Regrettably, we only stayed here one Sunday night on this trip. We love this resort because of its relaxed elegance and great staff. The experience this time started out on the wrong foot, however.
We had just finished a two day long bike ride and had made a reservation here for a ground floor suite facing the pool/jacuzzi area and a confirmed reservation for dinner at 6:30 p.m. at the main restaurant, Stories. But despite our requests, we were assigned a room some distance away, facing the sunset, and the room was 95 degrees. Also, Stories is closed on Sunday nights, so our dinner reservation could not be honored. Then the valet guys managed to set off the security alarm in the car and could not turn it off. All this came up in the first 15 minutes. We had stayed here before and all this was like Twilight Zone stuff compared to our last several stays. Plus we were exhausted from the weekend, sunburned, and just needed to chill out.
But, the hotel manager, Samantha, and the food & beverage manager, Courtney, came to the rescue with elegance and style. We had already unloaded all our stuff and bike gear in the room and didnt want to move, so Samantha offered us a deal on the room rate and points that we could not refuse. Then Courtney found a way for us to get food from the cafe restaurant, FireWheel, that was similar to the menu from Stories, delivered to our suite, where they served us dinner, which we paid for as we had expected. (Filet mignon, etc. - some pretty yummy stuff.) When it was delivered, there was a bottle of champagne and chocolate covered strawberries included at no charge along with a handwritten note from Courtney. The servers were polite and totally professional.
We were pretty amazed. What started out to be a rocky experience turned out to be a really nice experience.
Like everyone, we have stayed at hotels where the staff was either incompetent or insensitive. But if you travel enough, sometimes things just don't start out well for some reason. In my opinion, the measure of a great place to stay is how the staff responds when it is clear they made a mistake. This time, the Hyatt staff at Lost Pines responded elegantly and with style. It is clear that they know what they are doing and they genuinely care about their guests.
Thank you to everyone at the Hyatt for making our stay a great experience.
We highly recommend that you consider staying here the next time you need some pampering also.
Lots of good rooms all over the hotel, but we prefer the south wing facing the lake and the pool.jac...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you so much for reviewing your stay. We deeply apologize for the missteps you experienced upon checking-in, and hope that you know that this is not our standard of service. We are delighted to know that Courtney and Samantha were able to recover these mistakes and provide you with a relaxing and comfortable experience. We will share your review with the resort, and let Samantha and Courtney know that their efforts were appreciated. We are honored that you chose to unwind after a long weekend at Hyatt Lost Pines, and we hope you will return soon. Congratulations on completing your ride, and thank you again for staying with us.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.