Hotel appeared to be popular and pretty constently full, as such I received the impression that they were comfortable and just stopped trying to please guests. No one was rude but my expectation is that staff would make the extra effort to please...
@ check in both names were added to the folio. Phone calls for the second guest were transferred to an unknown voice mail box and messages were not received.
We went to the hotel restaurant upon arrival (after a 5 hour flight) looking for the others in our group. We were fresh off the plane and not in business clothes. Upon entering the restaurant a waiter gave us a head to toe gaze (I think he was sizing up our tip potential) and turned his back on us. He didn't offer to help, get the host, or seat us. Just a gaze and back to his task at hand. We found our party by walking around the dining room.
An important fed ex package was expected for guest #2. Told the desk ... to be sure that it was accecpted. Desk explained that package would come to the back, be delivered to desk and a message light would be on in the room. Upon our return to the hotel, message light was on..package was at desk. We went down. Clerk said it was in the back and she would have someone send it up. I think she thought it was a service.. but actually it was more of an aggravation. We left and came back in a few moments and the package had magically appeared.
Guest #1 went to the entry and tried to engage the doorman who was chatting with a cab driver. Cab driver made eye contact but no attempt was made to connect guest with doorman. Eventually door man came over.. tried to get a cab (next one in the cue) to come and do a pick up. He was unable to do so and left to go into the building (we are talking about cabs across the street!) with no word. I negoiated with a cab doing a drop off for a ride when two hotel employees rushed out and nixed my negoiation and secured the next cab in the cue. As I was in a hurry, this was a huge waste of time.
Room.. housekeeping was pushed and too busy. My heart goes out to the staff, but, details were not attended to.. one hand towel, up to the last day when two appeared. Bed was not made the same way twice, only once did we get the breakfast room service door card.
Hotel web site says robes, flat screen tvs and internet. Internet is for a fee, no robes (upon request housekeeping brought them up) and room had a standard TV.
Health club has a lovely pool and hot tub.... open Mon - Thur 5PM to 9 PM. Not exactly guest friendly.
The most challenging aspect of the property is the slamming of guest room doors. Jet lag and the noise of automatic door closers prevented us from any blocks of good sleep.
As I said at the start.. it felt as if they just didn't really care. A nice hotel stay is in the details and service. The Hyatt fell short.