My husband and I along with our two very good friends decided to stay at the Hyatt for a birthday/baby announcement celebration.
Check-in @ 2:55pm was faster than expected. Our suite was ready but not the adjoining room. We agreed to share the suite assuming the other room would be ready in a few minutes since it was past 3pm - standard check in time. We were assured the keys would be brought up to the suite ASAP. Our suite wasn't even thoroughly cleaned, there were crumbs from the previous guest in the sitting room area, hair all over the bathroom and the bedding smelled a bit greasy. An hour later we popped down to check on the progress only to be told it wasn't ready.
We hit the pool for some relaxation but this was impossible. There were screaming babies, diving children, and people smoking. The pool was just way too small to accommodate that crowd. We powered through, ordered one round of cocktails and enjoyed the view for about 45 minutes.
After this we returned to our suite as the other room was still not ready and began preparing for our evening at the Regency Club Lounge. We got a phone call from the pool staff saying we had to return immediately because we failed to sign for the drinks. I would like to make it a point to say that we ordered these drinks as soon as we arrived and no one brought anything for us to sign. We took a quick dip in the pool, rinsed off, packed up our stuff and no one ever brought a bill for us to sign - over a 45 minute period. Yet the staff at the hotel had the audacity to demand(and I use this word because of the tone) we return to the pool to sign off. Why didn't they simply bring it up to our room - since it was their error? We decided to grab something to eat and then stop by the pool area to do the needful because when we called to ask the bill be brought to the room no one answered the phone.
At 5:28pm our room was still not ready. When I asked a young man at the front desk, Aneil to check on the status he rolled his eyes at me and said, "What time was it promised to you?"
I assumed that if check-in is at 3pm, the room which I paid for would be ready at 3pm, nothing too complicated in my logic there. He told us that the room wasn't ready but he couldn't say what time it would be available. We asked what could be done for the inconvenience since we were basically 4 adults using one shower and bathroom area since check-in. I am not kidding, Aneil actually glared at me and didn't respond. He grabbed the phone, made a call and never addressed us again. We were left standing there while he tended to other guests.
After a few minutes I went over to Keisha who was also working the front desk and asked if she could check on the room for me. As she was about to make the call, Aneil stopped assisting the guest in front of him and barked that he had already made the call and the room was being cleaned still. Keisha handled the entire situation very professionally and so I did not lose my temper, but Aneil never communicated this to me.
I ran back to the suite to grab a shawl and the housekeeping cart was just parked outside the adjoining room. I have no idea how much longer we would have had to wait had we not asked Keisha to check on it. She was gracious enough to afford us late checkout but that was hardly compensation for the obtuse and offensive way Aneil dealt with us. He spoiled the mood of the evening and the birthday girl was quite put off. Imagine paying for a suite and being treated as such. We were offered buffet breakfast for our party of 4 which we thought was very kind and considered the possibility even though we were entitled to breakfast at the Regency Club as well.
We returned to the pool after dinner only to discover that at 8:45pm the bar was closed for the evening so we couldn't sign the bill. There was a large local family drinking and being very raucous, their children were running around the wet area and when I looked around for a phone to alert hotel staff I couldn't find one. I was about to dry off and head to the lobby to ask for assistance only to find that there were no clean/ dry towels. When I asked the attendant if he would be bringing more he asked me if I expected it right away. Yes, I actually did want it as soon as possible, I was standing there wet and cold. He eventually did replenish the towels at around 9:45pm and the pool closes at 10pm I believe.
The following morning when we tried to check out the breakfast at the buffet area the host at the restaurant left us standing in the middle of the restaurant while he consulted his supervisor about whether or not breakfast was included in our rate. It would have made more sense to seat us, check on the room details and then inform us whether there would be an additional charge but that would have been too tactful. We left and went back to the Regency Club. Not a bad decision because we were kid-free and peaceful.
Everyone at the Regency Club was so polite and gracious that I almost wish I didn't have to deal with any other area of the hotel. The only slightly off-putting thing there was the employee waited until we came in after 12 on Sunday to grab coffee and turned off the machine and began to clean it before our entire group could get some, so my husband and friend were not able to get coffee because the cleaning process was not a fast one. It just seemed like very odd timing. Why wait until people entire the Club to clean the machine? It should be noted that when we walked in she was sitting at the computer quite relaxed.
While most of the hotel was very well kept and clean it should be noted that the lobby women's bathroom needed a bit more care. For our entire stay there were questionable stains on a stall door that were never cleaned.
Would I recommend the Hyatt - probably not. Apart from these isolated experiences the service was quite good but I do not think that it is too much to expect quality service throughout a weekend stay when booking a suite at a hotel of this calibre.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.