Hyatt Regency Toronto — Hotel in Toronto

I recently stayed at The Hyatt Regency with friends and family and had a terrible experience. I booked three rooms almost three weeks in advance…the Director Suite…a King High floor and a Double Queen High floor…and asked for all to be close by on the same floor. I was told that request was added to my bookings. I asked if parking was included and was told there was an extra charge of $40 for parking. I have parked many times underground there…not only for hotel stays but when attending Mirvish productions…and there was usually an attendant so I assumed that would be the case again. Upon arriving there was no attendant, just lots of signs saying pay at the pay station and put the slip on your dashboard. Looking at the choices, $15 was the max so I paid $15 and went to check in. I asked why I was told parking was $40 when it was $15 at the pay station and was told the parking underground is not owned by Hyatt and if I wanted to park overnight I had to pay Hyatt directly $40. So, because of lack of information when I booked about how the parking works, I’m out an extra $15. Not a great start. I have stayed in most of the hotels in Toronto and many hotels around the world and I have never seen a 9pm noise curfew anywhere like The Hyatt has. An 11pm or midnight noise curfew is a reasonable policy but 9pm is ridiculous…especially considering you’re located in the entertainment district of a major city. I am 65…my guests included a married couple in their 60s…a married couple in their 50s…my oldest son 42 and my youngest son who is 30. We are not a bunch of late-night partygoers who returned at 2am from clubbing that ran up and down the halls yelling…swearing and knocking on doors. We didn’t blare loud music with bass pumping so loud the walls were shaking. We didn’t trash our rooms nor did we steal towels and robes. We simply had dinner out and returned to the suite around 10pm. After some conversation for about 20 minutes, I brought out a card game and we proceeded to play. The game asks questions that can lead to hilarious answers so there were bursts of laughter but nothing that should’ve caused an overreaction like the Hyatt had. To get a security guard telling us at 10:45pm that there have been several complaints about noise and we can be heard at the end of the hall was total BS. Either he was walking past our door and decided to justify his existence by ruining our stay or if there was an actual complaint…I assume it was from the connecting room adjacent to my Director Suite because our laughter could not possibly have been so loud to be heard anywhere else. And then to be handed a threatening letter saying if we were told again…we faced a $250 fine…immediate eviction...and if any compensation was given to the complainers, that compensation amount would be billed to me…we were all absolutely stunned and very upset. Needless to say, our night was ruined because now we are so paranoid about making the slightest sound…even whispered conversation could land us in big trouble if the person who complained decided to be even more vindictive. The even more frustrating part is…when checking out I asked what kind of room was connected to the Director Suite and was told a King High floor. What??? That is one of the rooms I had booked three weeks in advance and asked for it to be close to the Suite so why the heck wasn’t I given that room as requested? That would’ve meant no one was beside us to complain about noise. And by the way…if laughter and conversation after 9pm is going to be punished like we were…the Hyatt is going to have a lot of trouble getting and keeping clients. So if going to bed at 9am on a Saturday night is your thing…maybe stay at Grandma’s house instead of The Hyatt. The 9am curfew will be the same but at least the room will be cheaper. The Hyatt’s policy is a joke. But make sure you’re very, very quiet while...

5 out of 5 across the board!

As a guest with Hyatt Globalist status I was very much impressed with every member of the staff and the amenities of the hotel!

Rooms - this is not my first visit however during this visit I was upgraded to a corner suite and was very much impressed with the layout, decoration, view and furniture. It had everything we wanted! One slight issue was encountered with the in room safe to which was resolved within 15 minutes of noticing the issue. Maintenance promptly came and resolved after calling the front desk. The room was clean, everything else worked as intended and was outfitted with a spacious living room to relax in.

Service - again, outstanding! Check in was super smooth, the front desk was very friendly and knowledgeable. The daily service to clean and organize the room was amazing, super friendly staff who would go out of their way to make sure we had what we wanted and were happy and comfortable! Great job and a shout out to Evelyn!

We enjoyed breakfast each morning downstairs and on both occasions chose the buffet. The breakfast selection was fantastic from a variety of fresh fruit, breads coupled with an assortment of eggs, meats and potatoes along with a omelet station and a waffle station. The food was fresh, appealing and tasted amazing! The best part of our morning breakfast however was our server James, we were fortunate to have him both mornings and he made it that much more enjoyable! James is friendly, approachable and goes above and beyond to make us feel special and ensured we had everything we needed or wanted! This level of service and attention to detail is harder and harder to find....great job!

Location - personally I love this location, there are some great restaurants within a short walking distance, very close to both the CN Tower and Rogers Stadium. Easy to get to via the QEW for us coming from out of town and after parking didn't use our vehicle as everything we needed was within...

Location is good, it has a Starbucks on main floor and decent lobby. Checking in on Friday afternoon, the first impression of the room is that its out dated, dark and doesn't really look the cleanest overall. Stains on the walls, visible repairs done to light switches that don't look properly installed etc. Absolutely no view from the room, construction of another high rise condo building is your view. We dropped our things in the room and went out for lunch and came back to change to go check out the winter market. Returned to hotel in the late evening and went to bed when I was woken up by one of the kids saying there is a bug in the bed. To my shock there was a black round bug in the bed jumping around and I took a photo of it. I also kept the bug to give to the front desk. The next morning around 11am there was work being done in the hallway right outside of our door with loud machinery and vibration throughout the walls. Our shower soap holder fell off the wall because of the work. Also leaving the room you had to pass through a cloud of dry wall dust just to get to the elevator. Didn't speak to the manager upon checking out but was told they would be in touch via phone or email. Days went by with no contact from anyone. Also Friday evening a few people from our group were at the lobby bar when someone walked in off the street and started harassing them and it took security a long time to escort the person out. We had a really bad experience overall mostly because of the bug found in the bed around midnight. Very disturbing, and the loud contractor work being done right outside our door on the 10th floor in the morning. I wouldn't return to this hotel even if the stay was complimentary. I was not expecting something like this for a Hyatt location and the lack of follow up from any of the management is also very disappointing. Take your business elsewhere when looking for a hotel to stay...