I've always had good experiences at Hyatt hotels, and we even got married in one of their properties. This Hyatt specifically though won't even break the top ten of Hyatt properties in my book. If I could, I would probably give this property a 1.5 star instead of a 2, but since I don't have that option, I'm leaning towards 2 since it's not so bad that it only deserves a 1 star.
It didn't start out smoothly from the start. The check in process was amazingly slow. Unlike most Hyatt properties, this one specifically didn't have a Platinum line check in. When it's busy like it was, Platinum line would have been appreciated. For some reasons, during the reservation process, we were booked into two different rooms for the first night and the rest other two nights, so we would have to move on second day, which would have been a real pain. The lady who helped us was nice and assured us she would do whatever she needed to do so we didn't have to move the second night. The check in process took more than 20 minutes because of this issue. It was probably the longest check in we ever had. After that long check in, you would think the issue had been fixed. Unfortunately, that wasn't the case. We got locked out of our room the second night. We were out all day and didn't make it back to the room until after midnight. Imagine the inconvenience when you made it up to your room only to have to go back downstairs to take care of this when it's promised to you that everything was taken care of during the check in. That was one strike!
The room itself was not the cleanest;it was quite dusty, thus allergies galore! The sink still had nasty dark gunk all over from previous guests I'm guessing? In case you're wondering, it was there to stay for the whole three nights we were there. Perhaps most guests don't look at their sinks closely, but I'm OCD so I notice things that really shouldn't be there.
The hairdryer was broken; it looked like someone had dropped it previously so the head didn't stay in place. Imagine trying to dry your hair with a hair dryer that wouldn't stay lock. It wasn't replaced even though I had made it known that the hair dryer was broken the first night.
Whoever okayed the placement of the shower head should have really reconsidered! Sure it's cool that your shower head is on the ceiling, but seriously, it is not the most convenient when you're showering. Imagine all the ninja moves you are forced to do just to get certain parts of your body all washed.
If anyone ever considered booking a suite here, seriously, reconsider! it's not worth the upgrade! We had a suite our first night (thus the whole reservation mess I mentioned earlier) which was an upgrade from my points. I so wished I had saved my points for another property. The second "room" aka suite side of the room was literarily a pull out couch. And the amazing waterfront view they promised us was blocked by all the giants building around.
There's some kind of party our last night there so we went up and down the elevator with some drunk young crowd. Okay, I must tell you that I'm not THAT old and I'm pretty close in age to some of these people, but I was shocked by how some were acting. I saw no securities around! Normally I see securities around during events to make sure things are in control. At one point, there's broken glass or bottle in one of the elevator. Seriously? And the party continued outside our room that night. Drunk people running around screaming down the hallway (another negative: you can hear noises from the hallways). Seriously, where were the security people? We're talking after midnight here, so it's not like it was early during the night where no one was sleeping.
Now, let me get to some positives since this place was not all bad, thus the 2 stars rating:
- location location location. It is in the middle of downtown, so it's walking distance to pretty much whatever your heart desires.
- staff is friendly
- free and very fast wifi <-although this might be due to my Platinum membership though. Not sure if this is for all. Normally, at other Hyatt properties, I get free fastest wifi, but here, I'm only given the standard wifi. If anyone ever considers upgrading to fast wifi, DON'T! The standard is fast that I was able to watch stuff on my iPad. That's usually my test of how fast hotel wifi is.
Now, will I stay here again? I can honestly say I would not consider this hotel at all next time I'm in Vancouver. I keep on thinking about how I wasted my points on this unsatisfying stay. I may check out waterfront hotels next time.
In case anyone cares, I did mention my unpleasant stay when Hyatt contacted me after my stay as they normally do after each stay. Normally, the hotel managers will respond to either positive reviews/criticisms I have over each property, but I haven't heard from them at all in this regards. It sure doesn't make me feel any better about this property.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to review your stay with us. I understand that our General Manager has been in touch with you regarding your stay, but I would again like to apologize for the less than satisfactory experience you had while at our hotel. It is feedback such as yours that allows us to improve for the future. I do appreciate you highlighting the positives of your stay such as our friendly staff and our location within downtown Vancouver. I hope that should your travels bring you to Vancouver in the future, we have the opportunity to welcome you back and give you the experience that you should expect when staying at a Hyatt. Please contact me directly at firstname.lastname@example.org so I may assist you with future bookings.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.