Originally Posted by poplarflyer

Background
I booked a 1-night Saturday night stay, in the base level Queen room, under the Hyatt Prive rate, which included 15% off. Price was £308 for the night with the usual Prive benefits.
I e-mailed and pre-confirmed the upgrade (1 category to King room) and an early arrival time of 11am.

Overall
On the whole, a good stay - the decor in the hotel is great, the room was very pleasant, and the F&B offerings were great.
Disappointing that some of the Hyatt Prive benefits weren't provided automatically, or in the way I would normally expect. The check-out experience, in particular, was not good.

Check-in
Check-in was a nice experience, with the benefits of the Prive rate provided and a good overview of the hotel facilities, and the breakfast options (although mentioned that $100 credit would be £74, it was only £72 in the end - not the best fx rate!).
It was disappointing that the early-check in was not possible, especially as was told this is 'always subject to availability' - one of my favourite benefits for Prive is that the early check-in and late check-out are be pre-confirmed, so I didn't feel this was right. The front desk promised to e-mail us when the room was ready, but they didn't so we came back to the hotel at 3pm.
Our check-out time was proactively asked for, and confirmed at 2pm for Explorist (although see the 'check out' section below).
It's disappointing that this hotel doesn't abide by the 'best non-suite room' upgrade for an Explorist. No further upgrade past the standard King room.
It was great that the luggage was held and taken directly to the room without request though.

Room
Nice decor, pleasant bathroom, very comfortable bed. High quality room, very happy.

F&B: Rake's
Had a fantastic couple of cocktails and bar food. Service was friendly and attentive, and the cocktails were well made and tasty (and good value for money). Really happy with the service and quality.

F&B: Eastway breakfast
Similarly, this was great. Buffet had a large range (and was very happy that veggie sausages were out on display) and you could order eggs separately at the table. Service was great - proactive and friendly. Really good breakfast. Flat white just about acceptable.
Could also have gone for a la carte breakfast at Rake's, but chose to try somewhere different.

Check-out and billing
This is where things went wrong, unfortunately.
Despite having pre-agreed a 2pm check-out our room was manually checked out by staff at around 12:30pm after a call to our room which we did not answer (as we were out). This meant that we had to get our keys re-cut, and that the incorrect balance of our invoice had already been charged to our card.
At the time we actually checked out, it took two further attempts to get a correct bill - the Prive credit was not deducted and on asking for this to be corrected it was not dealt with on the first time (just removing the discretionary 5% service charge instead). I asked to speak to the front desk manager so it could be resolved quickly, but this was not permitted. Eventually a corrected bill was issued deducting the credit (although a different GBP value to that mentioned at check in). This process took around 20 minutes in total, and there was no apology offered - very disappointing.