While the hotel is interesting architecturally, in a dated 1980s sort of a way, I would have expected a more customer service oriented approach. Over the past year, hotels like the Fairmont, Hilton, Novotel, and Ibis have honored our special requests, and given us rooms that were exactly what we requested – even on early arrival. Not so with the Hyatt.
Calls to reservations prior to arrival confirmed my request for a bay facing high floored room (which we were willing to pay extra for). We arrived early to this Hyatt, and expected to put our luggage in storage. Instead we were ushered into a room after the front desk said no rooms of our description were available now or later. They instead tried to upgrade our stay to Regency Club (and a 6th floor room) for an extra $79 a night. After we declined, he placed us in a cramped corner room facing Market St. Before moving in, we called the front desk (which admitted that they weren’t that full). This call yielded an upgrade to the 4th floor bay facing room if we placed our luggage in storage.
This room was adequate, but noisy from street and market traffic and had malfunctioning heat. We should have moved to another room, or better yet another hotel, but traveling with my family on a short holiday limits the amount of time we wish to spend moving luggage from room to room.
While the location of this hotel was exceptional, very convenient to BART, MUNI, and city sites, I will not choose this place again without a guarantee of a better room and better treatment. A little more consideration from the front desk would have made ALL the difference.
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