Rather unimpressed.

Used a Diamond e-cert, confirmed into a Regency Club Suite. Emailed the property and they offered an Executive Spa Suite at check in if available.

At check in, was told my room was 'Junior Suite' on the first floor. (My Gold Passport preferences indicate high floor, away from elevator as I'm a light sleeper). I asked again, because there is no junior suite on the website, thinking she, perhaps, made a mistake, but no, she insisted 'junior suite.'

I informed the front desk agent that it should at least be a Regency Club Suite, with an upgrade if possible. She literally challenged me for proof, even of the Regency Club Suite.

After a 5 hour flight from Sydney and a 4AM start, I find myself sorting through my iPad emails to find confirmation from my Private Line Agent, Hyatt and the property. I was able to locate all 3.

She said I could go up to the Club Lounge, and my room would be ready in 45 mins. It literally took 2 hours and 15 mins after I initially check in. Note that the lounge is just an annex of the Club floor. There were staff in back of house, but there is no permanent desk where they are stationed so I couldn't ask them to check on my room. It appeared the front desk agent did not get housekeeping to clean the room straight away.

The renovation is, however, quite nice, and clearly the photos under 'Rooms and Rates' on the website haven't been updated. Earthy tones, wood furniture and the Regency Club Suite is spacious. The bathroom, however, has not been updated.

Interestingly, I just drove back from the gym, drove my car up to the valet and got out, and walked into the hotel. The valet staff were standing at their desk. It still had the ticket from earlier today. About 30 mins later, I receive a call from the concierge asking me if I want them to park my vehicle? Why else would I have parked it next to the valet with the engine running?

I always find Perth, and customer service here, quite challenging.