holiday, my own toiletries were running out and I did not want to buy more. The housekeeper would not top up and despite asking reception to prompt her. The next day I returned to the hotel again no toothpaste, no moisturizer!! I saw the housekeeper and I politely asked for toothpaste and the went into a tirade - even if I couldn't understand the language, I couldn't mistake the body language. I gestured to her not to worry and I went out, with 2 nights left - I bought more toiletries. Room 5069 has beautiful views but the windows are so dirty you can not take pictures through. Again, the view is part of the description of the room so should the hotel not have the windows cleaned more regularly? One day the housekeeper basically rinsed out the mug I had made a cup of tea in. You could still see the markings inside the mug. My whole stay at UrCove was very uncomfortable. To think I paid that much to be treated so badly 😢 Thankfully my experience at the other 3 hotels I stayed during my China holiday were amazing! So much so some of the staff even after I left were checking if I travelled safely. In all my bad experience not once did the staff offer an apology. There is only one male staff who offered me something voluntarily - I had gone to ask if the tap water in the rooms was fit for drinking. He said water is free, he gave me 2 bottles and he put them in a Urcove bag. I honestly wanted to cry because he was the only one who showed me kindness.