Had a 3-night stay at the Hyatt Grand Cypress over New Year’s weekend. Below is a summary of various aspects of my experience:
Pre-arrival: I have a habit of emailing the front office manager prior to arrival to highlight my reservation and ensure that special requests are known (e.g-preference for high floor in a quiet location). As Hyatt Platinum members I also ask for upgrade (if possible), a request that has usually been met at other Hyatt properties. Since it was a holiday weekend I had little hope of getting an upgrade, but it never hurts to ask. At minimum I expected to get an acknowledgment of an email that I sent to the Front Office Manager, Natalie Bronkema, three days prior to my arrival. I had to send this email to her a second time after getting no response. When she failed to respond to the second email, I called her directly. The first thing she said was, "I never saw your email because I haven’t checked them for two days". She searched her mailbox, found the email, and said she'd personally monitor my reservation and make every attempt to meet my requests (this phone call cost me at least 25 dollars for the few minutes we spoke as my family and I were in the middle of the Atlantic returning from a 2 week Caribbean cruise and phone rates are quite high). I told Ms Bronkema we wouldn't be arriving at the hotel until 6 PM which she said made it easier to get the kind of room we were requesting.
The next morning we got off the ship and drove from Ft Lauderdale to Kennedy Space Center. Around 2 PM I called the front desk to check on our room location. The woman I spoke to at the front desk said we had been blocked into a room on the 7th floor in a quiet location facing the pool (which is under construction and not a pretty sight). I reminded her that I had spoken to Ms. Bronkema about getting a room on a high floor and asked how many floors the hotel was. She told me there were 18 floors in the hotel and that the 7th floor was considered a "very high floor". Her response seemed ridiculous and she was not particularly interested in trying to move us higher. I asked to speak with Ms. Bronkema who seemed to have no personal knowledge about which room had been blocked for us despite her assurance the day before that she would monitor our room allocation. I expressed my annoyance with the front desk's response (which she did not apologize for). She said she would work on trying to get us higher since rooms were still being cleaned. Around 5 PM I called the front desk and spoke to someone (a male) who was somewhat hostile and flatly refused to tell me what floor we were on "in case we have to move you again prior to your arrival"-another ridiculous response from the front desk.
Check-In and Room: We were assigned room 1134 which is a nice room on a high-enough floor, but the room had an unpleasant perfumey/musty odor to it. Surprised to see there was only a shower stall and no tub in bathroom (was told there are only 2 rooms in hotel that have tubs). Check-in clerk was friendly, but failed to explain benefits/location of Regency Club until I reminded her that we had a Regency Club room. She said that as Platinum members we could get a newspaper of our choice delivered each morning and I asked for the New York Times. The next morning, found out they won't deliver that paper and that I'd have to get it in gift shop myself and that they would then reimburse me. Two mornings later I walked by 2 rooms that had the NY Times in front of their door!
Despite inconsistent encounters with front desk, I’d like to say a special thank-you to Barbara who was able to get us a late check-out on the day of our departure (4:30 PM) after the on-duty manager the night before (Kenneth) said that the best he could do was give us a 12:30 P.M. check-out and the use of a “parlor room” for showering after the pool. Barbara was not only helpful but had a friendly and accommodating manner which many front desk staff seemed to lack.
Concierge: They send most guests to Johnnies or the Italian version of that same restaurant chain. The food at Johnnies was gross (like a high-end version of Red Lobster). I’m sure the concierge gets some kind of kick-backs for this.
Valet-If you ask for a taxi, they'll send you to one of the Town Cars they have waiting at the front entrance without telling you that they could also call a metered taxi, the cheaper option. I was annoyed that I was not given the option until I asked.
Regency Club-Nice breakfast spread in Regency Club lounge located on 12th floor with friendly/accommodating staff.
Cascades: This restaurant provided decent (not great) food with very slow and uneven service. We ate there twice. Sushi-bar was good. On New Year’s eve they comped our entire meal because of how poor the service was (e.g., 45 minute wait for the first course). To their credit, however, the Maitre D responded appropriately and we were appreciative of their attempts to allay our frustration and annoyance with the whole experience.
Fitness Room- Was not notified that the Health club was under renovation. Instead, they took a tiny room off the lobby area and stuffed it with some cardio machines. As someone who goes to the gym daily, I was not thrilled with this option. They should have at least housed the temporary fitness room in a larger room with more space.
Pool- As mentioned previously, the main pool is under construction. Regardless, I enjoyed the smaller pool that remains open, as well as the complimentary non-motorized boats they have for patrons of the hotel.
Final impressions: The physical property was nice and once the pool and Health Club renovations are complete, it will be a great place to spend time with family. There needs to be more training for front desk staff on how to provide more consistent, friendly and personalized service. There were many opportunities for them to shine when dealing with an admittedly demanding guest, yet they really failed the test!
- Also Known As:
- Hyatt Regency Grand Cypress Hotel Orlando
- Hyatt Regency Grand Cypress Hotel
- Hyatt Orlando
- Hyatt Grand Cypress
- Orlando Hyatt
- Grand Hyatt Orlando
- Hyatt Regency Orlando
- Hyatt Regency Hotel Orlando
- Hyatt Hotel Orlando
- Official Description (provided by the hotel):
- Discover one of Orlando's most inviting escapes, Hyatt Regency Grand Cypress. The outstanding array of resort amenities filling our resort creates an amazing retreat for families and business travelers, alike. Play golf and tennis, swim, sail, or treat yourself to a massage. Savor a meal prepared by our renowned chefs – cuisine ranges from authentic southwestern fare to fresh sushi and a sumptuous American buffet breakfast daily. Our family-friendly resort offers an ideal location adjacent to Disney World – kids of all ages will love exploring area attractions. When it comes time to relax, return to our resort, where you always find legendary Hyatt service and smiling staff waiting to welcome you. ... more less
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