I recently stayed here under the Business Plan rate. The hotel itself is reasonably nice for a business stay. It’s very close to the airport and many nearby offices are easily walkable from the hotel. The room was comfortable and I had no complaints with cleanliness. The in-room safe was not working, and after bringing this to the attention of the front desk (see below) it was repaired. The bathroom is small, but it was sufficiently equipped for a single traveler. The wireless internet service was okay, no issues there. I had the breakfast buffet in the 2nd floor restaurant on two mornings. The food was good, there was a nice selection of both hot and cold foods, and the service was friendly and efficient. I had drinks and a chicken quesadilla in the lobby bar one evening. The drinks were ample, no complaints. The quesadilla was okay, but not really great. I used the shuttle service for a quick ride (and return) to the nearest metro stop. I also used the hotel’s airport shuttle for my return trip to the airport. I did not use the airport pickup shuttle - I waited for 15-20 minutes and never saw the shuttle, and finally another hotel shuttle driver asked where I was going and offered me a ride which I accepted.
I did have a few issues which are related to staff and management. First, check-in was not smooth. I asked the check in agent about the free breakfast and free internet that was included in my rate. She told me that was wrong, neither was included. Only after calling a manager over did they confirm that my rate actually did include these. Second - tooth paste. Aquafresh toothpaste is a common amenity offered by most, but not all, Hyatt hotels. It is a nice amenity that distinguishes Hyatt from most of the other chain hotels, and one that I appreciate when I’m flying to a destination. I checked the room descriptions when I booked this hotel, and noted that toothpaste was an “amenity”. So I was surprised and disappointed when, upon arriving in my room (shortly after 11pm) that there was no toothpaste. I assumed it had been overlooked by housekeeping, but upon returning to the room the next evening I noted there was still no toothpaste. I mentioned this to the front desk the following morning and they apologized and delivered a tube to my room. I also questioned the front desk about the “complimentary bottle of water” that was supposed to be included in my Business Plan rate. I was told that complimentary water was not included, but they would comp a bottle due to the tooth paste issue and the safe issue. I consumed one of the $5 Aquafina bottles of water that evening.
Upon return home, I received a Hyatt survey which I filled out. I was later contacted by email by someone at the hotel. They informed me that the toothpaste amenity was only provided on request. I believe that when a hotel advertises toothpaste as an amenity (along with hair dryer, free local calls, etc.) that it should be present in the room without me having to ask for it (as is the case in every other Hyatt I’ve stayed at, which is a lot of Hyatts). During the email exchange, I rechecked my rate description, and noticed that I WAS supposed to get a free bottle of water each day. I also noticed I was suppose to receive a daily newspaper delivered to my room each morning (M-F). The hotel responded that I was correct about the water, and told me they would remove the charge for the water…..Unbeknownst to me, after I checked out, they billed me for the bottle of water I was supposed to be comped for due to the toothpaste and safe issue….and even though I was suppose to receive a free bottle each day.
Hotel management made no other effort to respond to my complaints other than to tell me toothpaste was only provided on request and removing the bottled water charge.
I would sum this up by saying unfortunately you as the guest will have to understand what is included in your rate, and then verify and insist that the hotel provide it to you. The hotel staff made several mistakes, and I was very disappointed my the management's half-hearted attempt to reach out after my survey responses were received and then failing to acknowledge a number of my concerns, and made no there efforts to address or compensate for the obvious short comings.
For the record, my rate also included "1 free shirt or blouse pressing daily". This was not mentioned or offered, and I did not request it, but this again demonstrates the hotel's failure to both understand their own rate plans and to be forthcoming in delivering the included services.
Again, the hotel generally was a nice place to stay while on a business trip, but the overall service as reflected by management and the front desk were disappointing at best.
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- Also Known As:
- Hyatt Regency Crystal City Hotel Arlington
- Hyatt Regency Arlington
- Hyatt Arlington