Hyatt Regency Hong Kong, Sha Tin — Hotel in Hong Kong

Operational disaster at this hotel.

I stayed 5 nights at this HR at the beginning of the month and it was a fairly good experience. I used my suite night award and got a 2-bedroom suite with water view, couldn’t ask for more. The lounge breakfast is disappointing but it was ok. So I booked another 5 nights a week later and it was one problem after another. I left a night early and just left the room empty as I was so fed up with the experience.

For starter, I was assigned a room on the 11th floor. So going to the Regency lounge means I have to take an elevator to the lobby, walk to the other end of the lobby, and take another elevator up to the 25th floor. Do that 2-3 times a day over a week and it becomes annoying. You’d think they would be sensible enough to place their lounge guests on a floor that uses the same elevator as the lounge floor. But I can brush that off as it’s just inconvenience.

But when I made my way to the second elevator, I found that my key does not allow me access to the lounge floor. So I had to walk over to the reception desk and wait in line to have my key updated. Note that this is the second time I had to do this as I experienced the same after checking in on my previous stay a week ago. There seems to be a pattern of not granting access to those who should have access to the lounge: Globalist members.

Now, if those were the only issues, I probably would also brush it off. But for the first two days of my stay, housekeeping failed to clean my room. Since I work and sleep during US hours, I specifically requested housekeeping services before noon at check in, even on my app. I leave my room at 8am and return at 5pm but the room was not cleaned for two days. I finally tracked down a housekeeper and asked to speak to her manager. It appears that my room does not even show up on their list of rooms to be cleaned. At this point, I was really getting irritated but figured it’s simple human error.

I went to bed at 5pm and had my DND light on. But at about 8pm I received a call from the concierge saying I have a package and that one of their staff is at my door trying to deliver it to me. I was not expecting a package but I saw it is one of their staff so I opened the door and was handed an envelope. It was an offer letter to someone else who is looking to stay for 2 months. And for the next two hours, I couldn’t fall asleep again. That really pisses me off as problems seem to be one after another and only gets worse.

The next morning, I informed the Assistant FOM and he was apologetic and offered to assign me a better room the next time I stay at this hotel. But at this point, I’m done with this hotel and so I just packed my bags and moved to another hotel, even though I still paid for that night. But the disappointment does not end there!

3 days after my stay I got an update on my Hyatt app that I received 0 credit and 0 points for my stay. So I had to reach out to customer support in order to get my entitlement. If this is the experience for a Hyatt Globalist member, what would it be like for those that have no status membership?

I do not recommend this...

I was checked in speedily to a nice, sizeable room with mountain views. This place was also close to my work so it meant I could have a longer sleep in the morning which was nice. The restaurant staff were helpful and I enjoyed the food.

Everything started off so well but then some standards began to drop, I guess you could call it the domino effect. Firstly, I was awoken on my third night at 4am to the sound of a loud TV from another guest - I can't very well blame the hotel for the rudeness of another guest, but it was irritating and of course I didn't want to change rooms at such a late time in the night.

When I returned to the hotel after work, I explained that I wanted to move rooms for the upcoming night as I didn't want to risk another night of disturbed sleep. The receptionist obliged kindly and asked me to wait for 20 minutes in my room while they arranged and readied the room for me. After 1 hour and two irritated phone calls from myself wondering why I was told to wait for so long, I was finally taken to my new seaview room. The room was fine, it was smaller than my last room, but what was annoying is that someone had clearly smoked in this room (hence why the wait time I imagine was so long). At this point, I couldn't be bothered to change rooms as I didn't want to spend another hour or so having to wait for a room change. As I was only staying one more night, I decided I'd go down to the swimming pool bar and enjoy some drinks by the pool that evening. A waitress in the restaurant showed me to my table outside and gave me a menu. Despite there being a bar outside, there was no bartender. 15 minutes later, no sign or trace of a front of house staff member could be found outside. They just decided to ignore the fact that I was outside, which really irritated me. I left the venue and explained to the restaurant manner that I was purposefully neglected and left in a huff. I thought that I'd order room service and proceeded to order a bottle of sparkling wine that I had seen on the bar menu downstairs. However, this wasn't available as room service (despite coming from the same restaurant) so I had to go back downstairs and order it and then ask for it to be sent to my room! The same restaurant manager could see that I was irritated so he sent me up the bucket of ice and glass which came after I arrived back in the room.

Despite the flaws, I did actually enjoy the hotel and realise that my review reflects mainly on the problems. However, in hindsight the hotel was still nice and spacey The food was good too - particularly the burger! I would return, I just think more attention to detail here is lacking. Please don't put non-smoking guests in smokey rooms, or at least clean the room out thoroughly and offer another room in the meantime! Funnily enough, this is the second time I've stayed at a Hyatt hotel and had to be moved to another room, only to discover that the room I'm being moved to had...

Booked in to the hotel for one night although we live in HK. Upon check in we were pleasantly surprised to be given an up grade to a suite on an upper floor. The suite although a little dated was clean and very good value. Front of house staff ( Ray) was excellent, professional and efficient. Before going to our room we tried to ask staff at the cafe desk ( pm on 20th at about 1500) a question regarding breakfast and because their english was poor they just giggled. Pretty unprofessional. |We have eaten at the buffet of the cafe on a number of occasions however on this occasion we thought we would eat a la carte. Having done so we will not eat here again and will not eat breakfast here tomorrow. As a starter we ordered pumpkin soup with bread. The soup when it came was like yellow water with very little pumpkin taste. It was the worst soup we have tasted and upon complaint i suggested the manager try the soup and honestly give his opinion. To be fair he did so and came back and admitted the soup was like water and said the chef had made a mistake. The two small pieces of bread with the soup were obviously stale. The menu price of the soup was 100 hkd per bowl. A total rip off. |Before we had finished our yellow water the server brought out or main making is feel rushed. |For our main we had salmon and the lamb chop. These were 310 and 360 hkd. The portions were small and the veg with the lamb was cold. Again we felt the quality and quantity were very poor value for money. |At the end of the meal the manager took the soup off our bill and he was actually pretty good at his job. I actually felt sorry for him having to front up such poor food. |We previously considered the buffet ok value and presume it still is. However, it appears little effort is put into providing decent meals for customers wishing to eat a la carte. We...