Jinmao Purelax Lijiang, The Unbound Collection By HYATT

Spacious room and check in was smooth. Stayed for a night and needed to check out early for our tour. Front desk was accommodating for our requests for packed breakfast.

I would like to share my feedback regarding our recent stay at your hotel over the past holiday. I felt that the overall service and experience did not meet the standards I would normally expect from Hyatt. One of the main concerns was the communication with the staff, as most of the hotel staff were unable to communicate effectively in English. Throughout our stay, there was only one female staff member who was able to communicate in English, and she was very helpful, attentive, and professional. I truly appreciate her assistance, but I was disappointed that communication was so difficult with the other staff members. For an international hotel brand like Hyatt, I would expect staff to be able to provide a reasonable level of English communication and assistance to guests. I hope you will take this feedback seriously and consider improving the level of service and English communication among the hotel staff to ensure a better experience for future guests.

I stayed as a Hyatt Globalist and had a mixed but memorable experience. The resort is in a solid location—about 2 miles from Shuhe Ancient City (my favorite of the three ancient towns). Taxis to Shuhe, the old town, or Baisha are quick and easy, with cabs usually waiting in the parking lot. There’s also a fun street full of restaurants and food carts just a 10-minute walk to the east, perfect for casual dining and shopping. The hotel offers free bicycle rentals (with a ¥1,000 deposit), though plenty of bikes are available on the streets as well. The property itself has beautiful grounds, with a stunning view across a man-made lake toward Snow Dragon Mountain, and black swans gliding on the water that make the scenery feel magical. The spa and pool facilities are excellent overall, though I did encounter a man spitting on the floor two days in a row in the spa area. The staff acknowledged the issue but said there was nothing they could do—definitely wear slippers everywhere in the spa. As a Globalist, I received a nice suite upgrade and free breakfast, which were the two benefits that mattered most to me. Unfortunately, other aspects of service were quite disappointing. Reception staff often felt distant and struggled to connect with guests, even those speaking Chinese. The greeting team left my luggage unattended in the taxi area for over two hours without labeling it, forcing me to retrieve it myself—no one even questioned me as I walked away with it. The room was spacious and nicely appointed, but I discovered a serious infestation of flying termites swarming from the bathroom wall. Despite providing photos, staff initially insisted I must have left the windows open (I hadn’t) and seemed unable to accept that the termites were coming from inside the walls. They eventually moved me to a new room, where a very helpful gentleman named Charlie assisted with my luggage. Another low point occurred when I left my wallet in a taxi. Front desk staff showed little willingness to help—spending only a minute or two before saying there was nothing they could do. I had to handle most of the follow-up myself. Thankfully, a bellboy named James He stepped in and successfully contacted the driver to recover my wallet. His kindness and initiative meant a lot and stood in stark contrast to the front desk’s response. Breakfast was a highlight—delightful with many live cooking stations, excellent variety, and genuinely nice service. I would consider staying here again, especially for the location, views, breakfast, and Globalist perks, but I’d compare other options first. Service is inconsistent: while there are standout team members like Charlie and James He who go above and beyond, the general level of attentiveness and problem-solving (particularly at the front desk) fell short of what I expect from a Hyatt property. The termite incident and reluctance to assist with the lost wallet were particularly frustrating. If you value a scenic resort setting, good food, and Hyatt elite benefits, this could be a worthwhile choice—just go in with realistic expectations around service.