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Park Hyatt Vienna - REVIEW - MASTER THREAD

Park Hyatt Vienna - REVIEW - MASTER THREAD

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Old Nov 23, 18, 9:52 pm
  #421  
 
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Shocked at hearing this about your stay. Did you ask to speak to the manager, and was refused?

I see the slanted wall in the web site photo of king deluxe. I hate those rooms. I think the Park Hyatt Vendome has them. I find them claustrophobic.


i don’t doubt your issues, just is not in line with my amazing experience. And I’ll be sure to avoid the attic room, so thank you for post.


Last edited by beachfan; Nov 23, 18 at 10:17 pm
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Old Nov 23, 18, 10:12 pm
  #422  
 
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Originally Posted by beachfan View Post
Shocked at hearing this about your stay. Did you ask to speak to the manager, and was refused?

I see the slanted wall in the web site photo of king deluxe. I hate those rooms. I think the Park Hyatt Vendome has them. I find them claustrophobic.


i don’t doubt your issues, just is not in line with my amazing experience.



Have to wonder if there is a bit of an expectations/entitlement issue here as in the upgrade wasn't good enough, so nothing else is, either. Many guests pay $500+ per night for the Park Hyatt and get exactly what they reserved, no more and no less.

It sounds like this person basically expected Globalist-level treatment yet isn't a Globalist. Virtually **anyone** can get an Amex with FHR benefits (and then expect special recognition for this?? it's not even a Hyatt program!!) C'mon... if you want VIP treatment from Hyatt then make the investment...
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Old Nov 23, 18, 10:14 pm
  #423  
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Originally Posted by G-CIVC View Post
Why is this the best Hyatt? It feels almost as bad as (if not worse, in fact way worse hardware wise and equally bad service wise) than the NYC PH. There is no body lotion in the bathroom! And why only one glass in the bathroom and single vanity?

We had a very turbulent time checking in and ended up taking almost 2 hours. There was no upgrade for FHR and no acknowledgement of benefits. The 1 king 'deluxe' room is really depressing with recessing walls (due to its position in the attic) but only with very tiny windows on two sides, so we are sleeping facing a giant inclining wall. (This is not a points redemption stay - we paid full freight of 500 Euros!)
FDA kept saying 'will talk to my manager' but why don't just let the manager see us? We disliked our room so much (to a point it's not even about upgrades) we actually asked if we could voluntarily downgrade and switch with someone else in a base room, they still kept shrugging their shoulders (claiming everybody is checked in at 5pm - really??). Instead of offering something on the spot, they just slipped in a handwritten note hours later (it was signed anonymously) offering two drinks, but only problem is we don't drink! Social media team sent a message asking what's happening only to reply 'well I'm not working this weekend'

Additional issues include dirty glasses in the minibar, a broken LED light that runs along the length of the bedroom making the room even darker and getting attitude when requesting it fixed (initially told 'it can't be done' then 'if you keep it on it will remain on forever' - both lies), I can keep going.

The restaurant where we had dinner in was also mediocre and we left our main plates largely unfinished - very imbalanced flavors and tastes. 110 EUR for a fully cooked (when requested medium) burger, a truffle risotto that tasted anything but truffle, a soup and an app - no drinks. I can pay high prices but I expect quality food (ie at the Conrad Rangali. Or Hyatt-wise the BDT at PH DC.)
I would immediately message Ms. Dekker with all these issues.
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Old Nov 23, 18, 10:24 pm
  #424  
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Yeah I find this report very surprising, as it's not at all consistent with my experiences at this property.

I would note that the FHR rate probably only grants a one class upgrade (and if there's no availability in that class, there's no upgrade at all). It's possible that arguing over entitlement to a higher room class poisoned the well.
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Old Nov 24, 18, 12:06 am
  #425  
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It’s not even about not getting upgraded - I know that FHR upgrades are based on availability. A guest (in fact, both of us) really dislikes the room. So much that we actually asked to downgrade. The FDA escorted us up so she should clearly have been able to sense it well as it was plain awful from the moment we stepped in. For a luxury hotel, taking swift, corrective action to make your guest happy is the least you can do, regardless of Globalist or not? This is neither ‘luxury’ nor ‘personal’ as the PH brand advertises.

