So-we've stayed at this property on several other occasions-& thought we would try celebrating New Year's Eve at the property, along with our children. To begin with, there were issues with booking our room. While on the phone with Hyatt, booking the last room of the type that we had requested, some computer glitch supposedly allowed someone else to book the room as our rep was taking our card info. Because we booked using our Hyatt Gold Passport membership, we were told by Hyatt to request a complimentary upgrade to a waterfront room on the 6th floor, as well as club access We have stayed on the club level, & used the club on other occasions, & must say that we were less than impressed by what they had to offer-was definitely not worth paying the extra amount for club access. Their various hours for various foods & restriction on children may have good intentions, however, if I am paying for club access, it is ridiculous to be restricted from the club if my children are with me during certain hours. Are we to hire a babysitter so that we can enter the club room?
Upon check in, the girl at the front desk saw that there had been an issue with our reservation, yet initially refused to get help to rectify the situation. It was at my insistence that the front desk manager was called over to fix the issue. I was then told that they were at maximum capacity for club access, but that the next day was not-& to call down in the AM to make sure that we were given club access, & to make arrangements to have our room key adjusted. When we called down the next day, we were once again told that the club room was at maximum capacity. The level of incompetence at the front desk was beyond aggravating. We were given the excuse that it was a very busy week for any issue that came up. You're a supposed resort, your staff should be equipped to handle any issues that should present themselves during busy times. I contacted the general manager, who was on the property at the time, & he was able to rectify the issue, which was very much appreciated-& this should be noted.
We did not like the insistence of the staff to make dinner reservations for NYE. We said no at least FIFTEEN times to various people-including calls made to our room as well as our cell phones. We had arrived 1/2 hour early, & our room was not ready-so we were directed to the lounge. The lounge was filled with people, many with luggage, which would make it seem that many rooms were not ready. Service took forever.
During the day on Year's Eve, the pool area was so completely crowded, that even our children wanted no parts of it. The people who were attending to the poolside snack bar were beyond rude.
Many families were waiting for tables at which to eat their food, but class acts such as the mother in jogging gear with her feet (sneakers on) on the table, hat over her eyes, & looking as if she was sleeping, took up tables meant for about 6. While the behavior of children is not the management's issue, it's worth noting that while waiting in line to be served by the pictures of misery behind the snack stand, we, as well as our children, were knocked in to & pushed through several times by other children & adults-& not one had the manners to say excuse me or sorry.
Our plan was to quietly make our way to the hotel-planned New Year's Eve party after having a quick bite in the club room. While we had been in the room earlier, some rather pushy other guests were making it a point to tell the club room staff how important they thought they (the guests) & that they would be needing the largest table for themselves & some friends later that night before heading to the party. We thought that this was a signal to make sure that we got to the club room early (especially after the kind staff gave us a heads up about how crowded Christmas Eve had gotten).
When we arrived in the club room a few hours later, there were only 2 other families, who left for their dinner reservations not long after we had arrived. The staff is always wonderful, &, in addition, We had the club room to ourselves for almost 3 hours, before heading to the party.
The idea of the party was great. There was a room of large bounce houses next to the ball room, where there were a few bars set up, DJ, decorated tables (not enough seats for as many guests as who had paid to be there), several dessert tables & 1-2 ice cream stations. Oddly enough, initially-anyone with a drink was not permitted to enter the hallway that contained the entrances to the party areas-this was strictly enforced for about an hour-then that rule seemed to have disappeared. Just as a huge wave of people entered the party (most of whom were those that had just finished with dinner elsewhere on the property), the ice cream & desserts were quickly packed up & put away. That was kind of annoying because my kids wanted ice cream, & we told them to wait a few minutes-the next thing we knew-all of the desserts were on their way out. I saw another child ask for ice cream, one of the staffers replies "sorry-we're closing it up for the night". Nice. The rest of the night was a good time.
All of the talk about making reservations made us think that perhaps we should double check with the front desk to see if we needed reservations for breakfast. Sure enough, we were told "absolutely, yes". I was transferred to the restaurant, where I gave reservation information to the person who answered the transfer-was even asked about food allergies. When we arrived at breakfast, we were told that they did not accept reservations for breakfast. Uh... Huh...who had we given all of that info to-who had asked us about food allergies, & if we needed a booster seat? Upon checking again-the maitre d saw the info that someone had written down for our "reservation" then said "sorry-she didn't know that we don't take reservations". Indeed.
The breakfast buffet has become sad (fruit was mushy, items meant to be warm were cold) & even the lady at the omelette station was crabby, becoming agitated when someone would ask for more than the paltry amount of ingredients that she sprinkled in to the omelettes.
We were all sort of...happy to be leaving-though we had all thoroughly enjoyed the peace & quiet that we had before going to the party. The location of the hotel is lovely. The new spa is a much needed improvement. The coffee/gift shop really needs some new gift items, a better selection of tshirts & sweatshirts, as well as other tasteful souvenirs. Rooms appear to be clean.
For the most part (I said most, NOT all), this was a crazed, stressful, manic, sometimes miserable experience. I gather that it was because "it's a really busy week". I hope for their sake, the "resort" (using that term very lightly) listens to the suggestions of its guests, or those busy weeks will be fewer & farther between.
At this point, I much prefer to be a marina guest.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.