Hyatt Regency Beijing Wangjing — Hotel in Beijing

I am a Hyatt Globalist member, and my recent stay at the Hyatt Regency Beijing was one of the most disappointing experiences I have had with the brand. What a luxury hotel should have been, turned into an embarrassing display of poor service and a complete disregard for customer loyalty.

Upon arrival, well after the standard check-in time at 4:20 PM, our room was still not ready. This is an unacceptable situation for any guest, but especially so for a top-tier loyalty member who is promised a seamless experience.

When we were finally given a room, the promised upgrade was incredibly underwhelming. Despite my Globalist status, we were simply given a room with a "better view" and nothing more. There was no effort to provide a suite or a more meaningful upgrade, which is one of the key benefits of the program.

The most shocking part of the experience, however, was the complete lack of service recovery. When we expressed our frustration with the situation, the response from the staff was completely baffling. Instead of apologizing or attempting to solve the problem, we were told that it was "okay to find another hotel."

This is an absolutely appalling way to treat a guest, let alone a loyal Globalist. The hotel's staff made no attempt to rectify their operational failure and instead dismissed us, showing zero concern for our time, our loyalty, or our business.

This experience stands in stark contrast to the service I expect from Hyatt. The lack of professionalism and the utter failure of service recovery at the Hyatt Regency Beijing is a significant issue. I regret having chosen this property and will be looking to book with other brands...

Overall, Hyatt offers a wonderful stay, there are few disappoin**ents. The room, property design and fittings are excellent, the best and most thoughtfully designed breakfast I think I've ever had and very noticeably the friendly, helpful and facilitative stage who can't do enough for you. An honorable mention to staff members Kerwin, Michael the concierge and Audrey and Sia, all who couldn't do enough for a customer, made you feel welcome and taken care of, in a discreet and thoughtful way. There were two things I wasn't so fond of. I was relieved to know I'd booked a non-smoking room. The first room I tried smelled of cigar smoke. Michael the concierge helped me try another, on another floor. It too had background cigarette smell in the room which I had to breathe all night. As a non-smoker it wasn't very nice with every breathe I took. Such are shared air- conditioning ducts I suppose. Anyway I wasn't gong to try a third room. Next time I'd try for a terrace room with an outside door. The smoke would need something that would have me thinking twice whether to book again. You could smell it sometimes when walking in the corridor. Lastly, the refund. Please know you'll be charged approximately another room fee as deposit. At checkout I'd forgotten to ask about its return but was later in the day informed it would need returned in 3 to 5 days. I feel this is a little bit unreasonably...

Overall, Hyatt offers a wonderful stay, there are few disappointments. The room, property design and fittings are excellent, the best and most thoughtfully designed breakfast I think I've ever had and very noticeably the friendly, helpful and facilitative stage who can't do enough for you. An honorable mention to staff members Kerwin, Michael the concierge and Audrey and Sia, all who couldn't do enough for a customer, made you feel welcome and taken care of, in a discreet and thoughtful way. There were two things I wasn't so fond of. I was relieved to know I'd booked a non-smoking room. The first room I tried smelled of cigar smoke. Michael the concierge helped me try another, on another floor. It too had background cigarette smell in the room which I had to breathe all night. As a non-smoker it wasn't very nice with every breathe I took. Such are shared air- conditioning ducts I suppose. Anyway I wasn't gong to try a third room. Next time I'd try for a terrace room with an outside door. The smoke would need something that would have me thinking twice whether to book again. You could smell it sometimes when walking in the corridor. Lastly, the refund. Please know you'll be charged approximately another room fee as deposit. At checkout I'd forgotten to ask about its return but was later in the day informed it would need returned in 3 to 5 days. I feel this is a little bit unreasonably...