I am here now. Pluses and minuses are as follows:
+
Room is excellent- upgraded from a junior suite to a suite in the tower- it is a very nice room indeed.
Staff are very reactive to feedback- they are doing very well on a service recovery front.
Conceirge very friendly and does the best possible to help.
Driver pickup service from the airport is good (if pricey compared to other options).
-
Checkin was an absolute disaster. At checkin no recognition or hello- when getting dropped off by hotel limousine a bellhop literally threw the door of the hotel open and then walked away leaving it swinging into us with a comment of "here you go"- at checkin the assistant attempted to upsell me- when I advised I was already booked in a junor suite in the tower he pushed me on a two bedroom- also talked about how breakfast was not included when I pointed out this was the purpose of the grand tower lounge- then pushed again about internet- when I said this was included also he said I had to read a letter of benefits- when I asked for the letter he said he didn't have it and it would be sent up to the room.
I then asked directions to the room- he said "you should know, go over by the Christmas tree and then left"- thanks a lot.
This being said- I sent an email to the duty manager (I didn't have time for a personal comment as by the time I arrived at the hotel I needed to go directly to a dinner with clients)- to be fair the duty manager replied immediately and they are fixing above issues.
I think the room is very nice- however the Park Hyatt is 2 steps above in service so far. Shame about the reception- it really put a taint on things.
Also- had to call two times and wait >30 minutes for luggage to be delivered to the room (2 hand carry on bags)- I was ready to go down to the lobby and get it- the response was "sorry, forgot".