The Unbound Collection by Hyatt Hotels in Shanghai

I stayed at this hotel for two days. Price-wise, for Shanghai, it's probably mid-range. First, the environment is quite good, and it's not far from Zhonghua Palace subway station. The hotel's decor is also acceptable (photos attached), with some notable points. However, it seems to have opened only a few months ago, as there's a lingering scent in the room, whether it's from an air freshener or new renovations. When you open the minibar drawer, the smell of new renovations is still very noticeable. Now, about the service. Upon arriving at the hotel entrance, a doorman occasionally opens the car door, but only occasionally. No one proactively helps with luggage or escorts you to the elevator. The concierge staff seemed disorganized, like a hastily assembled team. During check-in, the front desk staff didn't seem professional; they were discussing a guest's room upgrade issue, leaving me to wait. After standing there for a while, they finally apologized. The whole check-in process felt like it was handled by a temporary crew. There was no introduction to the hotel's special features, including whether the minibar items were free or charged (a special note: if your booking includes a minibar, be sure to check the detailed description). There was also no mention of the ”Xiao Nanyang Enjoyment Time” (which I'll get to later, as it turns out this service doesn't exist at all). I had to proactively ask about everything. I brought my parents to Shanghai and booked breakfast for them. I saw comments saying ”Xiao Nanyang Enjoyment Time” was an afternoon tea set starting at 2:30 PM. It had been raining lightly in Shanghai these past few days, so we stayed around the hotel. We arrived at the 4th-floor restaurant at 2:25 PM. The staff were all in a meeting, with no sign of afternoon tea. By 2:35 PM, still nothing. A staff member only handed us a drink menu and asked us to order. After inquiring, they said there were no free options, only paid ones, and didn't even ask for our room number or if the set was included. It felt like they were completely unfamiliar with the hotel's promotional activities, which negatively impacted the experience and wasted our time. This detail clearly showed that the front desk, concierge, and even the restaurant staff were all out of sync. The coordination across all departments didn't match the hotel's hardware, decor, and location. Later, there were also minor service issues when storing and retrieving luggage. I hope the hotel strengthens its improvements. After two days, I thoroughly reviewed the hotel's project descriptions and felt more professional than the front desk staff on the phone. I hope the hotel pays more attention; such service really struggles to retain guests. I was originally going to book two more rooms for the second night but opted to change hotels instead. This is a completely objective review, with both praise and criticism.