Bridget Richardson

Review of Hyatt Richmond Hotel

ROOMS ARE ABSOLUTELY BEAUTIFUL, however customer s...

ROOMS ARE ABSOLUTELY BEAUTIFUL, however customer service was ABSOLUTELY HORRIBLE. I prepaid for my room, requested an early check in, was told it wasn't a problem. I ended up not needing the early check in and arrive at 3:30 (30 minutes after allowed check in time) After our 6 hour drive, we walk into the lobby and wait to be greeted and acknowledged....WELL AFTER ABOUT 5 minutes, they decided to look up and make eye contact. She finally says can I have your name. She preceded to tell me that the room was not available and that I was added to the wait list (number #3). WAIT LIST?? I have a reservation!! She said they were sold out and as soon as someone checks out they would call me. I was so tired from driving and being in traffic, then to be told we will call you when your room becomes available was HORRIBLE. The did not offer us anything, water or a drink from the bar. Just was told to sit in the lobby and wait. We had no other choice but to wait...since they had my money already. The room ended up being pretty nice, but because of the two women (Anias was one of their names I think) was so incompetent..I WILL NEVER GO BACK THERE AGAIN. Customer service goes very far in the hospitality field.