I usually stay with another hotel chain, but had always wanted to try Hyatt. With this trip, it felt like the right opportunity given the location. Unfortunately, the experience fell short of expectations.
We were given a lower-level room facing a busy, noisy street. I had reached out to the staff given our 3-night stay & that we’d just come off a long, tiring trip, but no effort was made to accommodate us or make things more comfortable.
Room lacked basic conveniences like a microwave, & breakfast was not included unless you pay 2x/3x usual. If you get outside food, there’s no option to heat it.
The TV setup was unnecessarily complicated—have to screencast apps from your phone, but it repeatedly errored out-- frustrating, especially with kids who were looking to unwind.
The elevators were out of order the first day, causing long waits & lost time. In the evenings, they host a happy hour, but the elevators were often packed with guests who were visibly intoxicated—definitely not a family-friendly environment. The staff wore polite smiles, but didn’t make a genuine effort to be helpful; seemed more focused on upselling or cross-selling every chance they got.
Perhaps this hotel is better suited for business travelers with corporate cards who can expense everything. If that’s the case, it'd be helpful if they made that clearer upfront, rather than leaving leisure travelers feeling dismissed or undervalued. a disappointing stay—especially for a brand I had high hopes for.
