Was really looking forward to an upgraded Hyatt experience from the Hyatt House/Place properties that I'm accustomed to staying at. Booked the Hyatt Regency, Atlanta Northwest for a short visit during Christmas.
To say this property did not meet my expectations would be an understatement.
There were two positive aspects that did stand out. The bar and restaurant Modern Provisions. The bartender Lawrence went above and beyond to provide good service and to fill me in on the details of the hotel that the front desk should have and didn't. He also made sure my meal was prepared as requested. The food at the restaurant is very good and he made sure it was packaged properly for takeout. He also made suggestions about different menu items which I appreciated.
The next day at breakfast, the server, whose name I don't remember, a lovely woman, took care of correcting an improperly prepared order. She was extremely helpful. There was supposed to be a menu in the room but there wasn't. When I called down to pre order since I was short on time, she ended up running through the selections and making her recommendations. I wanted the french toast, which was the number one requested item, but as it was the holidays, the truck had not come in and there was no bread to make the french toast. I decided to order the breakfast skillet which was supposed to be eggs with your choice of breakfast meat and breakfast potatoes and cheddar cheese.
When I arrived at the restaurant, I was given the skillet, which was full of bell peppers, onions, and had American cheese instead of Cheddar. Even though it was almost 11 am and technically the kitchen was closed, she had the chef remake the dish as I was allergic to bell peppers. Nowhere on the menu, when I was finally able to look at one, did it say that there were bell peppers in this dish, and that is something that many people don't tolerate, or are allergic to. Also why the chef chose to substitute Cheddar for American is beyond me. American cheese is something I don't eat. The view from the restaurant was lovely. There is a huge waterfall and pond. Unfortunately, there was also a broken black commercial trash can sitting in the pond, which clearly nobody had bothered to remove.
Outside of the two positive interactions with the bartender and the server the rest of my experience at this property left me underwhelmed, and I have zero desire to ever book here again.
For starters, when I checked in at 7:30 pm, even though there was a sign saying Globalist check in, there was only one front desk person. Fortunately there wasn't a line. This person was not helpful. She did not provide me with the proper door tag signifying that I had pets. She didn't tell me where the ice machines were located. She didn't tell me there was free laundry on the 7th floor. She didn't tell me about the restaurant hours or the free breakfast due to my membership level. I knew about the free breakfast because of my membership level. She didn't mention that the room doors don't close easily. They're lightweight and you have to forcibly close them until you hear a click. I was handed one bag with 2 waters a bag of chips and a bag of cookies as my globalist gift. No mention was made of my being able to request additional water the next day. There weren't signs on each floor indicating where the ice machines were as it's not on each floor. Despite specific instructions to being placed on a high floor room away from the elevator with a nice view. I was put on the 2nd floor right above some bushes overlooking the cars in the back of the hotel. The room was prepared feather free as requested. I went back to the front desk and explained that the room was not satisfactory and I expected to be on a higher floor. It turns out I should have also been upgraded due to my status. But that wasn't done either. A half hour later, new bedding and pillows were brought up and I exchanged the feather pillows. I had to repeatedly ask for the door tag signifying there were pets in the room which also means that housekeeping should not enter, nor should anyone unless I'm present in the room. Somehow the next morning I ended up on the housekeeping list when I shouldn't have. I had to use Google translate to explain to the housekeeper who didn't speak English, and despite the tag on the door, that I had pets in the room and didn't need housekeeping and they should not come in. She showed me the roster where it clearly showed that my room was designated for housekeeping. In reality, it should have been cleaned before I moved in which it wasn't.
When I arrived in the new room I noticed that the floors were dirty. There were dead ladybugs, there was a plastic clothing tag, as well as dirt. There were fingerprints everywhere. There was hair in the bathtub. Clearly the room had not been cleaned. The fridge was dented with missing trim on the bottom and rust. Surprisingly for the size, there was no freezer section, which was a problem since I had frozen food that needed to be kept frozen overnight. I asked if I could put a bag in the freezer downstairs. I was told no. I could keep freezer bags in there overnight but I would not have access to them but not personal items, even if they were in a bag. Additionally, there was no menu in the room for the restaurant, nor was there any information about nearby restaurants and shopping. When I spoke to the front desk the next morning I was told. Well, there should be a menu up there... I reiterated there wasn't, but none was ever given to me. I also asked for 1 of the plastic laundry bags, and was told they don't place them in guest rooms anymore, that they'd have to get 1 for me. A day later, I still hadn't received one.
Supposedly the hotel was remodeled a few years ago. Yet they ignored certain basics, like putting in proper toilet seats or at the very least replacing toilet seats that are damaged as was the one in my room. Instead of having the newer plastic soft close hygenic toilet seats, there was a plastic chipped toilet seat cover over a wood chipped toilet seat, which was completely non hygenic. There was also a hole drilled into the tank lid on the toilet, and clearly the toilet was original to the building more than 30 years ago. The fire sprinklers all had signs next to them, saying not to hang anything on them. Clearly, these need to be replaced and updated or covers put over them. The "Closet" was a joke. It looked like an ikea module shoved into a little alcove. No door no curtains and tiny. In addition to not being clean, there are no towel hooks in the bathroom other than one below the sink next to the toilet. The one nice feature is the mirror that has a nightlight feature when you turn it off.
This property is low staffed, only one person at the front desk day or night. Fortunately there is security. I found out from a family member after I had already booked that this was not considered a good neighborhood. I was fortunate that I was able to park on the top level next to the hotel rather than one of the open tier lower levels that also required a hill climb.
On the second night of my stay there was pounding and yelling and screaming in the room above the bedroom at 1:30 am. When it didn't stop by 2 am I called the front desk, who said they would send security up. Clearly, they did because about 10 minutes later the noise stopped. The walls are not well insulated.The doors are not solid fire doors so you do hear a lot of what's going on in the hallways and adjacent rooms. My first night on Christmas was quiet but the second night wasn't.
I've stayed at many Hyatt properties in the past few years. Overall, this one left me with the sense they don't give a damn about the guests. Nor do they care about the property and its upkeep. You couldn't pay me to stay here again. Unfortunately, there is no other Hyatt option close by to where my family lives. I will be booking at a different hotel the next time I visit.
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