I travel for business so I stay in a lot of hotels in a variety of categories from economy to high-end. In a Hyatt Regency, I expect good service, a nice-sized clean room, and a property that is clean and well-maintained. We stayed here in early August 2012 and got none of that. What we did get was really bad service from incredibly rude front desk staff, policies that made no financial sense, and a teeny tiny room that wasn't all that clean.
On approaching the front desk, the staff looked annoyed to have to even bother to check us in. Then, after seeing that we had a prepaid room booked online, they demanded a credit card so they could authorize $50 a day in incidentals. At first, they even refused to explain why they were pre-authorizing the card, then they said it was because there was an unlocked mini bar in the room and we might order room service. (Not sure if an unlocked mini bar is even legal, after all, what if there are underage people renting a room or families traveling with kids who would then have access to alcohol). As it turned out, our room didn't even have a mini-bar.
We requested a luggage cart so that we could move our bags upstairs and were told that we might cause a liability issue by leaving the cart in the hallway, so we were expected to pay the bellman to move the bags instead. There was a refrigerator left in the hallway by maintenance that was there for two days - and they were worried about us creating a liability hazard?
Housekeeping did a minimal job and didn't bother to replace our toiletries a single time even though we were here for 4 days. The left us three towels for a room with two beds, even though clearly both beds were being used. Beds were full size, not queens, and stuffed into a room so small that there was not room for a chair, much less a desk.
Our package came with free breakfast but we did not use it because the coupons said that they auto-tip, which would be charged to our room whether we wanted to tip or not. Given the other service, we figured that the hotel restaurant service was probably pretty awful (and hence why they felt the need to auto-tip). We went elsewhere.
When we checked out, we got the same poor service. The woman at the front desk asked if everything was okay with our stay, when we said that it was not, she just shrugged her shoulders as if to say, 'why should I care?'
There are lots of nice hotels in this area, some much less expensive and which will be more comfortable and provide better service, so while we'll be back next year for our event, we definitely will never stay here again.
Not sure what other rooms are like - I'd recommend you stay elsewhere based on the size, cleanli...
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Providing excellent service is our top priority and we sincerely apologize if your experience was anything less. It is regrettable that the high standards we have in place were not reflected in the experience you shared. We will be sure to reinforce with our team the commitment required to always strive to the highest level of service for our guests. All feedback, positive or otherwise, is greatly important to us, thank you.
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