I was in Northern Virginia for a week long business trip. I initially booked all 5 nights of the trip at the Hyatt Dulles Airport. After my first night, I knew it was a poor choice. The T.V's are analog (all network channels came in incredibly fuzzy) and the rooms had peeling paint and wallpaper, and were generally poorly kept (read cleaned). Additionally, the sound proofing was shockingly bad. I could hear everything going on in the room above me, and it was almost as if the noise were amplified coming through the vents and ceiling. I cancelled the remaining 4 nights and re-booked at the nearby Hyatt Regency Reston. This property was further from my conference site, but by all accounts, significantly better situated and appointed. I'd like to point out that in all my years of travel for both business pleasure, I have never checked out of a hotel early. The management at Hyatt Dulles Airport didn't seem very concerned about my departure, and my main goal was to leave as quickly as possible.
Also of note, after checking into the nearby Hyatt Regency (2 miles away), I realized that the prices for identical items on the room service menu at the more expensive (per night standard room rate) Hyatt Regency were about $2 less, on average, than than at the Hyatt Dulles. Additionally, the service charge for room service at the Regency was 4% less than at the Hyatt Dulles ($15.00 for a Steak and Cheese sandwich at Hyatt Dulles along with a 22% service charge vice $13.00 for the same item at the Hyatt Regency along with an 18% service charge)
Two days after checking of out Hyatt Dulles, I realized that they had "Authorized" an additional $250 on my credit card. The manager on duty I spoke with attempted to explain it away by saying that they do that to make sure a guest "has enough money to pay for their room" but could not explain why it was for that specific amount. Initially she stated that they authorize $50 per day per guest for possible incidental expenses. When I asked why my card had been authorized $250 for a two night stay, she said that the people who run the cards at the end of the night "Pick an amount that seems reasonable". She was not able to explain the discrepancy between the policy she had previously stated and what was actually authorized on my card. Finally, she didn't seem to think that the fact that the charges had been "Authorized" as opposed to "Charged" was significant. Regardless of the status, two days later the $250 was still sitting on my Citi Bank card as pending. The manager of Hyatt Dulles agreed to contact my card company via fax and have the authorizations released. While she did contact the card company, and did get the majority of the authorizations released, she didn't get them all. I had to call again to have her call Citi Bank back, at which point she was able to fully rectify the issue.
My experience with Hyatt in Northern Virginia has permanently tainted my opinion of their brand and expectations they have of their staff enterprise wide.
Note: To be fair, the manager of the Hyatt Dulles that I dealt with (Kelly) was compliant, and apologetic (after the fact), but it was a case of too little too late. Had customer service and attentive staff been a priority, apologies would not have been necessary.
If you choose to stay at this hotel, I would request a room on the upper most floor (sound).
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 28, 2012
Thank you for your recent review on TripAdvisor. I was very disappointed to learn that you did not have a pleasant stay with us. I apologize about the accommodations you recieved and the noise you encountered during your stay. I understand from our Front Desk that we did try to work with you on property and assist in getting you accommodations better suited to your liking. The charge you saw on your credit card was not a charge but simply an authorization that was made for any incidental purchases you may have made during your stay with us. I apologize if our associates did not explain this correctly and I will follow-up with them to address all of the feedback you provided.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.