Hyatt Place Dubai Wasl District — Hotel in Dubai

A Mixed Stay at Hyatt Place Al Wasl District – Highlighting Exceptional Staff and Areas for Improvement

Our recent one-night stay at Hyatt Place Al Wasl District from 14th to 15th June was a mix of exceptional service and a disappointing start.

We want to extend sincere commendation to Miss Chely from the F&B team and Miss Yangchen from the reception team for their truly superb customer service.

Miss Chely was an absolute delight during breakfast. She was incredibly welcoming and accommodating, making sure everyone at our table enjoyed their meal. As it was Father's Day, she thoughtfully offered a complimentary cake to our friends who were also staying at the hotel, which was a lovely gesture and greatly appreciated. Her warmth and attentiveness truly enhanced our breakfast experience.

Similarly, Miss Yangchen at the reception was fantastic. She was very welcoming and went out of her way to accommodate our request for a late checkout, which made our departure much more relaxed. Throughout our stay, she was consistently helpful and attentive to any needs we had. Her positive and customer-focused approach was a highlight of our visit.

Unfortunately, our check-in experience with Sahil was quite the opposite and left us feeling very disappointed. Despite ensuring our requirements for a twin bed and a sofa bed (as there were three of us in the room) were communicated prior to arrival, Sahil did not even inquire about our bed preferences. There was virtually no customer interaction beyond him asking for our IDs, and we were simply assigned a room with one bed and one sofa.

Furthermore, his response to our late checkout request was immediately negative. He stated outright that our request could not be accommodated, even if we returned later that day, citing full bookings. While we understand occupancy can be high, his delivery was off-putting. Seeing our disappointment, he then suggested we return the following morning to check availability, but again, he was very negative, emphasizing that the chances of extending our stay were not good due to high bookings. His overall demeanor and lack of willingness to explore options at the initial interaction were very unprofessional and created an unfavorable first impression.

In summary, while the exceptional service provided by Miss Chely and Miss Yangchen truly shined and made a significant positive impact on our stay, the initial check-in experience with Sahil was a letdown. I hope the hotel can address the inconsistencies in their customer service to ensure all guests receive the same level of care...

We spent 6 nights in 2 interconnected rooms. One of the Front desk male staff on duty on the morning of 16th April was not very pleasing to talk, showing an attitude. Since we had late flight at 12 midnight on 16th April, we requested for late checkout for '1' out of the 2 rooms, which was denied. So it was problematic when after having dressed to go to the airport, we were fully drenched while returning back from the mall, due to the water clogged road in front of the hotel. There was chaos at the lobby with people trying to get taxis to get to the airport. Our pick up vehicle driver requested us to drag our luggage and come to a certain point, we asked the hotel for help, but one of the Indian staff 'rudely' refused help. Ajay, the bellboy at least tried to help us, called our driver and directed him to the hotel. Our vehicle finally arrived, and there was 1 hotel guest (Czech national) also wanting to get to the airport, the bell boy Ajay & security Jiwan requested us for help, and we obliged, as our vehicle had seats. Hotel staff should be updated about situations, news, flight status to advise their hotel guests. We had moved for the airport only at 8.15 pm, had your staff been aware of the situation and updated about the flight status, we would have been saved of unnecessary hassle. With the many flights canceled since morning, I am sure there were rooms available & we could have extended our stay there itself. By the time we got another hotel booked from the airport (awful one, but we had no choice 😔), made our way back from the airport & slept, it was already 3am. One thing observed is that they managed the breakfast crowd well. The tour operator guy was polite, easy to talk to & helpful. Housekeeping staff were also polite & friendly, greeting & asking us about our requirements. Had higher expectations from Hyatt for the rate we pay. Also please teach some of your staff to treat all guests equally, we are 'paying' not staying for free or a sponsored stay. We were happy that someone at least called to ask for a review, however the person disconnected hearing my sad story. Hence had to write an 'honest' review of the fateful day of 16th April 2024. Although we had initially overlooked some minor problems in the rooms, would now like to report, after a bad last day. Room 406 - broken handle of bath tub, an accident waiting to happen, my son nearly fell taking support. Room 403 - wash basin drainage was broken hence water would not drain out quick, shower room water would leak out, all the way behind...

All in all, it is a nice and comfortable place for a quick getaway for those who like experiencing what hotels have to offer. The service from staff at most touchpoints is pleasant, and the team does their best to respond to guest requests.

The check-in agent was very courteous and did her best to be quick with the process.

The rooms are comfortable and clean. However, the King Room with Sofa Bed, which I booked, felt overly congested and cramped when the sofa bed was opened up. This was in contrast to the second room I booked, which had a more open and spacious feel because the sofa bed wasn't extended as a bed.

The room service experience was a bit slow, but that probably depends on what you order. The staff don't put any effort in making conversation with you, and just come, place the items wherever they see place, and ask for the payment before leaving. No opportunity is given for us to make even small talk with them.

The housekeeping staff are superbly fast and have a pleasantness about them. They have formal conversations with you to ask you your preferences and acknowledge that they're done before leaving.

Breakfast at the restaurant could have been better. There were options, but not like you would expect in other properties with the same star rating. The staff in the restaurant also could have been a little friendly and not smile only if and when you smile at them. It seemed like they were worried about managing the influx of guests. The tables and chairs in the restaurant probably have seen better days - on one of the days, a table collapsed to one side when the guests were actually eating. It turned out that the leg of the table gave in and folded off. One another day, the chair of a guest carrying a baby broke a leg, and it was good the man was able to stop himself from falling, though the baby obviously panicked and started crying. These were things happening in front of us, and left a little worry that we should not have to experience the same mishaps.

The rooftop swimming pool can get a little cramped and crowded at certain times of the day, with people being too close for comfort and crossing each other's paths, rather than allowing you to soak in the sun and enjoy the usual calm of the water.

The check-out was by far the quickest I've ever experienced... literally within a flash...