Hyatt Regency Calgary — Hotel in Calgary

I have been a loyal guest of the Hyatt in downtown Calgary for years, staying with my two children at least four times annually while visiting family. However, a deeply traumatic experience during our stay over Easter break ‘24 has shattered my trust in this hotel and left me feeling unsafe and unheard.

During this visit, my children and I went to enjoy the pool, a usual highlight of our stays. Instead, we walked into approximately 20 men overcrowding the hot tub for hours, far exceeding its maximum capacity, and another half a dozen dominating the pool. They were blasting loud music through speakers, blatantly violating hotel policy, and openly drinking alcohol in the pool area where food and drinks are strictly prohibited.

The atmosphere was deeply unsettling. I watched as other families entered the pool area, took one look, and promptly left. They must have understood what I was about to experience and wisely chose to protect their children from the discomfort.

Hotel management made several polite but ineffective attempts to address the situation. They asked the group to turn off the music and put away the alcohol, but each time, the group pretended to comply, only to resume their disruptive behavior the moment staff left. The pool area is unsupervised, allowing these violations to continue unchecked.

The situation turned horrifying when my 10-year-old daughter told me that one of the men exposed himself. I cannot say whether this was intentional as I did not witness it, but the impact was shocking, traumatic, and entirely unacceptable. No parent should ever have to face this situation at a reputable hotel that claims to provide a safe and welcoming environment for families.

We immediately left the pool area. When I attempted to contact the manager from our room, I discovered the phone wasn’t working. I had to take my children downstairs to the lobby to report the incident to the front desk. The staff member I spoke to was courteous and apologetic, but her response felt transactional at first when she offered me 10,000 points as compensation, which I refused.

To her credit, the same staff member came to our room about 30 minutes later to apologise. She explained that the manager was not on-site but assured me she would escalate the matter when he returned. She also kindly spoke directly to my daughter, which I appreciated.

After our stay, I emailed the manager with video evidence clearly showing alcohol consumption in the pool area. His eventual response: an offer for a refund for our March stay and the promise of a complimentary night during our next visit.

Hoping to address this matter properly, I took the offer and visit for that one night, expecting to meet and speak with the hotel manager in person. Yet again, he was not on-site. His previous assurances of wanting to handle this matter personally now feel hollow.

The most troubling part of this entire ordeal is the unmistakable prioritization of corporate profits over guest safety and comfort. It appears Hyatt is willing to alienate families to accommodate large groups who openly disregard hotel policies and show a complete lack of respect for other guests.

The on-site staff tried their best, but their efforts were ultimately powerless against what seems to be a deeply flawed corporate strategy focused more on revenue than responsible hospitality.

This experience has completely shattered my trust in a hotel I once held in high regards. Hyatt, your corporate leadership must urgently address this matter and reassess your priorities.

Families deserve to feel safe and welcome at your properties. No child should ever be exposed to such traumatic experiences, and no parent should feel helpless trying to protect their children at one of your hotels. If you fail to act decisively, you are failing your guests and everything your brand claims...

I travel extensively for work and pleasure, tending to stay at IHG or Hyatt properties, the latter being my favorite. Hyatt Regency San Francisco Embarcadero has always been the #1 favorite hotel I've ever stayed at in the world. This property, however, blew all other hotels out of the water with ease. I am a Globalist member & frequently get upgraded to the basic suite during my stay. This time, an upgrade to the conference suite was in the cards. Before I even arrived, the staff went above and beyond to help me. The front desk had toiletries sent up to my room, researched steak houses near the hotel, and even had a list of them waiting for when I arrived. Earl at the front desk was the MVP of an overall great staff. When I checked out, they were short staffed, so as the valet went to get my vehicle, someone from the front desk came up to help me with my luggage. Any other hotel they would have waited until a bell staff member was available.

