Bec Smith
Google
So disappointed to have to write this review. We used to always choose the club rooms at the Hyatt. We would stay on several occasions throughout the year, birthdays, anniversaries and when attending concerts at RAC. We truly loved our stays and always felt welcome. We met many wonderful people during our many stays, including the father of Robbie Williams. The service was exceptional and on one occasion we were upgraded to the Presidential Suite. Then Covid hit and the club room was made redundant. When restrictions lifted, we decided to try other club rooms in different hotels, but our heart always felt it belonged to the Hyatt. So for our wedding anniversary we decided to choose the Hyatt again. Our welcome was nice, but lacked lustre. Our room was ready early and we checked in with ease. The room was small, with no bath and an awkward view of the river, and we realized why we used to book the suite, our mistake. We headed to the club room for the evening canapes. We quickly realised the service had gone and we had to line up to request a drink, with only one girl making them, she was under the pump. The food was mediocre but filled us up. Our plates quickly piled up and before long they had ran out of plates and soon after that glasses too. It wasn't till the end that our table was cleared. There was no interaction with staff, service that they used to excel in was gone. Our sleep was awful. Our room was on the 9th floor and positioned opposite the balcony to the foyer. The noise from below kept us awake for longer than we wanted and the storm hitting provided some relief from the noise below. Exhausted, we finally fell asleep, only to be woken again by every guest walking past our room as they returned to theirs, right up till 2:30 am. Breakfast was in the cafe with other hotel guests. It was a delicious spread but again, no service. Other hotels have staff walking around with tea and coffee and chatting to their guests, here you make your own and no staff member greats you all makes eye contact. When I approached one waiter to ask where the additional cutlery was I was waived to an area at the front!!! At 10:30 we felt we had enough and decided to leave. I had completed the checkout online to make it quicker, but there wasn't anywhere to drop the card, so I waited in line. I finally had enough and approached the gentleman at the World of Hyatt desk (we are members), who was serving another guest, I politely interrupted him and asked if I could leave the card with him, he rolled his eyes and shook his head. I left the cards on the desk and left. Disappointed on so many levels.
