The following is a review I posted immediately after my stay. I originally gave the property 2 stars based on my experiences, but they took it upon themselves to reach out to me after I completed the standard post stay email survey I received. They went out of their way to address the issues and take care of me, so I felt it only right to remove the original 2 star review and replace it with a more accurate sentiment based on my feelings overall after their post stay actions. Below is the original review, as I still do not think that the original review should disappear, as my reasons for my dissatisfaction still happened, but I also don't think it is fair to ding a hotel online and not adjust it for any followups they take later to fix the problems or address customer dissatisfaction. I wish Tripadvisor let you update reviews.
I booked 2 rooms here for 3 days on a Hyatt promo rate, which included free breakfast every day for 2 people and the 3rd night free. I booked both rooms in my name and got one for myself and wife, and one for parents. Upon arrival, the hotel was super busy, and check in was fairly slow. There were numerous people standing in line, and there was a Diamond/Platinum check in line, but it was not being staffed by any of the 3 people at the counter.
When we checked in, the gentleman who checked us in was very pleasant and accommodating, although he did take quite a while to process the check in. I won't really fault him, as he was, as mentioned, very nice and did his best to handle it properly.
The hotel itself is pretty nice...it looks newly renovated and has a lovely spacious lobby with a variety of art. One thing that is strange...to get to the rooms, you have to go up 2 flights of stairs (escalator or elevator is available) and then walk past a few restaurants to get to the room elevators. The elevator system is kind of confusing at first, and a little inconvenient.
The room was nice enough, as it was a basic room. It had a flat screen TV and a comfortable enough bed, although the pillows left much to be desired (more on that...). The bathroom was large and spacious and the shower had satisfactory enough pressure and the water was very soft.
Overall, just considering those factors, I would say the stay would have been a 4 star stay, since it was a pretty nice hotel, with a comfortable enough room and was well located enough...but then the problems began.
First off, there was a bottle of Aquafina in the closet, on a tray with 2 glasses next to it. There was NO label, NO price tag, NOTHING to indicate the water was not complimentary (as MANY quality hotels provide 1 bottle of water free). We consumed this bottle to find out later it was not free.
Second, after a miserable night trying to sleep with the pillows which were too firm for us, we asked if there were other pillows. The front desk said they had some foam pillows and they would send some up. That never happened. I had to call again later that night, several hours later, because they never brought them the first time.
Third, we went down to the restaurant for the buffet breakfast which was included in the promo rate and had to wait about 15 minutes. Now, this alone would not be an issue, but when we got in the restaurant, there was literally about 40% vacant tables. We asked why it took so long and why people were kept waiting and they said they lacked the staff to handle it, although our server, polite and friendly as he was, looked like he was bored and trying to find stuff to do. On a busy holiday weekend on a Sunday, they should have staffed better if that was the problem. However, I will say the breakfast was very good and for the $21 sticker price, it would be a very good value as hotel breakfasts go.
Fourth, we had a very early flight on the departure day, so we went to the front desk to check out and make sure everything was handled the night prior. When I got the bill for the first room, I found a $4 charge for the bottle of water we used...although it was charged to the OTHER room I had. That room did not even HAVE a bottle placed in it at any time, although my parents later showed me a $4 tag that said "hydrate" which they found in THEIR room, but without any bottle of water. That tag was missing from my room. Next, they charged me for breakfast on one of the 2 days, which I had to have taken off. Now, they took it off, but that irritates me...I hate hotels where I have to analyze every corner of the bill for stuff like that. Next, I noticed a tax charge on the breakfast, and was told by the front desk that the breakfast was free, but the gratuity PLUS THE TAX was not. They charged me the added gratuity I put on it (thats fine..although many hotels cover that as well) AS WELL AS the sales tax??? Seriously? I have never heard of anything so ludicrous...the breakfast is free, but hey you owe us $3.22 for tax? Pathetic.
Fifth, I asked twice at check out if I needed to request a taxi for the next day or if there would be one waiting. I was assured there are ALWAYS taxis ready, which was important because when you are already getting up at 2am to get to the airport on time, every bit counts. Of course, when we went to get the taxi the next morning, they had to call one, which took another 15 minutes, and we ended up with a DIFFERENT cab, which happened to show up by chance, not even the one they called. Unreal again.
Overall, the service was friendly, the room was decent (nothing great, but not bad), and the breakfast was very good. However, no attempt was even made or offered to remove the $4 for the water which was NOT labelled and even charged to the WRONG room, one mistake or bout of incompetence after another just really marred the stay. We paid $340 plus taxes ($390 total) for 3 nights with 2 breakfasts, but based solely on this experience, I would not stay here again. However, they did reach out to me after I completed my survey via email about my stay and addressed my complaints and refunded me the water charges. Overall, I would say that based on the customer service post stay and the overall quality of the hotel itself when subtracting out the complaints, I would stay here again.
- Official Description (provided by the hotel):
- Experience the Big Easy in style at the award-winning Hyatt Regency New Orleans. This AAA Four Diamond hotel features strikingly sophisticated guest rooms offering breathtaking city views, along with best-in-class amenities including free wi-fi, seven award-winning dining options, an outdoor saltwater pool, 24-hour fitness center, in-room massage services, and unprecedented service. Located in the heart of downtown, Hyatt Regency New Orleans is adjacent to the Mercedes-Benz Superdome, Smoothie King Center and Champions Square. The hotel sits directly on the Loyola Streetcar line offering quick and easy access to the city's top attractions including the historic French Quarter, Ernest N. Morial Convention Center, the Mississippi Riverfront, World War II Museum and the Aquarium of the Americas - all located within one mile of the hotel. ... more less
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- Also Known As:
- Hyatt Regency New Orelans Hotel New Orleans