Overall, it was a 1-star experience but I’m giving 2-stars because my room did have a great view but I don’t think I would recommend or stay here again given this experience. I stayed at Hyatt Regency Chicago for a business trip and must say the overall experience was not on par with what I’ve experienced at other Hyatt stays in the past. Keep reading for details on the star rating:

Upon check-in, my card was charged for the amount of the stay plus incidentals but there was a “system glitch” and they had no record of the charge going through/wanted me to try charging my card again. I said I was going to charge my card again and get double-charged because it went through, and then I showed the individual where it shows the authorization charge on my credit card app. After 15mins of troubleshooting (still haven’t gotten my room keys), the person checking me in went to the back to talk to a manager who said accounting would take care of this issue to avoid any issues at check-out. Surprise, the issue was not resolved and after 10mins of the “manager” looking into the issue I had to charge yet another card to avoid leaving with a balance but was not provided a receipt.

I specifically asked for a copy of the receipt to reference, as I was told I would have to talk to accounting at a later time to resolve the matter, and after another 10mins of waiting for their systems to populate a receipt it was never received—they couldn’t print a paper receipt nor would an email come through on email. I asked if there was a folio or receipt number I could reference and the “manager” responded with “just use your confirmation number,” and after sitting there another 5-10mins to validate the confirmation it was determine what I had on file and the hotel on file weren’t the same.

There was ZERO acknowledgement of the inconvenience nor the churn this entire ordeal caused me, which shows the value they have in service. I ended-up having to leave with no receipt of record of the incident/charges because I was going to miss my flight. After leaving the hotel almost 2 hours later, still no receipt but the “manager” confirmed it was sent. Now I’ll have spend my time getting in contact with their accounting department to resolve the matter. It was a REALLY BAD customer service experience all the way around.

On top of all that, when I did finally arrive to my room, it wasn’t clean and despite going to the front desk multiple times did not get addressed until halfway through my stay. I would have happily switched to a different room but was told none were available due to conferences that were happening at the hotel. I also couldn’t use the safe in the room because security never came by to help reset it after going to the front desk two times, so I ended up lugging around things throughout my entire stay outside the hotel.

The room I was in was updated and modern, but I could hear the people in the room above me stomping around throughout the day and night as if I was living a poorly insulated apartment.