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“Poor customer service” 3 of 5 stars
Review of Hyatt Regency Reston

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Hyatt Regency Reston
4.0 of 5 Hotel   |   1800 Presidents Street, Reston, VA 20190   |  
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Bed & Breakfast for Two
Ranked #3 of 4 Hotels in Reston
GreenLeadersBronze level
1 review
“Poor customer service”
3 of 5 stars Reviewed July 28, 2013

Me & my family reserved two rooms at this hotel for N.A.M Pageant weekend. They hotel tried to over charge us they didn't give us the pageant rate & when it was time to check out they'd tried to charge us more money. After all was said & done we ended up talking to a manager who told us he couldn't change the rate then after a dispute he finally did Atleast that's what we thought until we got home & found out the hotel tried to charge our card again on 3 different accessions for 3 different amounts, Lucky for us we had used a prepaid card so the extra money that they tried to take they didn't get! & to top it off they didn't give us any clean linens until the night before check out. The only person that seemed to be truely concerned was a front desk clerk name Crystal, She was very friendly & tried her best to get to the root of the problem. Miss communication was the root of the problem & the dumb manager that screwed up our check in & the other dumb manager that acted like he couldn't fix the problem & then tried to recharge the card after we had already checked out of the hotel. Signing off as a very pissed dissatisfied customer who should take y'all to court for illegally trying to recharge my card after we had checked out & thought everything had been resolved!!!!!! :-( Poor management & customer service. Y'all need to hire some friendly staff & fire all the clerks & mangers except for Crystal she was the only concerned front desk clerk

  • Stayed July 2013
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ray M, Director of Sales at Hyatt Regency Reston, responded to this review, July 31, 2013
Dear Intele,

I was saddened to hear your review. Upon investigation, yes your rate was not originally booked to reflect the event discount. Once you brought the issue to our attention, it was corrected immediately by Sam and Crystal. The experience you present in your review is not consistent with the excellent level of care and service that we show to hundreds of guests daily.

Nevertheless, your candor is appreciated and I apologize for any confusion. It is our hope that you choose us again in the future.

Enjoy the rest of your summer
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411 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (80)
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English first
Baltimore, Maryland
Senior Contributor
35 reviews 35 reviews
10 hotel reviews
Reviews in 14 cities Reviews in 14 cities
13 helpful votes 13 helpful votes
4 of 5 stars Reviewed July 25, 2013

I attended a ballroom dance competition here and thought the hotel was very nice, clean, and well maintained. I cannot speak for how the rooms were as we did not stay overnight. The ballroom was beautiful and the lobby was large and open, full of natural light. Parking is via garage. There is a lot of walking/shopping opportunities right around the corner from this hotel. You will have plenty of places to eat and shop. This is a good choice to use if you would like to spend some time at the nearby Air and Space museum in Chantilly VA.

  • Stayed July 2013, traveled with family
    • 4 of 5 stars Location
    • 4 of 5 stars Service
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Ray M, Director of Sales at Hyatt Regency Reston, responded to this review, July 29, 2013
Dear Typs4U,

Thank you for your favorable review. Glad you found our hotel to your liking. We enjoy hosting the dance competition every year.

Please come & visit us again soon.

Regards,
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Cary, NC
Senior Contributor
37 reviews 37 reviews
17 hotel reviews
Reviews in 16 cities Reviews in 16 cities
36 helpful votes 36 helpful votes
5 of 5 stars Reviewed July 23, 2013 via mobile

We recently spent two nights in this hotel. The location is very convenient to shopping, restaurants and the airport. The room was immaculate and a good size. As we generally find in Hyatt hotels, the staff was professional and very helpful. They are always available to assist with any problem or question you may have. I would definitely recommend this hotel.

  • Stayed July 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Ray M, Director of Sales at Hyatt Regency Reston, responded to this review, July 24, 2013
Dear Jerseysandy,

So glad to hear you enjoyed your stay. Thanks for your business and glowing endorsement.

Rest assured your feedback will be shared with our associates!

Warm regards. We sincerely hope that you visit us again soon
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Charleston, West Virginia
Senior Contributor
39 reviews 39 reviews
32 hotel reviews
Reviews in 31 cities Reviews in 31 cities
20 helpful votes 20 helpful votes
4 of 5 stars Reviewed July 23, 2013 via mobile

Stayed at this hotel for a business conference. Very convenient location with plenty to do in the area in the evenings. Courteous and professional staff to handle all our needs. When back in the area, I will definitely pick the Hyatt Regency again.

Stayed July 2013, traveled on business
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Ray M, Director of Sales at Hyatt Regency Reston, responded to this review, July 24, 2013
Good day Mike F,

Very glad to hear our property and location served you well. Thank you for your endorsement and for your business.

Your kind comments wil be shared with our staff.

Yes, please come visit us again.

Regards,
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San Francisco, California
Senior Contributor
26 reviews 26 reviews
19 hotel reviews
Reviews in 18 cities Reviews in 18 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed July 22, 2013

Stayed two nights in this well-represented Hyatt property. Rooms were clean, comfortable, and relatively quiet. Excellent food in Tavern64 restaurant. Convenient parking, local shopping, and airport access. Will definitely consider on future trips to the Northern Virginia area.

  • Stayed July 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ray M, Director of Sales at Hyatt Regency Reston, responded to this review, July 23, 2013
Dear myangsf ,

Thanks for your endorsement of our property. Excviting to hear that you enjoyed our resttaurant, service, and location.

Your business is appreciated. And yes, we sincerely hope that you choose us again in the future.

Regards,
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Roanoke, Virginia
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 of 5 stars Reviewed July 21, 2013

We stayed over for one night after our flight home was cancelled. The airlines paid for it but I would easily stay again. Wonderful hotel and good nights sleep. Would highly recommend. Only around 6 minutes from Dulles airport.

  • Stayed July 2013, traveled with family
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ray M, Director of Sales at Hyatt Regency Reston, responded to this review, July 22, 2013
Good day Leslie C,

Thank you so much for your favorable review. Glad to hear you enjoyed your stay.

Please come visit us again soon.

Regards & enjoy the rest of your summer
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New York City, New York
Contributor
17 reviews 17 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed July 14, 2013

We spent just one night at this terrific hotel. Located in the Reston Town Center it is surrounded by great restaurants and every shop you can imagine. The hotel staff is the best. The lobby area is very attractive and inviting. The room was immaculate. Nothing out of place and very, very clean. Had all the usual amenities, including toothpaste, just in case, and a great blow dryer, not one of the "in the wall" ones that don't ever seem to do the job. Taverna 67, informal restaurant in the hotel, had a great breakfast menu with a very courteous staff. Overall, very impressed! Will definitely be back.

  • Stayed July 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ray M, Director of Sales at Hyatt Regency Reston, responded to this review, July 15, 2013
Dear JeanOreilly,

We so appreciate your business and generous comments on your experience. Great to ehar you were happy with our hotel, service, and location. Your feedback will be passed along to our staff, with gratitude.

Please come back & see us soon!
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Additional Information about Hyatt Regency Reston

Address: 1800 Presidents Street, Reston, VA 20190
Phone Number:
Location: United States > Virginia > Fairfax County > Reston
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #3 of 4 Hotels in Reston
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hyatt Regency Reston 4*
Number of rooms: 506
Official Description (provided by the hotel):
Beautiful four diamond property located in the heart of Reston Town Center. 2004 $8.2 Million dollar guestroom renovation. ... more   less 
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Also Known As:
Hyatt Regency Reston Hotel Reston
Reston Hyatt Regency
Hyatt Reston

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