Alina Y.
Google
If you value comfort, cleanliness, and good service — Hyatt Regency Moscow is definitely not your choice.
Although you will manage to surprise your significant other. For example, with black mold in the bathroom.
My husband and I stayed at the hotel in July 2025. I noticed black mold in the shower — on the showerhead, between the tiles, and in the drain. The next morning, I took photos and politely approached the front desk. The staff agreed that it was unacceptable and promised to clean everything.
We went out for the day and came back in the evening, hoping for a clean bathroom. Sadly, no luck. The tiles and drain looked slightly cleaner — like someone had just wiped them down. The showerhead still had paper towel marks, but the mold was still there.
I went back to the front desk and showed them — nothing had really changed. They promised to replace the showerhead.
They did. With an identical one. Covered in mold :)
On my third visit, I was asked: “Are you sure you're not lying? Is this really a photo of the new showerhead, not the old one?”
Only after that did they replace it with a clean one. Everything else — the mold in the grout and drain — was left untouched.
But the “surprises” didn’t end there.
On checkout day, we packed up and headed to the elevator — from the 13th floor. The elevator arrived, but none of the buttons worked. It simply didn’t move. We had to take the emergency stairs. On the way down — cigarette packs under a “No Smoking” sign, dirt, trash, and leftover food.
When I asked “What’s going on?” the staff just shrugged. And when I followed up with “How were we even supposed to get downstairs?” — they gave an incoherent response.
Things I wish I had known before booking:
Furniture is worn, with chipped edges in places.
The bed creaks.
The hairdryer is straight out of the 90s. Not a Dyson, not even close — just an old, weak device.
Security at the entrance is inconsistent: some guests are checked, some aren’t. If you put on a serious face, you can just walk in without any inspection. Safety? Questionable.
Bottom line: I do not recommend this hotel.
It does not live up to its supposed standard.
Update after hotel’s response:
Thank you for replying, but your response added even more disappointment. It felt like a copy-paste answer that did not address the real problems I experienced.
You mentioned that rooms meet Hyatt standards — does that include the outdated, barely working hairdryer I photographed and attached? If that’s your “standard,” then I guess the rest of the issues — black mold in the shower, worn furniture, and inconsistent service — are part of it too.
I was told someone would contact my husband after checkout to follow up. Guess what? No one ever called. That alone says a lot about how feedback is handled.
The elevator issue was not an isolated case. Your staff knew it wasn't working, but no one helped or warned us. We had to walk 13 floors down with luggage through dirty, neglected emergency stairs filled with trash and cigarette butts — despite your mention of “daily inspections.”
Security at the entrance was another concern: some guests were checked, others weren’t. Your vague reply about "following official procedures" doesn’t explain why actual practice was so inconsistent. That’s a safety risk.
Your response lists procedures instead of accepting responsibility. I received no apology, no real concern, no action — just excuses.
Unfortunately, I cannot recommend this hotel and will not return. I hope this message is seen not as hostility, but as a clear signal that your current standards — both in service and communication — are falling far below what guests expect from Hyatt.
