I had a terrible experience at the Hyatt Regency on the night of Nov 7, 2012. I can overlook the slow elevators (at least it's because they are upgrading them). However, there are serious issues that can never be overlooked. I was first able to get into my room around 5:30pm. About 30 minutes later, I received a phone call in the room from the Manager, asking for me by name, saying there was another issue with my credit card (there was some confusion when I first checked in). I was already heading out, so I said I would head to the front desk, which I did. There I learned that there was no issue, and then asked about this 'manager', who turned out, didn't exist. Switchboard confirmed that they had transferred a call, somebody who asked for me by name - violating company policy to start.
Realizing this was a ploy to get me to leave my room, I quickly turned and returned to my room. Everything was still there...which I took, and then returned to front desk to get a new room. After some hemming and hawing, I was given another room. While housekeeping had obviously been there (bed was made, etc), the room was disgusting. There was dried urine on the toilet seat and on the floor in front of it. The TV remote was covered in a mix of dried 'stuff', and I didn't dare touch it. Not trusting the rest of the room, including check for bedbugs (there were 4 different layers to check so I really hope I checked enough), I had to continuously wash my hands.
I won't stay at this hotel again, and it will take some effort for me to not associate Hyatt with filthy, unsafe hotels.
You'll find a cleaner, safer room down the street at another hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 19, 2012
I am deeply sorry for the difficulties you experienced during your recent stay. This is not typical of the level of service and cleanliness we are known to provide. It is not hotel policy to transfer a call unless the room number is provided. Our Rooms Executive will be reviewing this policy with all staff to ensure that the proper procedures are being followed.
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We are currently in the midst of a $1.4 million dollar modernization project of our elevators to include increased speed and efficiency, as well as completely remodeled cabs with digital media and information panels. During this time one elevator is out of service at a time. We have made a service elevator available to help avoid delays during peak times. Each cab takes approximately 16 weeks to complete. Our first newly renovated elevator came online in the last two weeks. We expect the second to be completed by New Year's Eve and the third by early 2013. We certainly do understand your frustration with the elevators and appreciate your patience as we work to improve them!
I would like the opportunity to discuss your concerns further. Please contact the hotel directly if you would like to do so. We certainly do hope to have the opportunity to serve you again should your travels return you to Western New York.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.