PARK HYATT - CHICAGO

We were in Chicago for the weekend and for a wedding. We chose not to stay at the wedding hotel and chose the Park Hyatt as we chose it for its reasonable price and its reputation. the service at the hotel was excellent, including the doormen, the bell staff, the concierge, the front desk staff, and the maids. The disappointment was in the bathroom design which was not set up for female travelers. The lighting and the mirrors were not effective. My wife is short and the fixtures and amenities were just too high for her to use comfortably. there was an inordinate amount of space used in the toilet area which could have been used more effectively in the room itself. We happened to be there on a day when it rained the entire day and when thunderstorms wrecked havoc with the TV reception. We spent most of the afternoon inside because of the deluge outside but also without TV reception. Beware of rainy days at this hotel. I also utilized the fitness facility whic was fine and amply supplied with apparatus. We had a late night drink in the bar where we also had sushi. The location is quite good at the north end of Michigan Avenue. .

We booked this hotel through Priceline with one of those "unnamed 5-star hotel for $xxx" deals. The stay was worth what we paid, but would definitely not have been worth their advertised price. The television in the room didn't work properly. Someone else's day old room service tray guarded our door for the majority of our stay. The elevators are key secured, but the mechanism doesn't work well, so it took several tries to get it to work on each trip. The good' The gentleman at the door was exceptionally good at his job and should probably be running the place. The cocktails at the lounge are fantastic. The only other thing I'll say about this place is that it's surrounded by hospitals with trauma centers. Because it's an older building, the sound of ambulances pierces the room all night. As a long time city dweller, this didn't bother me. But I did notice it, so if you're looking for a quiet getaway, this might not be the place for you.

I am a Park Hyatt loyalist so when coming to Chicago it was my automatic first choice. We have stayed at Park Hyatts in Tokyo, Washington DC, Melbourne, Hamburg, Sydney so have an expectation of what is the standard of service. The room request was for a high floor and a quiet room. Usually, as a Discoverist member, your preferences are carefully considered. Upon arriving at the hotel the associate told me that I was on the fifth floor (obviously not a high floor) so I thought I would ask about the lift. She told me it was at least 4 rooms away from the lift so it would be fine. She was a bit nonchalant - didn’t acknowledge status, try to accommodate requests. So I thought, well perhaps it will be ok. The room was the first room right outside the lift. The room was on 5th floor and the floors go to 17. So no consideration of preferences there and an outright lie about position of room. We walked over to the room to put up the sheer shade and it was broken and hung on the diagonal. Not a great start. I mentioned this to the front desk and they had someone fix it. On the tablet on the bedside table it had ‘Welcome .....’ and had the previous guest’s name on it. It also had all her room service orders and details on it. I phoned guest services and reported this and asked it to be changed. I said that was not only a privacy issue, it made it hard for me to use it as it would be charged to someone else. They assured me it would be done straight away. I was feeling very let down by this. This was not Park Hyatt Standard, actually I have had better service at a Hyatt Place. The next morning, the tablet details had not been changed, we had a noisy night with the location of the room. So I had a discussion with the front desk the next morning. I spoke to Kassandra and discussed my issues: honesty of associate upon check-in, location of room, broken blind, tablet details of previous guest, this not being fixed despite being reported. She was very professional and listened to my concerns. She offered to move our room for us and move our luggage. I appreciated her problem solving approach. The new room was located on a higher floor and away from the lift. All problems mentioned were rectified. I have never experienced this at a Park Hyatt before and was very disappointed about this. Still don’t understand how the associate could have told me my initial room was away from the lift and it was the first one outside the door. I know you have floor plans so silly error. After the change in room the stay was nice. The pantry needs more attention as the water coolers were always empty and you couldn’t get a drink. This is basic stuff. I have it 4 stars as it didn’t quite have the attention to detail and level of service that you get at other Park Hyatt Hotels. I hope this improves.

We were told that check in begins at 3pm. We showed up at the hotel at 3:15 and was told that our room was still being cleaned and won't be ready for another 30-45 minutes. We left our luggage at the hotel and took our 3 year old out on a stroller. 2.5 hours later, I called the hotel and the room was still not ready. By this time, it had started to rain and we had to come back to the hotel. We ended up waiting another 30 min in the lobby before being given keys to our room. We were in town for a birthday dinner and missed out on it by more than an hour and a half as we needed to dry off and bathe our child. My wife and I figured that we would have plenty of time to do that had we been able to check in at 3pm as we were told. We were told by the bellhop that the Toronto raptors had checked in that day and hence the craziness. While I understand the importance of hosting a NBA team for any hotel, I do not agree that it should take priority over a family with a small child.

After traveling for work so many years I recently signed up to try Hyatt Customer service The hotel The communication The perks I will be switching to Hyatt as I felt more valued on my first stay than the other chain where I have been a diamond for years