I recently stayed with my wife at the Hyatt regency in Aruba 2/3/2013-2/8/2013. The hotel and facilities were quite nice. Unfortunately we were affected by the big storm that moved its way into New England, and a dream vacation was transforming into a nightmare. The response of the Hyatt staff during our time of need was unacceptable and worth mentioning today. The staff was completely ill prepared to handle the call volume that ensued as many displaced guests scrambled to find a way home and a place to stay. Not one staff member seemed to be interested in helping those in the lobby who struggled to find resources required to find their way home. Rather than problem solve, they resorted to excuses. The room rate to call out was $1/min and the average call wait was 35 min to one hour. In our case, we spent over three and one-half hours trying to resolve our traveling crisis and rebook our flights. It appeared to be more economially opportunistic for the Hyatt than truly helpful to the stranded guests.

The concierge desk was lazy and unmotivated to problem sovle as was the case with managment. Their behavior was abrasive and insensitive. Not a single Hyatt representative attempted to proactively accommodate guests by making resources/information available such as phone and Internet. I'm appalled that the guest services manager attempted to placate guests ONLY after the damage had already ensued, and tempers flaring. At that point, only a bitter distaste for the establishment permeated. The apoligies after seemed wholly disengenuous.

The Hyatt corporation would be well served to have quarterly sensitivity classes for their staff, particularly at the Hyatt regency in Aruba. Poor leadership and problem solving abilities. Poor customer service overall. I expected much more!!!!

This hotel has NO ability to help distressed travelers and their employees lack plain old common sense. This was our second stay and a complete disappointment. We were there during the Noreaster that grounded many, many guests. The concerige and guest services manager would not open up an additional phone line so that guests could call airlines and rebook. Nor would they help us with any alternate plans. In convo with other guests- same sentiment- concerige is LAZY.

Our room was ok except for the toe nail clippings on the rug- not ours. Hello vacuum???

If you want to sleep in and go to the beach on your vacation- you cannot here. You must get up and reserve a spot with an umbrella for beach or pool. The line forms at 630 am! Dont be late! You can of course pay extra if you want!

The wifi price and coverage was ridiculous. If you have a sick child at home, need to reschedule your flight or communicate for any business need- forget about it. This is 2013 - wifi should be FREE and FUNCTIONAL.

We wont be back and eagerly await the Ritz Carlton-- where serice and customer satisfaction is of concern. Hyatt Aruba- get ready for competition.

We stayed at this hotel the last week of January for 8 nights.
I am writing this review because I am tired of hotels taking advantage of people at check out with ridiculous hidden fees.

Here is the breakdown on this hotel :

• Is Aruba amazing : YES
• Is the hotel location excellent : YES
• Is the property beautiful : ABSOLUTELY
• Is the service great : YES

Here is my problem. People are paying a HUGE amount of money per night in the high season and this is what they get on top of that.

• Resort Fees : $50-60 a day
• Room Service Fees $4.50 per day (this is a first ?)
• Baggage handling fee $15 (this is first ?) - And it does not matter whether you use a bellman or not - You're gonna pay Buddy anyways. We brought our luggage to the room and they still had the audacity to charged us.
• You want a hut in the shade on the beach. You better be in line at 6h30AM (what a vacation...). Oh you want to reserve one ? No problem $35.
• And the list goes on and on. Expect 5-6 charge lines per day under your hotel nightly fee.

It's a beautiful hotel and location, but their financial goals off each customer are out of line.

Just returned from another glorious week in Aruba. We have been coming to Aruba on and off for more than 35 years. Over the years we have stayed in many hotels, but the Hyatt is definitey our favorite. Perfect location, beautiful beach and extraordinary staff. We have stayed here for over 15 years, usually at the end of January. So many of the staff have been there for more than15 years, so it is like coming home. Wonderful warm receptions. The weather is wonderful, warm with tradewinds. We love the tents on the beach. Two lounges under the tent, two on the beach and you are set for the day. You can even have your lunch on the beach. We will definitely be back next year.