I've stayed at many of the US properties under the Andaz brand before and was really excited to see this fairly new addition to the portfolio. I've always been very happy with the concept and this was my first opportunity to show it to my partner so we didn't skimp on the money and booked a canal view room which was one of the more expensive options. On arrival, we were greeted by a young lady who showed us to the entrance hall. To be clear: The hard product of this property is nothing less but astounding. It used to be an old library and it is very obvious that a huge amount of money has been poured into transforming this into a modern luxury hotel. Unfortunately, somewhere on the way they have forgotten to also spend money on the staff and the resulting service as it was nowhere near what I was expecting from an Andaz property: It started at checkin where it became obvious that for some reason, our room wasn't ready yet. Rather than telling us that clearly, we were asked to sit while they "check for the room"- it was around 4pm so perfect check in time you'd expect. After quite a bit of time we finally had been assigned our room and were shown to the elevators. The check in lady was at no point very friendly but she came with us to the room like it's standard at Andaz. We were very disappointed to learn that we had been given a room only on the first floor of the hotel and indeed were almost at street level. I usually get a nice little upgrade as a Hyatt platinum member or at least a room on a higher level so we were fairly disappointed with this assignment but didn't see any scope to argue as it was, indeed, exactly the room category we paid much money for and you could see the gracht- from slightly above sea level. At no point did we get status recognition at all and said check in lady did not ever greet us or recognized us when we walked past her in the lobby during our stay which for Andaz standard is pretty much bad service. But it didn't stop here- service in general was very so so: Several times we wanted to call up about something and guest services was only answered after a lengthy wait on the phone or, worse, one night entirely skipped out of the line without anyone picking up. Upon arrival, the aircon in the room didn't work properly at all so it was far too hot and, as ever so often in hotels, nothing at all happened when trying to adjust the settings. On the phone we were told that someone from engineering would come up shortly to look at it but after about 15 minutes we were still waiting around sweating. After calling again and being assured someone would come look at it, we then suddenly received a phone call that apparently, they had "reset" the air on now centrally. Yes, there was a tiny blow coming now but in the two days following, it never really worked as a proper hotel air con should so we now know why we were given so different information at the time: The air cons most likely are set like this on purpose to save a few bucks on electricity which is bad enough already at a normal Hyatt but seriously unacceptable at an Andaz.
I am used to someone knowledgeable to pretty much pick up instantly which always had been the case at other Andaz properties and is one of the real highlights of this brand. Generally, this particular property seemed to be stingy on staff, at times there was only one or two staff members available in the lobby so it was impossible to ask them for anything if someone else was in the process of checking in or out- nothing in comparison to the legions of helpful staff members who usually wait for you in the lobbies of other Andazes. To top it all off, one evening we asked for some extra bathroom items which we were promised to get delivered to our room and three hours later the were still not there. All in all, a very mixed bag: Great hard product, we loved the pictures and writing in the toilet keeping you entertained and the unusual layout of your room (be warned: if you can't stand your wife or husband, better stay elsewhere as there is pretty much zero privacy and even the sink is in the middle of the room) as well as the great walk-in rain shower and the amazing design of the lobby. However, at an Andaz and at this price level, I expect the same kind of exceptional service as in other properties such as the West Hollywood or San Diego one were I always had such great experiences that I cannot rave highly enough about. Surely, staff is more expensive in Europe but that' Hyatt's problem and shouldn't influence the quality I get as a paying guest. I raised all these issues at check out and got a very apologetic reply but didn't feel very confident about anything really being resolved as low staff numbers are low staff numbers unless you spend significant money to employ a few more which I somehow doubt will happen.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for staying with us and for your very detailed and constructive feedback. Obviously it is very important for me to learn about our guests experiences and therefore I am grateful that you took the time to share your feedback.
The period of August and September is the most busiest in Amsterdam but besides the larger volume of business we should be able to provide the most basic principle of service: friendliness and efficiency. Surely there is plenty of room for us to improve and your detailed feedback is very helpful for this. Particularly, as a Platinum Gold Passport member, you have quite some experience in Andaz but also other Hyatt Hotels. I have shared all your comments with my management team and the department heads and we are working diligently on improving our services.
Thank you again for staying with and I hope I will have a chance to welcome you back.
General Manager - Andaz Amsterdam Prinsengracht
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.