Originally Posted by kutzsche

Went here for the first time after seeing the amazing photos of the water park. We are here right now over Labor Day which I understand is extra busy, still,. it's just way overcrowded and unbearable.
As Globalist applied a suite upgrade to a Penthouse Suite. There were some issues where initially the hotel refused the upgrade to Hyatt customer service and only after escalation they honored it. That was the first sign that things are not going to be smooth. Check-in was fine, the suite was fine too - nothing fancy, but standard Regency style with furniture.a bit worn but we had a nice view of the golf course. Overall, before the stay they were quite proactive and responsive
So what's bad?

Well first of all, the pools are insanely overcrowded. Sure, it is Labor day but the hotel clearly isn't designed to handle the crowds. There are no seats available by the pool, perhaps if you get up at 6am and reserve them but I would never do that. Even in the pool, it is shoulder to shoulder, think spring break in Florida. I don't know if the hotel just wasn't designed for the capacity or if they let too many folks in with day passes, but regardless, it is NOT enjoyable. You can stand in the pool next to others, you can sit on the ground in the hot sun and order a drink but no way I would return.

The same continues for breakfast - as Globalist you get free breakfast in Lantana. Except you don't because when we arrived at 9 am we were told there is a 2 hour wait, oh and they close at 11. That pretty much killed it for me. They should reserve room for people that have paid for the breakfast - whether that's through the room rate or as part of elite status doesn't matter - It is paid for in one way or another. I complained to the front desk but they just shrugged it off - I guess it's great for their business to not have to provide me breakfast. I was then told we could go to the coffee shop which we did. They then had the nerve to charge me for the amount over $80 at the coffee shop for 4 people - that's $20 per person limit. Mind you, a regular item of their menu plus drink and tax and tip runs way more than $20. Only after I complained did they remove it.
I didn't expect a Grand Hyatt Kauai experience, but I also didn't expect a zoo with no place to sit, eat or swim.
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Most of the employees were very friendly and helpful, but they are overworked and drowned by the masses of people that take over this place. Sure, you can dismiss it and say it's Labor day - but a hotel needs to be able to operate at or near peak capacity - the pools and restaurants are designed for 1/2 the capacity, so I expect even at 80% full the place is a total zoo.

I don't know how many folks are in there with day passes, but if that's causing the issue, Hyatt should be ashamed of selling their space out for extra profit. That's really how hotels in the US have become , maximizing profits and not caring for the guest experience. Today they say it's "supply and demand" - when the next downturn comes and all those people who charge vacations they can't afford to their credit cards are filing for foreclosure, the hotels will demand a bailout.
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