Probably great for a short stay on business. Not ...

Probably great for a short stay on business. Not a great family vacation location.

Plenty of bad and good at this hotel. I'll start with the bad, but keep reading for the good.

This hotel has a bit of an identity crisis. The service was probably one of the worst parts of the stay - sub par from any of the many hyatt brands we've stayed at. They offer room service every 3 days due to COVID, which you have to request, and we did opt in to have our room serviced. However, room service did not come on the day we were told they would, and when we inquired the front desk, the associate made it look like we weren't on the schedule. Fortunately, he was able to get housekeeping to at least bring us some fresh towels, and got someone in to fix our toilet that didn't flush, which we had requested to be fixed two days prior (see below). No room service available, and the Club Access was halted due to COVID. A bit disappointing.

We had multiple interactions with one particular front desk associate and had the following issues:
1) We politely requested Upgrade on night 2 of our stay given that there were no better options available when we booked (due to the first night being valentine's day), and our toilet didn't flush - we were denied. No big deal, but we were told nothing was available, which was a lie because we checked the website before and after we asked for the upgrade and there were still bay view rooms and casitas available during the remainder of our stay. It was really not a huge deal, as our 3 year old son did enjoy watching the planes fly in and out of the airport from our city view room. We just didn't appreciate being lied to.

2)Requested maintenance to fix our toilet that didn't flush - were told by the associate they would send someone up right away. No one came for two days, so (as mentioned above) we had to inquire about it again. It was serviced, but not really fixed. It worked nicely for about 2 days and then we experienced the same issue multiple times later in the week.

3)At checkout, this associate charged us $120 for "accommodation fees". Luckily my wife noticed this as we were walking out and went back to inquire. We were told that was a "mistake", and the charges were reversed. We were told this was supposedly intended to be charged to Hyatt for points that we used to book the rooms. Not sure how this mistake was made, but given the previous issues with this associate, it just felt fishy.

This hotel is not a good vacation destination with young children. And I don't think it claims to be, but it also doesn't claim not to be. It does have two nice pools and a hot tub, but other than that, there isn't much to do on the hotel grounds with small children. And while it's close to a lot of things, it's a bit of a hassle driving around everywhere. We couldn't get a good feel for this with other reviews, so we're putting it out there. It's probably a great location for a night stay before or after a flight in/out of town, but a week stay with children is more laborious than anything. Not really the hotel's fault, but putting it out there if it helps anyone else.

The rooms were nice-ish. But I wouldn't call them "Luxury" per the Grand Hyatt Brand. At least not the room we had. It was basically just a hotel room with two smaller beds (double, not queens), no balcony, small bathroom, low ceilings. Doesn't compare to other luxury brands like Park Hyatts that my wife and I have stayed at in the past, or even the hyatt places we've stayed at that at least have flushing toilets.

With all that said - The hotel grounds are well maintained and the landscaping is very pretty. The lobby is also gorgeous and smells of fresh orchids, and it seems like it would be a great setting for corporate events, etc. The lobby is pretty darn close to 5 stars, and the landscaping is between 4-4.5 stars. Hotel staff is friendly, even if there are training opportunities to be had. 2 stars - OK.