I recently returned from a five-night stay last week, marking my second visit since the remodel. My first stay was in September during their opening weekend. I used a Suite Upgrade Award for a corner suite on the 11th floor, and as expected, the room was clean with everything being brand new.
The Good:
The hotel is pristine and mostly operational at this point.
Convenient location.Individual staff members were excellent.
The evening selection in the lounge was decent, featuring shrimp skewers one night and larb another.
The destination fee has been removed.
The Bad:
The hotel was severely understaffed.
The parking system is cumbersome, requiring an additional tag to track entries and exits. On two occasions, my entries weren't logged correctly, preventing me from exiting until I contacted the front desk. Unfortunately, my calls went to voicemail twice before someone finally answered and let me out. If they insist on such a complex parking system, adequate staffing is essential to handle malfunctions promptly.
Breakfast from the marketplace was disappointing, with food that seemed to have been sitting out for hours. They also didn't offer to toast or heat up items. As a Globalist, breakfast at the marketplace included one hot entree and two drinks. The portion size of the hot items was small; for instance, the pesto fried egg dish came with a small amount of potatoes and three sausage links. Another hot item, the ham and egg sandwich, was similar in size to a McDonald's McMuffin.
Breakfast at the lounge was decent if any food was left, but the hours were limited (7 AM - 9 AM, Tuesday to Friday). The lounge was also severely understaffed, with one person responsible for replacing food, clearing tables, and handling check-ins. There will not be nearly enough seating for when the hotel is fully open. During my visit at 8:40 AM, the hot items were not replenished, and the coffee machine was out of order both days due to needing cleaning. The staff was clearly overwhelmed, and there simply weren't enough personnel to manage the lounge effectively.
Evening service in the lounge was better, particularly when I arrived promptly at 5 PM when they opened. However, I imagine if I arrived later, there would be empty dishes everywhere.
Employees seemed uneducated with the benefits of the World of Hyatt program. When a family member used my Guest of Honor benefit, they were incorrectly informed they wouldn't have access to the lounge, as it was reserved for elite members only. Additionally, they were told there would be a $100 charge for checking out after 12 PM.
