Joan Prinaris

Review of Hyatt Regency Denver at Colora...

Despite this being a beautiful hotel, I question t...

Despite this being a beautiful hotel, I question their unethical advertising and booking practices. In the fall of 2013, I was setting up a romantic night in downtown as a surprise for my boyfriend. I went on Hyatt's website and booked a room with a KING bed (no place anywhere on the site to include double occupancy) and if they had a room available with a view, that would be great too, but not mandatory. I received a generic confirmation. I called a few days ahead of our check in date to see if I was able to secure a room with a view. The customer service rep indicated I have gotten one with a view of the Rocky Mountains and by the way, did you know there's a discount if you're a Costco member? I said I was and got the discount. I receive another confirmation, but it indicated that my room is two double beds and not a KING bed room. So I call back Hyatt again and ask them to change back my room to one with a KING bed, which is what I originally ordered via online. So the CS rep changes the room back to a KING room. Finally, it's all set. NOT!

So we arrive to Hyatt after getting a couple's massage and are very relaxed and ready to get up to our room to chill. I go to the registration desk to check in and the guy behind the desk clicks a few computer buttons, and then says something like - "Okay, Ms. P___, your room with two double beds is ready." WTF? I could feel my blood boil as he said "two double beds." Then I told him the history with booking online and calling a few times and he said, "I'm sorry, but we have no more rooms with KING beds left." I continue to argue my point and finally he magically finds a room for us with a KING bed, but by now I've lost that relaxing feeling I paid dearly for at the spa. A Hyatt employee also lied directly to my face.

Fast forward the next day, the manager does try and compensate us and did by covering our night (which I had to put my foot down about). When I got home, I completed an online survey indicating I was not pleased and would have rather paid and gotten what I wanted, than get a free room with the accompanying stress. Another manager contacts me offering another free night. I refused it saying that until they change their deceitful booking practices, I won't be back to their hotel...and I haven't. Soon, we'll be staying at the Sheraton. Fortunately, my boyfriend booked that one!

So, caveat emptor: The room type (king, two double beds, etc.) you book online is NOT guaranteed, despite appearances online that it is. And...the employees at this hotel will lie directly to your face to keep maintain this deceitful practice.

Change your false advertising, Hyatt!