We really didn’t want to be the loud and angry American either regarding F&B/housekeeping issues etc. or maybe I should have. But do guests really have to do this if this is a ‘luxury’ hotel? It sounds crazy but I think the staff that I have interacted with at the HR Schaumburg (shock!) last week were 100x nicer and most importantly much more genuine than everyone so far here!
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Old Nov 24, 18, 4:20 am
  #426  
 
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Stayed here a few times. Always loved the hard product, superlative breakfast, great conceirge staff. One of my favorite Hyatts.
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Old Nov 24, 18, 6:00 am
  #427  
 
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[edited]

Last edited by redbirdsj; Nov 24, 18 at 8:01 am Reason: wrong thread
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Old Nov 24, 18, 7:13 am
  #428  
 
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Last edited by beachfan; Nov 24, 18 at 8:59 am
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Old Nov 24, 18, 10:41 am
  #429  
 
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Originally Posted by G-CIVC View Post
The FDA escorted us up so she should clearly have been able to sense it well as it was plain awful from the moment we stepped in.
This is the part that doesn't make sense to me, and I think, to others. If you're escorted to a room and don't like it, that's when you say you don't want the room. It's like trying a sip of a bottle of wine. You don't tell the waiter to go ahead and pour and then complain about it.

I would have told the agent the room was not acceptable, and I would have come back downstairs with the agent (or offered to wait in the bar) while they found a new one, rather than staying in the assigned undesirable room.
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Old Nov 24, 18, 12:01 pm
  #430  
 
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Originally Posted by G-CIVC View Post
We really didn’t want to be the loud and angry American either regarding F&B/housekeeping issues etc. or maybe I should have. But do guests really have to do this if this is a ‘luxury’ hotel? It sounds crazy but I think the staff that I have interacted with at the HR Schaumburg (shock!) last week were 100x nicer and most importantly much more genuine than everyone so far here!
That's fine, but you're also complaining about it here, so clearly, you weren't happy. Why not complain about it in a quiet, dignified manner? Also, why was the checkin so long?
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Old Nov 24, 18, 12:42 pm
  #431  
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I am glad that hotel management has been less defensive than some posters here and offered a substantial refund of some sort. So at least service recovery did happen. Maybe FHR clients aren’t that unimportant LOL

To rub more salt in, my SO fell sick later at night and the phone operator’s response at 2am would shock you so much that I will not disclose it here publicly.

It is OK to share your opinion that a PH should deliver similar service much like an ibis or holiday inn if one does not stay 60 nights a year with the chain. It’s totally OK. But there are at the same time peer hotels that can do better, so what’s wrong with suggesting possible room for improvement?

Originally Posted by platbrownguy View Post
This is the part that doesn't make sense to me, and I think, to others. If you're escorted to a room and don't like it, that's when you say you don't want the room. It's like trying a sip of a bottle of wine. You don't tell the waiter to go ahead and pour and then complain about it.

I would have told the agent the room was not acceptable, and I would have come back downstairs with the agent (or offered to wait in the bar) while they found a new one, rather than staying in the assigned undesirable room.
We told her on the spot, upon stepping into the room, where she said she would do something while having us wait in that room, but after a few rounds of her coming up and down, claiming to discuss with manager etc and phone calls etc, the ‘somethings’ just became nothing.

Originally Posted by steveholt View Post
That's fine, but you're also complaining about it here, so clearly, you weren't happy. Why not complain about it in a quiet, dignified manner? Also, why was the checkin so long?
Sorry, I should have made clear the two hours included the back-and-forth FDA ‘checking with manager’ while trying to do something, having to temporarily step aside for engineering to replace the LED, as well as going down to ask if we could do a voluntary room downgrade.

Last edited by G-CIVC; Nov 24, 18 at 12:48 pm
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Old Nov 25, 18, 5:02 am
  #432  
 
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I have a strong feeling some posters here should put this whole Globalist / point reservations / benefits universe aside for a moment and reflect what Park Hyatt Vienna really is and should be... a luxury hotel in a major European city. Not a beautiful redemption option alone.

