Some good and some bad on my first trip to Hyatt. First, the good! We choose this Hyatt due to its proximity to the big holiday parade. We were sent a notice via email with alternate directions and a notice that traffic might be heavy due to the parade. Valet and bellboys could not have been better! Web check in was a breeze. Highly recommend web check in. Rooms were clean, spacious and nice. Bed comfort was good! We stayed on executive floor which allowed access to lounge which offered cold breakfast, snacks, hors d'oeuvres and both alcoholic and non alcoholic beverages. This space was perfect, well staffed and kid friendly. We had breakfast at Altitudes restaurant and it was delicious! Overall hotel rating was 4
Now the bad. Upon arrival we were told the 27th floor hotel bar "The Peak" was not available as a private party had rented it out for both Friday and Saturday nights. A huge disappointment. After the parade we stopped by the lobby bar for a drink. It was very busy as expected due to parade traffic and a few in our party secured an empty table while another went to bar and got drinks ordered. As we were waiting for our friend to bring drinks back a cocktail waitress arrived. We explained that we had drinks coming and were very rudely told, "I get your drinks from now on." She said this as she was walking away from our table, attitude in tow. I felt bad for 1/2 a second. Had she been nice about it I guarantee we would have tipped very well. Instead, we left after that drink - no tip - and headed back to the executive lounge. Finally, the debacle that is the spa. We had 4 people in our party. 2 wanted massages and 2 wanted pedicures. We called early in the week to get appointments only to be told we would have to be called back with times. That was odd - she was able to take my credit card number but not give me appt times?? She assured me she would call back within 30 minutes. 30 hours later and still no word from the spa. 3 phone calls later we were finally given times. They explained they only had 2 treatment rooms so we would have to stagger treatments. A massage and pedicure at 930 and same at 1030. The first massage went off without a hitch. Unfortunately the pedicure wasn't so lucky. The technician doing the pedicure was also answering the phone, waiting on customers who were walking in and was running late with her 830 pedicure. Finally, 45 minutes late and not close to beginning her pedicure my sister walked out. She was told that someone hadn't showed up for work and that is why technician was doing so many jobs. Unacceptable. Turn the phone off and wait on the person sitting in front of you paying for the service!!! Needless to say we cancelled the rest of our treatments. We had plans for our day and running that far behind on the pedicures would have prevented us from our plans. To make matters worse we were bombarded with phone calls from the staff giving excuses such as "well, we are just a boutique spa" (since when does boutique = crappy service?) to "You did show up 15 minutes early to your appointment so you only waited 30 min not 45."(We showed up early to fill out paper work like they requested). We were even asked if we wanted to go to their off site location (we would have to find our own travel arrangements) and they might be able to accommodate us better there. Sigh - it was such a downer as we were all looking forward to a little pampering. At least my dad had a wonderful massage on his 70th birthday and that is all that mattered.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 6, 2012
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Thank you reviewing your experience at the hotel. I appreciate your comments on the staff and your arrival. We try to make sure that the all of our arriving guests are aware of the parade and I am glad that are attempts were successful. I am sorry that your experience at the Spa did not meet your expectations as this is not one of our standards. I hope that you will give us another shot when you are in Denver to prove we are more than ordinary.
Hotel Assistant Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.