We had a one night stay about a month ago, using a suite upgrade cert. Check-in was good: we were escorted to the lounge to check in there. This was our first stay in a Hyatt (having been status matched recently) and I was a little surprised not to receive a choice for diamond amenity.
The first suite we were given was ok but nothing great and one the 9th floor, with a balcony. This is a smoking floor and I'm incredibly sensitive to smoke so we asked to move. Around 10 minutes later a porter came with the key and escorted us to a much nicer larger suite on a lower floor. I guess this was a Regency Exec Suite. In the room was half a bottle of red wine, some pastries and some plums with a card for a different guest - the lounge told us to have them anyway!
I had contacted the hotel in advance to say that it was my OH's birthday and also that we are both allergic to dairy produce. In the lounge, we had special canapes sent up (dark chocolate dipped strawberries, spring rolls, chicken on skewers). This was a really nice touch and meant we didn't need to buy dinner.
Later that evening (around 9-10pm) there was a knock on the door and a bottle of champagne and some chocolates were delivered with a Happy Birthday message. Again, this was lovely of the hotel and we were altogother very pleased by the customer service of the hotel.
We prefer the style of the IC Park Lane. However, the suite we had at the Hyatt retails for under half the price of our favourite at the IC and we thought the Hyatt represented great value for the location and size of suite.
We will be returning for a 2 night stay next month again using a suite upgrade certificate. The hotel have agreed to put us in a non-smoking suite and do dairy free canapes again so we are happy!