Originally Posted by
thegrailer
I had recent stay that was underwhelming, however, with a different front desk experience, I probably would feel a little better about the hotel. My room was nice and the hotel itself was pretty good, but the front desk agent just gave my stay a bad vibe. At check the agent copped an attitude about breakfast. For some reason, being a Diamond and also being on a AAA breakfast rate (was the most inexpensive rate) raised the ire of the agent. The agent continued his surliness telling (lecturing) me how the lounge was closed for the weekend (with all the no business travelers excuses). Breakfast in the restaurant was nice and the staff was friendly but that was negated by their lack of service proficiency. I was also charged for a breakfast gratuity which I believe should be included as part of the freebie breakfast (knowing that there is a thread devoted to this topic which I haven't read). Paid parking stinks too
With all the Dulles area Hyatt options, I probably won't return.
Cheers -
I completely agree with this assessment. The main thing is that they make up their own rules and bill accordingly (always in their favor). It is a nice property but the issues are enough to not return anymore.
I had billing/point issues on one stay in the past and did not return until last weekend because of this, but the same sequence of errors ensued. At check-in I asked if they had a suite available (yes) and if I could use my suite upgrade (no, I had to use points or cash). A quick call to the Hyatt concierge got me the suite (thank you!) and the front desk suddenly became a lot more cooperative. The checkout bill had charges only for one of the rooms (a suite are 2 connected) and I had to ask for the second one for the missing charges. A day later there was a
third charge that turned out to be the breakfast. After complaining about this they said they would refund that, minus the gratuity. Left it at that but now there is a
fourth charge for the gratuity and no refund of the third charge. And did I mention that the closed lounge points did not post? I just don't have the time to spend chasing these issues where all other hotels in the area get it right the first time.