Ellie Lloyd

Review of Grand Hyatt Doha

We have visited the Grand Hyatt a few times before...

We have visited the Grand Hyatt a few times before and this last one was by far the worst visit EVER!!
We booked for our family and friends for our birthday brunch at Isaan. Firstly, due to using the entertainer voucher they insisted we had to pay a surcharge for the alcohol part of the package. It should have been 100 QR each for the alcohol part, they insisted on 149 QR each, their reason was that we had used the entertainer voucher so we had to pay more than regular customers!
Continuing their theme of trying to milk every last Riyal from the customer, they were offering my 13 year old daughter (who looks her age, certainly not 21!!)the alcohol package. I intervend. They then proceeded to serve my 15 year old son alcohol in a bid to get all the money they could!
After complaining they decided to waive the cost of some of the brunches, for us 4.
We then went to Roccos as a group for drinks. During which time my husband was looking for the bathroom. He asked the chef where it was as he was the only staff around,his reponse... 'I don't F'ing know where it is!'
SERIOUSLY?!?! A terrible response at any establishment, but from a 5 star hotel like the Grand Hyatt?!?! Disgusting!
After here we continued to the shisha bar. During which time one of our friends (who is a Hyatt club member and goes there regularly) asked for some drinks. Rather rudely two members of staff came over and told him that the bill needed to be settled first. We said no problem. The members of staff continued their character assassination of us, saying they know we have no intention of paying and so want to deal with it. We had every intention of paying! Our friend asked for a manager and got quite upset at their demeanor and attitude. I then proceeded to the main reception to ask for the duty manager. He was next to useless. Didn't offer any support etc. When I returned to the Shisha lounge the bill had arrived. Half of the charges had already been paid!! Other people who had been with us earlier had ordered drinks and paid as they went along yet they still tried to add them to our bill. I was 100% clear on what had been ordered and what had been paid for yet they refused to listen.
I chose to leave as by this point our Birthday celebrations had been completely ruined and I was completely humiliated by their disgusting attitude! Our friend chose to pay the bill in full, presumably as he would return to make use of his Hyatt Club card... I would not have done as at least 400 QR of charges had already been paid!

The whole experience was truly awful! NEVER would I return to this hotel and if was able to give negative stars then I would! If you decide to take your chances at this sub par excuse for a 5 star hotel then I suggest you document everything, keep receipts of friends who have already left, have receipts for any orders and have them witnessed..... This 2 bit company will stop at nothing in order to get extra riyals...serve underage guests, charge extra if you dare use a voucher, add items onto bills, treat you like scum!!!
Truly disgraceful, shocking, upsetting, disgusting, disrespectful behaviour from staff across the board. We shall never consider returning again!