Grand Hyatt Shanghai

this is my second time coming here and I must say everything was great apart from the service. Typically, the service is great at these types of hotels, however, this time (possibly with new service workers), it wasn’t as pleasant. we began our stay by checking in, where the receptionists were whispering in each others ears and looking at us before assisting us, despite us standing right in front of them. once they took our passports, they began to flip through the pages with the country’s stamps from immigration for the country’s we’ve traveled to, and they started gossiping in Chinese, which i understood because i’m fluent in chinese despite being a “foreigner” because i grew up in china. they began asking each other which countries the stamps corresponded to and laughed together (?). they then asked if i would be happy with a room upgrade (ofc i said yes!) and they were like: “okay just pay the upgrade fee” (???????? 😭). Furthermore, when we wanted to go to the pool, we entered a room with a reception to ask where the pool was, and the receptionist (looking at us like we’re pieces of trash on the floor) pointed her finger outside the door, so we went. it lead us to the back door which lead straight to the pool, no changing rooms or anything, just the pool. we went back to the receptionist to ask for the changing rooms, and she pointed straight to our left, where the changing rooms were literally 2 meters away, as if that wasn’t what we were asking for in the first place???? then she asked if we had swimming caps, we said no (because last time we came, the receptionist lent us some) and she pulls out a swimming cap menu where we have to pay a minimum of 50 RMB for one cap. she said we have to buy one to enter the pool. i said that we were lent some last time we came, which was a few months ago, and she rolls her eyes and gives us some as if we were robbing her for money in the cash register 😭😭😭😭???????? the service was honestly terrible 😭. everything else was fine.