Hyatt House London Stratford — Hotel in London

We just wrapped up 5 nights at the Hyatt House Stratford and it has been an absolute nightmare stay. The hotel is new, breakfast was great, rooms were comfortable but the front desk team needs some serious training. This hotel front desk team is incompetent and has horrible communication. They are a front desk team for Hyatt House and a Hyatt Regency. I have received better service from small town Hyatt Houses, I can’t believe they represent a House/Regency.

I booked our stay using points, both the Regency and House were 9k points but I had my concierge book the house because they have suites which the Regency didn’t. We have a 4 yr old and a 1 yr old so suites are nice because it allows us separate sleep space for the kids I used a guaranteed suite upgrade months ago to secure this suite, my conscierge also confirmed a week prior to our arrival and requested rollaway bed The hotel is inside the mall and has no direct access to the road so we had a hard time with our bags. The hotel told us to text the whatsapp number when we arrived at the Figo restaurant since we don’t have calling in the UK. The taxi dropped us off at the road and we kept texting the hotel whatsapp number that they said to text to send the bellman, no bellman ever showed up. We carried all our heavy bags and two kids on our own At check in Charles was the one helping us. Zero globalist recognition, I had to ask about breakfast, late check out, about our suite, about water bottles - these are basic welcome protocols He gave us our three rooms, one was supposed to be my suite and two other standard rooms were for my parents and in laws (used guest of honor awards to book these but we got no benefits for them at all). We go to the rooms to find all three are identical, my “suite” has no separate living space/bedroom. I go down and explain this to Charles, he doesn’t believe me initially so we go up together and view all three rooms and his reaction is “oh weird”. He takes pictures to share to his manager. We go down and he says “we do have a suite available that’s a true suite but we are using it as a show room now”. Why wasn’t this communicated to me initially at check in? What in the world is a show room, apparently it’s being used to show to potential investors. So they are prioritizing potential investors vs a paying Globalist guest. I am beyond infuriated at this point, I confirmed this suite weeks ago. My baby is screaming at this point because he was supposed to nap in the room, our check in has now taken over an hour. Charles says the room can be available in an hour, we take kids to get food and come back only to find the keys aren't ready yet, we wait another 10 mins At this point I speak with the day manager to explain our frustration, she apologized for the whole experience and vows to make it right she was supposed to send up a rollaway bed for my 4 yr old. As we are leaving for dinner Charles and her say “rollaway bed is going up now”. We return from dinner and there is no rollaway bed in our room. My daughter is exhausted and wants to sleep. We call front desk and it’s now the night manager Sudan that answers. She says there aren’t any more rollaway beds available. I am beyond words at this point, my 4 yr old is screaming and exhausted. The night manager has the audacity to start interrogating me as to why I need a rollaway bed and how many people are in my room while there is a screaming toddler in the background. This is beyond insensitive, I tell her I will be down to speak to the manager in the morning when I don’t have cranky jetlagged kids. Our check in form has all guest names and ages on there, she has access to that information, the tone was totally insensitive and unhelpful. If this is how they are treating their globalist I don’t even want to know how they treat guests without status. The whole team here needs serious training. We will...

Good location in East London next to large shopping mall, stadium, transportation hub, casino, and V&A East Storehouse.||It was a direct shot by Elizabeth Line from Heathrow. Some stops on the way but effortless for the most part.||The mall is a little confusing to navigate - Stratford Station (Tube, Overground, DLR, etc.) located on 1st level. Stratford International Rail Station is located further away in relation to it and on another level||The mall (Westfield Stratford City) is on 4 levels and was packed full of people on the Sunday we arrived so moving about with luggage was a little stressful. No signage telling us where the Hyatt House was (on the level above Stratford Station - taje the escalator up one floor and look for the first left mall side wing as you head deeper into the mall) so we finally had to wriggle our way to the information desk by the Starbucks for directions. Check in for the Hyatt and Hyatt House is on the 3rd floor - take any elevator bank. Once you get your bearings, you use the elevator bank on the right side of the main lobby to access the Hyatt House rooms. Our room was 1118 which had a view of some condo towers, a little glimpse of the stadium, the sunrise, and central London off in the distance. We stayed in a King Studio that had a kitchenette (fridge, hob, dishes, silverware, microwave, dishwasher, detergent for both dishwasher and sink, dish towels, paper towels, pots/pans/cooling utensils, all quite complete),which was perfect for us. Bed was a little too soft and something kept setting off my nose. Possibly pillows? There was a laundry center on our floor - very nice and used twice in our 11 day stay. Detergent pods are sold at the front desk for 50p each. The washers and dryers are free. Soaps were nice. HVAC worked well. Lots of USB ports for charging so we didn't need our travel adapter. Lights took a little getting used to as well as the card key slot you put your room key into to activate your room power. I noticed that housekeeping conveniently left an extra card key in the slot so you wouldn't forget your key (like I did a few times until I got the hang of it). Just leave it in the slot - don't mistake it for your room key or you will end up locked out and having to see the front desk. Wing chair, small cocktail table and standing lamp in the corner were wasted on us as far as I was concerned. An extra chair for the kitchen table would have been much more useful. Other than that, the room was very roomy compared to central London hotels - we liked it. While the location was a bit far from central London where most of the tourist attractions are, there are a few things to keep you occupied and entertained close by - major shopping center, tons of restaurants, subway and train stations that are about 20-30 minutes from central London, 45-55 minutes from Heathrow. We...

Dear Hyatt Hotel, Stratford I’d just like to say a huge thank you to all your staff at the hotel during our recent stay over the Dimond League weekend event. We had an absolutely superb stay. Needless to say, the location was fantastic being so close to the stadium, and many restaurants, but the hotel itself was just amazing. All the staff on that weekend were a credit to you, I’ve never felt so welcomed at a city hotel before; very professional and so very polite. After a long journey and although our room wasn’t ready upon check in, we were given complimentary drinks whilst we waited in your lovely Elondi Restaurant on the terrace, thank you, much needed after typical GWR rail delays! I have to say that after an hour or so of waiting, how lovely it was to be in our spacious room with a view of the stadium. The room itself was very clean, lovely and bright and so very quiet. The kitchenette was well provided for, all amenities thought of. All immaculately clean. The bed and bedding were sumptuous, the bathroom spacious, also very clean. We couldn’t find fault at all. I’d like to add that the breakfast choices were also very good and of good quality. My only small gripe is that we chose to dine in the restaurant on the Saturday night. Understandably it was very busy to start with and as we hadn’t booked, had to wait what seemed to be an inordinate time to be seated, despite advising that we would wait on the terrace until a table became available. We waited over an hour before I went into the restaurant to ask for one of the now many vacant tables by this point. I think we would have been left outside for the duration if I hadn’t come in to ask. By this time, half the restaurant was available. I have a digestive problem, so I try to avoid eating late. By the time we were seated, we didn’t finish eating until well after 21.30 so I did suffer from indigestion for the remainder of the night and was slightly let down by what seemed to being ignored or deprioritised; Especially as the athletes had a private buffet area and were walking in and out with food piled high on their plates! However, when we did finally get to eat, the food was delicious. In hindsight, perhaps room service would have been a quicker option? Anyhow, I did want to thank you once again for a superb stay and will highly recommend the hotel. Perhaps we will be back again next year in the hope of celebrating my 60th and if we manage to secure tickets for the 2026 Dimond...