If you are following my reviews for early 2014, you know that I am currently an SPG member, and that I am spending the first few months of this year gaining status in the Hilton and Hyatt brands in order to make a decision on which program to continue with as my 'home brand' moving forward. This was my 2nd or 3rd Hyatt stay this year, and is my favourite so far (I'm currently writing this from one in Jacksonville, FL).
When I arrived at my room (1:30/2am due to a late flight), the front desk, person, Micky, was incredibly helpful and pleasant in getting me into my room. In fact, I will say that throughout this stay, the front desk staff and the restaurant staff were exemplary. I feel badly about the details that are seemingly overlooked in ALL Hyatt's at this point! They couldn't have done much better of a job in handling what occurred, as you will see..
I entered my room, bleary and exhausted, after 12 hours of airports and planes. So eager to just sleep. But, when I entered the room, I discovered that the prior guest had smoked in the room, and unfortunately I'm allergic. I called down to the front desk, and Micky immediately moved me to the same room in a different part of the hotel. I proceeded back downstairs for new keys to the new room, and then back up to a new floor and room. New room - keys don't work. Back down I go - three times. Again, not the fault of Micky (he was great), but very frustrating at that time of the morning.. I just wanted to sleep! Finally, the security guard let me in with a promise to solve the key issue the next day. Not a great start, but I was happy. He came back within half an hour, and managed to get the key to work, so I had keys for the next day.
Next day: keys don't work. This time, they send the building handiman, who has to replace the lock. At this point, I have discovered that the tub doesn't drain either, so I'm taking bath/showers in the mornings. :( But that's ok. As my key finally works (only with a trick where you have to hold it just so, and for one second before pulling it out, no more no less), I feel I can manage.
But, there is a cold snap, and later the next day, I receive an email from the hotel, asking me to change rooms, and this room doesn't heat well in cold snaps. So, I go back to my room (I was there for a conference) and pack up again, and head off to get new keys *again*. The ladies at the front desk were super-sweet and very helpful, only they sent me to the wrong room - an upgrade (which at this point I would have expected), but just a 'party' suite with no bed. 5 minutes later as I was standing there, contemplating going back down for new keys and a new room again, there is a knock on the door, and one of the super-sweet front desk ladies had followed me up with new keys and apologies for the wrong room.
Off I went to the new room, which was the same room type (standard). No upgrade. But, they did send me a nice wine and cheese plate with a bottle of table-wine to make up for it. That was a nice touch. Not nice enough to make up for it I'm afraid. If I was a one-off traveller, I would have been thrilled with the wine and cheese. But, searching for a new network to be part of? I would have expected an upgrade after the first night's debacle, let alone the second. Or a free night off my stay.
It's almost like the Hyatt staff are well trained, in general, on friendliness, (and the wine/cheese plate was nice, if it had been only one inconvenience), but not on the upper extremes of things going wrong.. It also seems like they are not being supported by their maintenance teams and/or corporate budgets for renovations and upkeep. I thought this was a one-off issue in Santa Barbara, but I'm seeing it in every Hyatt I have stayed in so far, in major cities.
Pros of this hotel:
-Location - right on the skybridge so you don't have to go outside
-Nice, new lobby
I'm sorry Hyatt, but it's looking like you're in 3rd place so far - again, I WISH I had stayed in the Hilton next door - amazing hotel and staff! As of now, Hilton is winning this race with SPG behind it.. Keep watching my other reviews as I start moving into HIlton territory in the coming month. I'm actually considering bailing on the last two Hyatt reservations I have in Seattle and Little Rock (?), and moving them to the Hilton instead to get a head start on their program..
- Official Description (provided by the hotel):
- Choose the newly transformed Hyatt Regency Cincinnati and experience a hotel offering every possible convenience under one roof-including the city's largest hotel ballroom. Set in the heart of city, connected to the Duke Energy Convention Center and near an array of attractions and entertainment venues, the regal Hyatt Regency Cincinnati reigns supreme amongst downtown hotels. ... more less
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- Also Known As:
- Hyatt Regency Cincinnati Hotel Cincinnati
- Cincinnati Hyatt Regency
- Hyatt Cincinnati
- Hyatt Regency Cincinnati Ohio