I'm glad some other reviewers had a good experience at this hotel, but my husband and I found the service to be poor, although the room was lovely and very comfortable. Our booking included breakfast and access to the gym, but the clerk either did not see that aspect of our booking or chose to ignore it as we had to 'convince' her of what our booking included. After getting our names and swiping the card (which was all she wanted to do), and finally acknowledging our other perks, we had to ask "Where is the gym? What are the hours? (I know it's in the room guide, but still, this was a pricey Hyatt Regency booking here). Do we need coupons or vouchers for breakfast? Yes? Well, where are they???" I came here from Japan where the level of service is so high you never have to ask those questions. And for 265$ a night in crappy Reston? I shouldn't have had to ask. She finally handed over the coupons for breakfast.
At b-fast next morning, we handed over the coupon and were told "the buffet is over there." While we were eating, a staffer comes to our table and says, "we have to charge you for those scrambled eggs. They are not included in your breakfast." The fine print on the coupon said our breakfast is "continental," (no further explanation) which according to the staffer meant "no hot food." The staffer agreed not to charge us that time. So we made due with their crappy continental breakfast.
Then we needed to extend our stay (this was not a vacation for us). My husband went to the front desk, and the clerk said they were booked solid. We checked online and there were plenty of openings and we extended our stay. This is not the clerk's fault, but Hyatt management's fault. If someone is standing inside the hotel speaking to the clerk, then that person should get the definitive word on whether or not a room can be booked.
Hyatt needs to shape up.