Hyatt Regency Dusseldorf — Hotel in Dusseldorf

I left my family and flew to Dusseldorf on a Sunday evening in order to get to bed on time and be rested for work on Monday morning.||I arrived at 23:00 this evening hoping to check in and get to bed quickly but instead found a queue of 12 people waiting to check in and only 1 member of staff trying to serve them.||It took 30 minutes to get to the front of the queue and be checked in. I left some luggage last week, the front desk colleague assured me if would be waiting in my room - and if not I could call down and have it brought up.||I got to the room - but there was no luggage. I called guest services but no one picked up. So I had to go down to the front desk and then wait to speak to the front desk colleague. When she could finally speak to me she went to look for my luggage (while some other guests had to wait for her to come back to check in).||She said they couldn’t find my luggage and that I would have to check for it again tomorrow morning. I said I needed things from it now to go to bed and clothes from it early in the morning in order to go to work. She could not reassure me that it could be found at 6:00 in the morning when I get up. ||Finally, after impressing on her how desperate and exhausted I was and begging her to help she let me look for it in the back room with another member of staff and was able to find it and carry it up to my room. It was now 23:55 and it had taken me almost an hour to check in.||This is completely unacceptable service for guests and it is also unacceptable for a hotel to treat its employees this way - leaving them on their own, completely under-resourced and having to deal with frustrated guests. ||I asked the front desk colleague how I could complain to the hotel manager about this. I was surprised to hear her suggestion that I leave a review about it online. I asked her to give me the contact details so I could write to the manager, and got an email address for this. But as she suggested I will post this...

I recently stayed at your hotel, which is advertised as 5-star, but unfortunately, my experience was far from what a guest should expect.| • The room design was very disappointing. Upon entering, you step directly into the bathroom, with no proper corridor or space to place luggage. The rooms were also extremely small and not as shown in the pictures on the website, making the stay uncomfortable.| • The bathroom lights flickered during my entire 5-day stay. I reported this issue every single day, yet no action was taken. This was not only inconvenient but also unsafe, as it could have caused a short circuit and fire hazard. On my last evening, when I followed up again, the staff’s response was shocking. Instead of fixing the issue, I was told with a smile that the engineering team had “checked” and closed the complaint. Instead of my complaint to be resolved, the Team Leader smiled on me and said “So what you want to do now? I can just follow up with the engineer”. No repair, no solution—just dismissal. The attitude was rude, unprofessional, and left me feeling as though my concerns were mocked.| • The sink was clogged, and water would take a long time to drain. This issue was also never resolved.| • The refrigerator was not working, even though we requested it to be fixed since we had personal items inside. Because nothing was done, all our products spoiled.||For a property promoted as 5-star, this level of service and maintenance is unacceptable. Instead of showing care, attention, and problem-solving, the approach from the staff was to ignore issues and treat guests with indifference and disrespect. Based on my experience, this property does not deserve its 5-star rating.||I sincerely hope that management takes this feedback seriously and makes urgent...

Stayed here just earlier this week, maybe our 3rd or 4th stay at this property. Overall, really nice hotel still with excellent service at reception and especially the bar.

The club lounge is a bit disappointing but what many might not know, you’re actually allowed to use the space by the bar and, in Summer and better even, the outside terrace. You can also order real local Duesseldorf Alt Bier at the bar on the house if you have club access which we absolutely love love love. Give me several rounds of free Alt Bier over some wraps and salads any day!

As Globalists, we got a nice room on a high floor which great views of the city and the Rhein-Kirmes (large fair ground with rides and rollercoasters) that’s currently one which we thoroughly enjoyed. Actually- while no suite upgrades were available this time, we almost enjoyed this “standard” King corner room with a view more.

Only disappointment, and it is a big one, was the housekeeping service which was totally not up to scratch. Never had any issues like this at this property before but somehow whoever was going out room was either badly trained or outright lazy. We had a nicely written card on the bed asking (in German and English) for fresh sheets as we sweated a lot during the Summer weather and while the card was gone in the evening, we clearly just got the old sheets again. We also were silly and had some cookies in the morning and all the crumbs wrote still there even! Likewise, our red wine glasses had clearly been flushed out under water and returned to the shelf, stains still all over it and water glasses even had fatty finger prints all over. Yikes.

So yes, overall pleasant as ever and we surely will return next time in Dusseldorf but the housekeeping service was a real fail this...