We stayed for 5 nights in August. Never experienced such lack of service from a Hyatt before this stay!! Without exception, it seemed like the people who worked there were just dropped into the business with no training and no interest in learning. First of all, the concierge had no idea of what was happening in Austin. When we arrived, we were looking for a good spot to get some food, drinks and hear some music. The concierge grabbed the piece of paper that is printed showing live music and then said we were out of luck at that time. She circled some of the restaurants on the sheet and said she didnt know if they were open or serving food at that time. When I am in a new City, I like to rely on this person the first few days, for some local tips. She advised the typical tourist traps for food and music. Very disappointing. We finally got some ideas from others we encountered while out and about. Austin has so much to offer, great local spots, but those were never mentioned. Enough said, do your own research. AVOID the places on a preprinted map. Next up, we rented bikes. At $10 per hour, per person. Wanted to go out and check out the area. Asked if there was a nice breakfast place we could ride to..uh, no. Ok, fine. Out we went. When we were half way downtown, I looked at my husbands bike, and the tire was so low, I was afraid we wouldnt make it back. So, back we went. The concierge's response: oh sorry, Ill get you another one". We spent a good half hour returning the bike for a new one and never got one offer to reduce the price. At that price, I would assume the bikes would be well maintained. Pass on the bike rental, unless you do it off property. Next up, a stop at the lobby bar. Well, after waiting a long time, and watching the bartenders and servers huddled and talking, ignoring patrons, we had to yell over to get their attention. Had a beer, wanted another. Ooops, have to yell to break up the huddle again. A person who seemed to be a manager walked up (oh good, this will curtail our lack of attention, right?) No! That person proceeded to join the fun. The bar full of customers was ignored. We went there the next afternoon. It was worse than the day before. It was as if the customers were interupting their party. No to mention, when we ordered a beer, we were told that the manager forgot to order that one so it was not available. Hmm, the people next to us ordered a drink and were told they were out of that brand too. Really? Out of liquor at a bar? Is there no system in place for that at a Hyatt? Oh, so their answer was to try to "comp" the drinks. Isnt that a great way to reduce profits? I dont want free drinks, I want what I ordered off your menu? We usually spend a couple hundred dollars a day on food and beverage when we are in a hotel. At that point, we vowed not to spend one more dollar. You lost a good $800 in just that! Oh, and speaking of food. The first morning we went to the Southwest Bistro for breakfast. The place was empty. We walked in and asked the gal (in filthy dirty clothes) for a window spot. Sure, she said. Then proceeded to walk us to a middle table. There were 5 open tables by the window, all dirty. Instead of saying "let me have someone clean one for you right away", she said, well, Ill have to get one cleaned and sent us away. We went away, far, far away. Once again, a big loss of money due to lazy employees more focused on themselves than the customer. We didnt spend one more penny there. This was a hassle, to go out for drinks and such, but we are not people who reward that behavior. On vacation and waiting on ourselves? No thanks. Oh, how about the pool service? Well, the day we attempted to order a beer, we were told "we only 2 kinds out here". We were the only people there, you can't go into the bar and retrieve what we want? Skip it. Done.The pool was so dirty we didnt want to get in. I guess it seems picky to expect attention and service, but there are a lot more hotels nearby, who may actually want customers. The room was nice, the location was good. The maid service was good, prompt. Bed was comfortable. Front door people were friendly and helpful. Beyond that, spend your money at one of the other Austin hotels in the area, there are many.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.