Hyatt Regency Brisbane

Checked in after a flight from Cairns where we had a fantastic Marina view room with the sunrise through our balcony to the bed every morning. Of course we knew the high-rise Hyatt Regency was not going to beat that, but a city skyline or river view from a high 15th floor room would be good. We had a 5th floor view of a rear lane. Close the drapes and enjoy the super comfy bed and clever room layout. Plenty of breakfast places within 5 mins walk. Right on the CBD doorstep.

Great location right on Queen St Mall with rear access to Burnett Lane. Valet Parking is a bit expensive but efficient. Hotel rooms are clean and quite large, some with good river views. Breakfast is good value. Friendly staff.

Check in was quick..room was decent size and clean.. did not have time to check out all the amenities comes with the hotel stay

Breakfast has great options. Location is perfect.

Close to shopping

Good bar, and breakfast. Good location.

Don’t bother. Better properties in Brisbane for the price. Staff were not interested and hotel offered nothing special

Very clean and comfortable. Close by to all Brisbane CBD venues and shopping facilities, great location! Their Continental Breakfast was fantastic, plenty to choose from, great service overall!

Hotel is conveniently located in Queen Street mall. Only stayed one night so did not visit restaurant or swimming pool. Receptionist said he wasgiving us an upgrade as was our first time staying there. Room was exactly what I had booked online. Appeared only upgrade was putting us on floor 26....the top floor! However they did give us an extra hour for our checkout which was good.

We stayed at the Hyatt Regency Brisbane for 17nights. Up to the last day everything was exceptional. The Duty Manager who checked us in on 1st August was brilliant and very accommodating. The Restaurant Staff were exceptional. Room Service everything was great until the last day of check out. When we booked we also paid for late check out at 15:00. The typical check out time is 12pm noon at the Hyatt Regency Brisbane. On the last day 18th August, we went down for breakfast. My partner returned to the room before I at around 09:30. I finished my breakfast and went back to the room just after 10:30am. For security purposes like many hotels now, you have to key in your card at the lifts to be able to go up to your floor. At the lift, my card wouldn't work, when I finished breakfast to return to my room. So I went back to the reception to explain this and I was served by a female staff member whom I will not describe here due to data protection. She was frankly lacking in her manners and I would recommend she takes up training course on how to deal with customers. She informed informed me that the card was deactivated because there are outstanding money we owe!!! I have never heard such a ridiculous rule in hotels and as a valued member of the Hyatt who has stayed in Vancouver, Kuala Lumpur and Athens Hyatt Hotels, and countless other hotels, this is the absolute 1st hotel I have encountered where your room key card has been deactivated prior to thw official check out time as there are outstanding charges that needs settling! The point of checking out is you settle all outstanding bills at the check out!. I was asked in order for my card to be deactivated I have to show ID, but how as my personal IDs are in the room locked in the safe as we haven't checked out. So luckily I had a picture of my passport to show. When I challenged why the card has been deactived even though it is much earlier than check out time. She said "yes because there are outstanding charges on the room" and casually as I should know better. Frankly this is not a way to treat a customer of a hotel who hasn't officially checked out. Also, to add the reason why bank cards are asked at the point of check in is to take any funds that is outstanding. So honestly the management of the Hyatt Regency Brisbane should think carefully of this rule as you will soon lose many international visitors. When I went back to the room, it turned out my partner was asked the same thing by another staff member and because he couldn't produce anything he had to show his phone number. I repeat, a very ridiculous rule that needs serious reviewing. This then delayed us in getting ourselves sorted and checking out on time. As we were about to leave the room at 15:10, we recived a call from a female staff "reminding" us that we need to leave and that we have to come by the till to "settle" the outstanding charges! If this is the case, then perhaps the Hyatt should not have a rule that allows customers to check out online, as how can you then trust everyone will settle any outstanding charges. It frankly left a bitter feeling like we are running away without paying the money, despite being a valued customer of the Hyatt who has stayed in several places and that our cards were on the system to which we signed the Terms and Conditions that we will be liable if outstanding bills are not settled and that money could be automatically taken out of our cards. When we were at the check out a Male Staff member who was exceptional in his service asked us how we found our stay, I explained to him that it was brilliant until that morning. Whilst checking out, the female staff who asked about my ID to allow me back to the room, was pointedly looking at me as she was leaving. I don't understand what is her issue but she seriously needs some training on how she conduct herself. Finally my recommendation to the Hyatt Regency Brisbane, if you expect to attract International Visitors or any visitors for that matter, 1st, remove the rule of deactivating key cards before the official check out time because customs haven't settled outstanding payment. May I add that the room charge of £3000+ was fully paid and all the outstanding charges was just for about £150 for food. 2nd, remove the rule of asking customers to provide their IDs to reactivate their cards when they are returning from breakfast or from other hotels facilities. For a hotel that caters for international visitors and business visitors you will not have anyone visiting you with these rules. If you feel suspicious of customers not paying then do not allow online check out. My check out at Athens literally 4 weeks prior was a totally different experience to your check out experience at Brisbane. Finally please ensure that *all* your staff are highly trained in dealing with customers in a repectful manner. I would always stand up for staff who are rudley treated by customers, but I would also expect staff not to be lacking in their service towards customers.