As a luxury hotel they should be able to deliver a rewarding experience and show some true hospitality. Ms Dekker has a track record of going above and beyond and is undoubtedly a true hotelier, but PH Vienna has had issues in the past, most of which she corrected. That in some instances the property fails to make it right for a guest does not surprise me, neither is it surprising that some team members could react a bit blasé. All within what I have experienced and possible indeed.

If a guest has issues, she or he should be dealt with in a gracious manner and not be questioned. Globalists aside, a guest is a guest, especially in what wants to be the best hotel in the city.

This post might not be up to the gusto of many here, as it contradicts many favorable reports of what seems to be a favorite property of many, but it still is snapshot of what can happen and what the outcome is.
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Old Nov 25, 18, 7:11 am
  #433  
 
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Originally Posted by scented View Post
I have a strong feeling some posters here should put this whole Globalist / point reservations / benefits universe aside for a moment and reflect what Park Hyatt Vienna really is and should be... a luxury hotel in a major European city. Not a beautiful redemption option alone.

As a luxury hotel they should be able to deliver a rewarding experience and show some true hospitality. Ms Dekker has a track record of going above and beyond and is undoubtedly a true hotelier, but PH Vienna has had issues in the past, most of which she corrected. That in some instances the property fails to make it right for a guest does not surprise me, neither is it surprising that some team members could react a bit blasé. All within what I have experienced and possible indeed.

If a guest has issues, she or he should be dealt with in a gracious manner and not be questioned. Globalists aside, a guest is a guest, especially in what wants to be the best hotel in the city.

This post might not be up to the gusto of many here, as it contradicts many favorable reports of what seems to be a favorite property of many, but it still is snapshot of what can happen and what the outcome is.

I think that analyzing someone’s expectations is key to understanding their criticisms. In this case I highly suspect this person felt entitled to an upgrade they frankly weren’t entitled to. Why else spend two hours “negotiating” for a room? They also mentioned receiving (and probably requesting) monetary compensation. For these reasons I’m skeptical that the PH really failed to deliver to the magnitude implied...
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Old Nov 25, 18, 2:03 pm
  #434  
 
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We just stayed here for the first time in an Ambassador Suite. We liked the vibe and location much more than we did the Imperial (very taste oriented difference) and, while
we would absolutely stay here again, it was not the perfect experience shared by many above. Our biggest complaint was the not at all intuitive lighting system - I didn't want
to have to study the crib sheet placed in the room, so there were many times when a button pushed in, say, a closet, would turn off the light in the bathroom. One of the motion sensors required a lot of movement to keep the light on, etc. As well, the light in the lovely living area was not strong enough for reading and the bed was hard (again, a personal taste thing.) There are a few different Ambassador suites, but ours had no bidet nor special loo. There were maybe 8 closets, which seemed like a colossal waste
of space, but I suspect it was dictated by existing conditions.

Like several posters above, it seemed like the breakfast room was understaffed, so it did take time to get a table, get refills, place orders, etc. As well, our requested newspaper didn't arrive until Day 3, the concierge booked the car to the airport at the wrong time, despite having confirmed it both in writing and in person the day before. Our free transfer was not reflected on the bill (despite being reconfirmed by our TA) and wasn't fixed when we left because they had to review it. Also, there is only one elevator, which can be challenging at times, and when the door is open, the odor permeates into public spaces.

None of these details were deal breakers for us and we didn't talk to the manager about any of them, but a hotel at this price point should get these things right. Despite the
slowish service, we really liked the breakfast options and just made sure to allow ourselves enough time. The concierge recommended/booked a few excellent restaurants
for our needs and we really liked the beautiful details of the bank building. We will definitely stay here on our next visit to Vienna, but the expectations might be a tad lower.
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Old Nov 26, 18, 12:54 pm
  #435  
 
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I couldn't agree more on the lights. Absolute nightmare.

What odor from the elevator?
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