Anita S Putra

Review of Hyatt Regency Vancouver

My client booked the room for us (family with 2 ki...

My client booked the room for us (family with 2 kids 12 and 10 yo) for 21-24 June 2018 and gave confirmation number to us. When I checked in, the reception only gave us 1 room (I didn t know that my client booked 2 rooms for us until my client informed me).

When I consulted to the reception, they said that they only had 2 rooms located in different floors. Well I said it is impossible for us to stay in different floors with our kids so we did not use the other room and stayed in one room.

They promised us that the day after they will move us to 2 connecting rooms and told us to leave our luggage ready so the concierge can move the luggage when the new rooms are ready. We did mention that we need to use the new room around 3 pm as we will attend a wedding reception at 4 pm.

When we came back at the hotel around 3.30 pm they said that only one room was ready and when I checked whether they have moved our luggage or not they said they haven t move them. So we had to wait some other time for our luggage.

This morning I found out that we left some our stuffs in our old room. Then I called the hotel informing this. They said that they could not find our stuffs in the lost and found section. And they cannot check our old room as there is already new guess staying in that room. This is ridiculous. As far as I know you need to clean the room and leave no other items from your old guess to welcoming your new guess.

I have stayed in any other 4-5 star brand hotels before but I have never experienced this kind of service. If I left my stuffs in those hotels, they will keep my stuff and return them back to me even though they need to post them. And they do it for free. If they know I am staying with my kids they will ensure that my room is ready when I arrived so the kids can rest directly after we checked in. Plus they will give the connecting rooms or they put us in rooms next to each other.

Beside the location I don t see any other thing that I can recommend about this hotel.