Now let's discuss the room, upon checking in, I received my key cards with the envelope marked with 2 different room numbers. Confused, I inquired about this and was told "It's the conference suite, you have 2 entrances." The suite was legitimately 3 normal size rooms combined. Roughly 1,400 sq feet, included a bathroom by one entrance, the master bathroom by the bedroom, a massive conference/kitchen table, small kitchen, 2 coffee makers, and a patio... You heard right, not a small balcony, an actual PATIO with patio furniture. 2 large and very comfortable patio chairs, couch, and a table. Area that was large enough that my 60 lb service animal could run around for hours without issue. A custom welcome letter from the front desk manager with his business card waited for me next to a small box of chocolates from a local business. The views from the patio were great if you looked up, being on the fourth floor made views horizontally slightly difficult. From the bathroom, you could see the Calgary Tower. The room had 3 different thermostats in each section of the "room", and had heated floors in the master bathroom. The master bathroom itself was absolutely beautiful, the shower was out of this world. Rainfall style showerhead with a detachable and adjustable second shower head secured to the wall.

The Regency Club was on the smaller side compared to others. But it was not only open, but the staff were very friendly. I've had this misfortune to stay at several Hyatt Regency properties for them to say "Yeah, our Regency Club is closed" and don't give a real justification. A typical honor bar with the exception they had actual liquor, not just wine and beer. And the prices weren't out of control. $9.50 for a glass of Woodford Reserve, yeah that's a deal.

I didn't get a chance to truly explore the area immediately surrounding the hotel, but from what I saw, there was tons to see and do all within walking distance.

I jokingly told the front desk that I was never leaving. Honestly, this was one of the top 3 best hotels & customer service I've experienced in nearly a decade of traveling across the country & the world. The steak house located in the hotel had flyers out for their Christmas Buffet 2 months away. I am seriously considering coming back here for Christmas just because of how amazing the hotel &...

-It pays to be a globalist -Regency club was good -Loved all of my special treats. -Love the employees -I love the shower -Water filtration in the room -Bed was comfortable -Perfect location Hyatt Regency Calgary you employ the best, of the best! But now you need to employ me, lol. I just received a five star for me being a pleasant globalist. I really do wish that more people would be like me. I have seen how some people behave. Han, Candace (favorite),Romi, Viah Earl, Lillian, Dennis, and of course Mark, they were all fabulous. Love all of their performances. But the three that really went out of their meat to make my stay so enjoyable was Candace, Dennis and Han. I wanted to bring them home with me, lol. I also have to include Gloria, I met her, she’s from El Salvador and she is here working at the Hyatt helping to keep our rooms clean. I love the restaurants that’s inside the hotel. The Thompson is part of the Hyatt. That’s where Eric, Dennis and Leann work, the food was good, dinner was the best. Love the location. We stayed a couple extra night and was upgraded to a suite a two room suite which is fabulous. Although the first night I had to let them know that the temperature would not go down in her room and it was extremely hot and I also had to let them know to change out the comforter because it was filthy. Right side of the bed as you’re looking at the bed, sloped down really bad. Our new room we have two queens, which is great because snowing was further away from me, lol. Anyway, the bed my husband was in his very sloped down to the headboard. If you’re looking at the queen, it’s the one on the left. They fixed it. Something might be going on with the frame. They fixed it. The regency club was good, I really enjoyed Romi, and Carlos, but not so much Nick. Nick didn’t have things stocked, spoons, silverware, etc. This was Saturday. It was, I guess busy but there was so much untidiness and they were out of a lot of things have not experienced this. Nick was really bothered by people. It’s really not hard to keep things clean and keep things stocked but for him it was maybe he was just having a bad morning, but I think this happens often. Pliar who tidied up our room so kind and sweet. The shower was fabulous. Our room is so bright, cheery and clean, and we love the extra room just for sitting having a cocktail and watching TV. We loved having the water filtration in our room easy to fill up our bottles. Thank you Hyatt. Wow, thank you. I...