Hyatt Regency Aqaba Ayla — Hotel in Aqaba

I’ve been staying at Hyatt Regency Amman for years and have always appreciated their impeccable service. Sadly, Hyatt Regency Aqaba was a disaster from start to finish, making it the worst hotel experience I’ve ever had.

I had booked a suite and two individual rooms, expecting the same five-star standards. From the moment we arrived, everything went downhill.

Check-in was chaotic. Only two receptionists were handling check-ins; they looked exhausted, disinterested, and unwelcoming. The process dragged for hours, and we only got our rooms after 5:30 p.m., wasting an entire day.

During check-in, I requested a late check-out, offering to pay for a half or full day. The receptionist agreed and said weekends were quiet, so it wouldn’t be an issue.

On the day of departure, the front desk supervisor was arrogant, rude, and dismissive. He insisted we vacate by 12 p.m., saying, “it’s not my problem” if we had a late flight. When I reminded him of the late check-out promise, he boasted about “training the team” and working in five hotels, showing zero accountability. When I asked to meet the Rooms Director, I was told he was “too busy in a meeting” to meet guests. Eventually, the Assistant Manager came, who was the only one to handle the situation professionally and offered us two standard rooms to stay a few more hours. However, I still had to vacate my suite because “another guest wanted it,” which was extremely upsetting.

Trying to salvage the stay, I went to the spa, but the experience was a disaster. I had booked a 30-minute massage, but after a quick shower, the therapist told me I would only get 15 minutes because she had another client. Her attitude was dismissive, sighing, and pouting. No one from management came to resolve the issue. Instead, I was told to go downstairs to the male supervisor myself, rather than someone coming to me. When I asked to use the jacuzzi in the therapy room, they made it complicated, saying it’s only part of a package, with no effort to offer any alternative or goodwill gesture. I ended up sitting there watching my friend get her massage, completely frustrated.

Facilities are lacking. There are no golf carts or transport options for guests, which is shocking for a resort of this scale. Walking to the beach takes a 10-15 minute walk, making it extremely inconvenient for families, elderly guests, or anyone with mobility issues.

Most of the staff look overworked and demotivated, especially at breakfast, where you feel they don’t want to be there.

The only positive experience was with the housekeeping team, who were professional, kind, and efficient, and the in-room dining team, who provided exceptional service. Lunch and dinner were spectacular, and they went out of their way to ensure we were happy. But this does not make up for the terrible overall management and service.

Hyatt Regency Aqaba does not reflect the Hyatt brand. It is poorly managed, with leadership disconnected from guest experience. For anyone expecting luxury, family-friendly service, or a relaxing five-star stay—this is not the place. I would never...

The rooms are spacious and breakfast is quality . However I expected 5 stars service but in my opinion the service was 3.5 stars . I booked 2.5 months earlier for 3 rooms, at the check in date , we were located in the ground floor , the room was not clean , there was no complimentary drinks, and the view was a wall, the wall is a bit distant but still a wall, and to reach the room we had to walk through a narrow corridor . I asked for room change and that was made . The new rooms were better located , though I found under the balcony sofa a bowl from other people leftover , and here I wonder the hotel cleaning level . I also want to mention at the check in I was told that the only available rooms (connected in the ground floor) and after I made the complain we were moved To connected rooms in the second floor !

We had a booking for 2 nights for 3 rooms and 2 rooms For one night , at the day we needed to check out from the third room , we asked for a late check out as my nephew -8 months -needed to sleep, the request was rejected and there was a delay in moving the baby crib.

I wanted to go to the gym , I entered but someone followed me asking me to come back to put my room number and sign a waiver that any pain is my responsibility ..... I felt I was chased and what is the needed for a waiver since I was going to the gym plus at check in they already checked my vaccine certificate . I understand this , but I could have been Approached in a nicer way

The area for kids is closed ! With us 8 and 6 years old boys and it was a shame the area was closed coz of covid -19 though they could access the family pool.

Coffee at breakfast not tasteful in my opinion .

In my experience in 5 starts hotel, when going to the swimming pool , there is a nice welcoming , hand over of towel and bottle of water . At Hyatt , there is no attention to guests , we pick up our towels no water and asking for ice , we were asked to get it from the restaurant and then they said they will get it but we left after a long wait with no Ice..

The only person was really welcoming and offered a nice conversation Ms.Nancy from the spa . On the opposite when I checked in the person I was talking with , suddenly left me to talk to his colleague without even saying anything and when I mentioned He apologized

At the beach area in my opinion there should I expected much more...

Dear Hyatt Regency Management,

I am writing to express my deep disappointment and frustration regarding the check-in process during our recent family trip at your esteemed hotel. Despite having booked five rooms well in advance, we encountered significant delays that marred our overall experience.

One of the primary issues we encountered was the substantial delay in checking in. It was disheartening to learn that the regular check-in time of 3 PM was not adhered to, and we were forced to wait until 5 PM to gain access to our rooms. This delay disrupted our plans and created unnecessary inconvenience for our entire group.

While the rooms themselves were satisfactory, with a decent view, I must commend your room service and the quality of the food. We found the room service to be prompt and efficient, and the food served exceeded our expectations. However, it is unfortunate that such positive aspects were overshadowed by the inefficiency and lack of organization displayed during the check-in process.

Although the staff members we interacted with were friendly, it was evident that they lacked the necessary organizational skills to handle the volume of guests efficiently. The delays at the front desk were quite noticeable, and it was only through the assistance of Cherise, one of your Guest Relations representatives, that we received periodic updates and reassurances while waiting to check in and check out. Cherise’s attentiveness and efforts were appreciated, but it is clear that the overall check-in procedure needs improvement.

As a frequent traveler, I have stayed at various hotels, and unfortunately, the subpar check-in experience at Hyatt Regency significantly impacted our overall satisfaction with the stay. Prompt and efficient check-in procedures are crucial, especially when guests have made reservations in advance, as we did.

I hope that you take our feedback into serious consideration and make the necessary improvements to ensure that future guests do not encounter similar inconveniences. We had expected a more seamless and enjoyable experience at your establishment, and regrettably, that expectation was not met.

Thank you for your attention to this matter. We trust that you will take appropriate steps to address the check-in process and improve overall guest...