Our trip here was a tremendous disappointment. We'd communicated with the hotel prior to our arrival requesting that our Regency Club room have a working refrigerator (cold, for medical storage), and that it be clean. We were assured in writing that our expectations would be exceeded.
They were not. When we arrived, completely unfresh from 4 days with no power, courtesy of Superstorm Sandy, the room we were assigned had a fridge that was not cold, did not have the promised balcony, and overlooked a construction site that was still working at 9:30 PM. We were moved to a room at the other side of the hotel, but that room had no working electricity on one entire wall, including the wall with the fridge. The third room had a working fridge. Finally. It also had a balcony (broken lock on the balcony door), stained carpets, telephones that crackled, a non-working light on one of the bedside lamps and a showerhead that had pulled away from the wall. Oh, and it was just above that construction site again. Just what you want when you desperately need a sleep and a shower after 4 days in the dark. I would also like to add that every surface that was a bit higher than eye level was not dusted. If you ran your finger along the top of the desk, headboard, etc. -- full of dust.
Of course we reported it, but nothing was done. We were too tired to argue, and didn't want to spoil what was left of our trip by harping on these things.
What did work? The television which was located smack in the middle of the bathroom mirror. That's right. Where my face would be in the mirror was a large black square...and a remote control. That worked PERFECTLY! Of course, I couldn't see to brush my teeth, a small inconvenience when you are paying over $300/night for an executive level room. And at least the windows did open so that we could air out the dusty smell.
The Regency Club was lovely, clean, the snacks and coffee were very nice, and the breakfast was far superior to the one offered in the restaurant. The breakfast buffet at the restaurant offered no made to order items, a disappointment.
There was no spa, the concierge advised me to go to a second floor manicurist at a mall down the street. This is a Hyatt Regency? Really?!!
The staff were all nice and polite, but nothing can change the fact that a traveller has the right to expect a clean room where everything works, and this hotel was not able to offer that to us.
Room 1619 has a sliver of bay view and overlooks the skating rink construction. Room 1622 has a full...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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Thank you for your feedback. We are pleased to hear you enjoyed the amenities on the Regency Club floor. We understand your frustration and please accept our sincere apologies on such a poor experience you had. Our housekeeping team works very hard to maintain the facility and all guest rooms should be clean and fresh. However, seems we fell short during you stay and for that, we are truly sorry. There will be a cosmetic upgrade towards the end of this year and all of our guest rooms will be more refreshed and updated.
Your review is extremely important to us and it will be shared with my management team to review and improve upon. We hope to see you again in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.