I stayed at the Park Hyatt DC last weekend and would have to agree with others that while the rooms are great, the service is not four star.
Right now I’m having to fax my folio to Hyatt GP customer service because the staff somehow can not deal with a stay involving one night on points and a paid night. Upon checking in on Oct 20, I informed the desk agent that I would be there 2 nights, one on award and one on a paid rate. Sure enough the next morning, at 10:00 am our keys no longer worked and housekeeping wanted us to check out. After several trips up and down to the front desk we got it squared away, but my bill showed a $69 redemption fee for Friday night. Our breakfast in the restaurant Sat morning was very unpleasant with workmen using heavy grinding equipment. We could not hold any conversation. When I asked to see the manager, the young man said “Well breakfast is on us, you don’t have to pay.” I responded “Well isn’t breakfast free anyway for diamonds?” He just said “Ummmm” and walked away.
Using the pool was an adventure. We got in our suits & robes and headed to the third floor where pool was listed in the hotel guide. We wandered around the 3rd floor and finally ran into a hotel employee who informed us that while the pool is on the 3rd floor you can't actually get there because there is no access from the main hotel wing. You have to walk through the lobby, step outside and dodge the taxis and hike up to the pool in the adjacent building. You would think they could post a sign when you get off the elevator. Not the end of the world but just kinda tacky...
When trying to check out early Sunday, we were charged for Sunday’s in-room breakfast. I asked the desk person “What is the deal with free breakfast for diamonds?” He responded “Oh the computer knows whether or not you are diamond and adjusts the charges.” They need to print up some coupons or figure out how to get the computer working properly as others have also had this problem. There were several other charges on my bill that I had to correct. In my rush to leave I did not notice that my folio listed Sat $269 AAA rate as an ineligible redemption room rate, I guess somehow affected by the earlier effort to remove the redemption fee. Ugh. So now I get no stay or point credit and have to call and fax for help. The manager listed on the folio has not responded to my email, and Diamond CS is trying to correct. Anyway, the rooms are beautiful but the hotel has some service issues and I would not bother staying there again until I hear that the service problems have been addressed.