“Disappointing by international Hyatt standards and a nightmare transfer experience”
During my five night stay at this hotel I was able to get a good feel for it and overall was left disappointed. However in the interest of fairness here is my usual balanced review.
Here's what I liked/the good bits:
The service from the staff in the restaurant and in the conference rooms was simply superb. In the restaurant they were friendly, swift and efficient. In the conference rooms they moved with virtually unnoticeable efficiency. Fresh water, coffee and pastries magically appeared with no disturbance or nonsense during breaks. In fact, they were so efficient at clearing plates during our corporate breakfasts and lunches that often your plate was whipped away while you were still chewing the final mouthful. I had to hang onto my plate more than once when I wanted a second helping of the food as a waiter attempted to whisk it away from me as I was still chewing. Just a little too efficient sometimes! The hotel itself has quite nice decor and is well situated close to Chicago O'Hare airport. In my room, which was of average standard, the shower was hot and the water plentiful. There was a good sized safe in the room and a large TV. I particularly liked the hotel's outside terrace, flooded with sun in the afternoon on a warm Autumnal day and it helped me counter my jet lag very nicely.
Here however, were the not very impressive bits:
I arrived into the International terminal and dutifully called the hotel (as they advise on their website) to request a shuttle transfer. I was told it would be 15 minutes - in fact I was told that three times during the hour I waited and called to chase the bus, which eventually turned up over an hour after my first call. People were coming and going around me and other hotel courtesy buses came past two or even three times whilst I waited, getting quite fed up after an 8-hour flight. To be fair, the hotel offered to reimburse me for a taxi and I finally gave in and walked to the huge taxi queue, just in time to finally see the little pink minibus of the Hyatt whizz by, leaving me to run towards the unhappy driver, pleading "please telll him to wait!" into the phone to the hotel on the other end. Not a great start and had they told me it would be an hour I wouldn't have wasted my time. The hotel driver was grumpy (seemingly at having to come to the International terminal), but soon warmed up as he started his apparently well-rehearsed but nevertheless useful patter. The hotel offered me free Wifi in my room as an apology for the transfer nightmare, but only when I mentioned I'd seen In-room Wifi was chargeable on Tripadvisor reviews. Had they charged me for that I would have felt their customer service was non-existant. Perhaps it was my threat of being in Reception at 3am in my pyjamas thanks to jet lag to do business online with Europe and check emails that clinched it, but thankfully I at last felt welcomed and a valued customer.
My room was a good size, but the decor was tired. There was no electrical point next to the bed, which is not helpful for people like me who use their mobile phone as an alarm clock. There were plenty of towels in the room, but they were thin, scratchy and old. My toiletries were somewhat sparse and not replenished daily. The temperature in the restaurant was also freezing cold, with the aircon turned down so low that I ate my meals wrapped up in a pashmina, despite it being over 30degrees outside.
So, overall I was pretty disappointed as I expect a better standard from Hyatt. It wasn't cheap but I really hope to be able to return to the far superior Intercontinental nearby in future. Such a shame as the photos on the Hyatt website looked so tempting. If you arrive into the International terminal I would strongly advise you get a taxi.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 24, 2013
Thank you for taking time to provide candid feedback on your recent stay. I am delighted to hear that you found the staff restaurant and conference staff to be friendly and efficient. I’m glad that you enjoyed the décor of the hotel, as well as the terrace. I am sorry that you had such an extended wait for the shuttle. I know how important it is to have a smooth transfer to the hotel after such a long flight and I’m sorry you had this delay. I’m happy to hear that the front desk was able to provide you with free WiFi for the inconvenience. I have forwarded your comments regarding your airport transfer to our Executive Management teams so that they can be addressed with our staff. Your comments regarding the room will be considered when the time comes for the next renovation. I hope that you will give us another opportunity to show you the excellent customer service which is indicative of Hyatt.
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Abrea H – A Guest Relations Associate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.