We stayed here one night in December 2013 while visiting Denver for the holidays. We found a fantastic room rate for the hotel; certainly, for the rate we booked, the hotel offered a superior facility.
The hotel's location was good for exploring downtown Denver. The property seemed to have been recently renovated, and the public spaces and rooms had great decor--very modern without being cold, regionally appropriate without resorting to kitsch. We had access to the Grand Club and were impressed with the morning and evening options. Family stopped by and we had a nice experience in the lobby bar.
I used a Diamond suite upgrade with my Hyatt Gold Passport membership, so we were booked into very nice suite. It was quite elegant, with a larger sitting room and great bedroom. The bathroom was also great.
So, the stay impressed in terms of the quality of the hotel's facilities. Where the stay did not impress was with service:
--Housekeeping: early in our stay, crumbed-up food was next to the elevators on our floor, probably left their by a guest. Quite shocking to see that same food still there nearly 24 hours later despite multiple staff members passing throughout the floor. How about some ownership?
--Late check-out: at check-in, we were asked if wanted 4p late checkout (a Diamond benefit); we did, and the agent coded our room keys so that we could get into our room after the standard check-out time. Great. We put on the do not disturb sign and planned to leave our room at 4p. Imagine our surprise when, at 3p, a housekeeper incessantly banged on our door until we answered, and then rudely inquired when we would be leaving, rolling his eyes when we explained it would be at 4p.
--Incompetence at front desk. Upon check-out, we encountered an employee-in-training who was not ready for "prime time:" she could barely work the computer and had poor service skills (eye contact, etc.). We were presented a bill for a room rate hundreds of dollars higher than the one booked--the result, I think, of confusion about the Diamond suite upgrade. She was in over her head and called over another employee; confusion ensued in which I had to dig-up the original confirmation, e-mail it to the staff member, etc.--throughout this 20+ minute process, NOT ONCE was I offered an apology for the mix-up, the delayed check-out, the staff member's lack of skill, etc., until I complained.
I will say that, upon complaint, management was very responsive and took care of the issue to my satisfaction. It was evident the issue was taken seriously. That said, the issue set should have been avoided entirely.
I left the property with a less-than-nice taste about how everything played out and will look to other properties (including the very nice Hyatt Regency near this hotel, where I've had flawless service) on future visits.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for staying with us in Denver and for your loyalty to Hyatt. It was wonderful to hear that our new renovation made such a favorable impression on you and your family. And, although we are very proud of our new space and accommodations, we do take equal pride in providing exceptional and welcoming service. I sincerely apologize that this is not what you experienced this during your stay.
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I appreciate your taking the time to tell us about your complete stay so that we have the opportunity to improve our service and staff training for future stays.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.