Solid but showing gaps

As far as I can remember the Hyatt Regency Perth was Perth's first five star hotel. Construction started about 1984 and it opened as the Merlin before being taken over by hotel not too many years later.

I've had four stays there this year and, while it's certainly a solid property, there's room for improvement.

On three occasions check-in was smooth an uneventful. On each I was offered the 4pm Diamond check-out which I find very rare (in fairness, I understand the benefit to be one where the guest asks for it, rather than the hotel offering it). I was also given my choice of the 1W or an amenity. A young trainee checked me in on my first two stays and remembered me on the subsequent stay.

On my third stay the check-in staff were busy with other guests so I presented to the counter with the fancy Diamond and Platinum priority check-in sign. Naturally, another guest was served before me and I was not impressed. I placed the sign on the lower desk and said to an agent "I'll just put this here seeing as though you're not using it".

On all four stays I was upgraded to a regency club room on the eighth (and second topfloor), the same floor as the club lounge. Only the two regency club floors (eight and nine) are reached by keycard.My request for a room overlooking the pool was also honoured on each stay. However, I wasn't afforded the best available room according to the website which I believe still would have offered pool views.

All guest rooms underwent a major refurbishment about four years ago and they look fantastic. The rooms are large and furnished in light tones. There is a large work desk with ample power points, a very large TV with heaps of channels, a large robe and a moderate size bathroom. Prior to the refurb all rooms featured a shower/tub combo but after the renovations the tubs have been removed, leaving just a long walk-in shower. It's my understanding that the only rooms with tubs are suites which I think is a bit of a bummer.

Toiletries are the regular Regency range.

There are two major flaws with the rooms in my opinion. First, the WCs are single flush. In a country like Australia where the climate is hot and dry and water is at a premium I found it unacceptable that a five star hotel doesn't offer a dual flush system. It's simple environmental logic and something that the hotel's environmental committee (yes, it's on their website) clearly overlooked. Second, the powerpoints are only activated when the keycard is in the reader. In other words, when you leave the room and would ordinarily take your keycard with you, you either have to have a second card or forget about charging your devices while you're gone. Of course, if you need to leave a card to charge devices you're just as inclined to leave other devices on (maybe the TV or lights) which surely defeats the purpose of having a keycard-controlled electrical system anyway.

Having travelled overseas quite extensively in the past few years I do notice that Australian five star is not world five star. There are exceptions, of course, but I do wonder what world travellers from fancy, well-to-do countries must think of our service levels.

Certainly, staff were never rude or impolite. Equally, however, service was not refined and was lacking for a supposed five star hotel. Things like "Did you wanna drink?" from a lounge agent to not one check-out agent enquiring about any of my four stays do little to endear me. Passing staff in the public areas was almost always met with a head down,a smile and a polite hello seemingly above their pay grade.

Also disappointingly the published Diamond benefit of an evening room refresh did not occur once on any of my four stays. I find this unacceptable. I mentioned this to a check-out agent on my third stay and she seemed genuinely shocked that it didn't occur. But after it happened a fourth time I believe it's clear that the hotel doesn't offer it.

The Regency Club lounge is quite small but it does have a lovely view of the city's Swan River. Sunsets can be particularly spectacular.

The evening canapes are quite extensive and very tasty. I had issues with the quality three or four years ago but things have certainly improved. There is a big selection of different eats including sweets. Staff are on hand to pour and prepare drinks for you but there is also a beer fridge which is self-serve. Spirits and wines appear to be only available from the staff. There are several beers available including a somewhat pricey boutique Western Australian drop which is quite popular.

Breakfast is much smaller but still an adequate continental spread with the usual items of breads and pastries, cereals etc. One big plus for Diamond members is the ability to have breakfast in Cafe, the lobby restaurant, for the nominal upcharge of just $15 which I think is very reasonable. The full buffet otherwise runs at $39.

There is a sign in the lounge saying swimming attire, thongs (flip flops) and bathrobes are not permitted but it wasn't enforced. On my first stay I even noted one chap bring his friends through the lounge on the way to his room where they each helped themselves to a take-away beer in the fridge. The next morning the same chap stopped by - bare foot - to grab a plate of food to take to his room.

There is a poolside bar that I believe is only open in the summer months and even then not every day. It is possible to order room service from the pool and have it delivered there.

The Conservatory is the lobby bar and it's a very classy spot to enjoy a drink. There is a very large water feature in the very centre of the lobby where the Conservatory is with comfortable chairs and sofas surrounding it. A pianist is often found playing the grand piano.

The location isn't downtownor CBD but more on the fringe. It's still in the city and would be a comfortable 25-odd minute walk to the Hay and Murray St malls. The hotel also offers a complimentary shuttle to the CBD on weekdays and the city's buses are free up and down Adelaide Terrace (where the hotel is located) and St Georges Tce (that runs into Adelaide Terrace) which makes getting around much easier. The hotel would also only be a 20 to 30 minute walk from the Crown casino and entertainment precinct.

The pool is fantastic. It gets a considerable amount of sunlight during the day. There are many sunbeds and chairs and a wooden deck that is covered in shade for the particularly hot days. It's a great area to relax, sunbathe, read a book or socialise with friends.

There is also a small dry sauna.

I had an issue with wifi on two of my stays. It was mind-numbingly slow. It was so bad I couldn't even download emails or open the most basic of webpages. It is particularly bad inside the Regency Club lounge. Staff are aware of this and suggested that I might move to the outer area. Unfortunately, as the lounge is on the top two floors and there is a massive glass atrium in the centre of the hotel, the temperature get unbearabyhot in this area.

This is a fairly solid Hyatt Regency. Rooms are large. The pool is wonderful. The location is decent. Service just needs a bit of work.