Hyatt Centric Midtown Atlanta — Hotel in Atlanta

I had planned a staycation for my birthday, but check-in left a bad taste in my mouth. I booked through the Hyatt app but I just happen to be a travel agent with my IATA # on my profile. The rate I paid was the member rate for booking directly and paying upfront. I just stayed at another Hyatt Centric in June without any issues, so I expected everything to go smoothly, especially since payment had already posted two weeks ago.

Things went downhill the moment I arrived. We got to the hotel at 11 am because I had paid for early check-in and received a notification from the Hyatt app at 9:10 am that my room was ready. I decided to call my Lyft and head over at 10:45 am, but as soon as I said good morning, Kennetta immediately said there was no early check-in due to a power outage the night before, and people were still in their rooms. She said you can leave your bags here until 4:00pm. This was before she even checked my reservation. I wouldn’t have taken a Lyft to get there if I hadn’t received an alert that my room was ready via app. Also I even had a digital key ready.

After some back and forth, she finally checked my reservation and mumbled under her breath that my room was, in fact, ready, but by then I was already frustrated. It was my birthday, and I really didn’t want to be dealing with this. I suggested we just leave, and only then did she say, "Your room is ready, you must not have heard me." It felt like she was finding reasons to make the check-in difficult.

Then, there was an issue with my deposit. I didn’t want to use the credit card on file, preferring to use my debit card, but she claimed the payment didn’t go through. However, I could see on my credit card statement that the charge had been taken late the night before of 58.00 still pending btw. The kicker was her saying her co worker would have cancelled my booking if they saw the deposit wasn’t taken. I am processing all this trying to stay in a good mood. I thought just handle it later, trying to stay calm, but the next issue came up when she questioned why my rate was the amount it was. I explained that I booked through the Hyatt app and my travel agent information was on file maybe that’s why. She then said I needed a badge to confirm I was a travel agent. I informed her that as an independent contractor, I didn’t need a badge since I booked directly with Hyatt. Even Intel Travel confirmed that a badge wasn’t required for my booking. This was my own personal trip. Not a work trip.

In the middle of all this, she said, "I’ll let you off the hook this time," which was incredibly unprofessional, especially for a paying customer. Needless to say, I won’t be staying at this location again. Even my daughter, who is just a child, noticed the unnecessary attitude. It was one issue after another, and it completely ruined the start of what was supposed to be a special chill day. I get she was stressed due to the power outage the night before ,but she was polite to the gentleman in front of me when I arrived. Besides that the hotel is beautiful, and the location is the star , but it’s not worth being treated how I was. I suggest the The...

We wanted a central place to stay where we could walk - this was perfect - a block from the Margaret Mitchell House/Federal Reserve & Monetary Museum, across a parking lot from the Lowes Hotel, and about 4 blocks from Piedmont Park. Jordan and the rest of the front desk staff are very welcoming. Leah, the bartender, is makes a good drink and good conversation. They allowed us to check in a little early. We brought an issue with housekeeping to the hotel's attention soon after check-in, and they were ON it - fixing the issue, apologizing, and giving us a little something extra for our troubles

(NOTE - a month later, and no contact from Hyatt on the private feedback I sent them - only this comment on the public review not addressing all of our concerns. I fear our suspicions about the lack of investment from upper management is correct, so lowering our star rating.*).

The room and bed were comfortable and looked fairly new. I wish they had a concierge to direct you, since it's in a location where you can enjoy events, dining, and attractions all within walking distance. We decided on this hotel over others in the same price range and area because of the indoor saline pool - which we enjoyed the first night of our stay, but there was an issue with the door lock on the second evening so we missed out. The bathrooms on the LL by the gym were out of order, and the bottle filling station on the Lobby level was also out of order. I didn't see any ratings for the restaurant, so we passed on eating in - I'm not sure if it just opened?? Lots of other options within walking distance.

Tips - rooms 609 and 610 are right across from the ice maker facing the front of the building and 10th street. Next time, I'm going to ask for a room that faces the parking garage or one of the side streets, and away from the ice maker which has a door, but no one uses it. Be sure to scan the in room QR code to see the Hotel Guide - but don't get your hopes up - many items on the list of toiletries they can share are either out of stock or have been stolen?? The parking situation was not clearly explained in the hotel info - there is a garage off the driveway, literally next door - very convenient. If you want to park yourself it is $26 a day to just leave your car there - and you pay the garage on exit ; if you want in and out privileges, take the parking ticket to the hotel front desk and you will pay them $2 more per day.

Staff & location were great, so we will consider staying again - it just seems like this hotel needs to invest a little more into maintenance and restocking stuff so staff don't have to keep apologizing for the things...

I’m beginning this review with comments regarding a very pleasant surprise that we just experienced as a result of two very competent and extremely nice women here at the hotel. One of the women is the housekeeping manager, her name is Sharon Parker, and I’m sorry that I didn’t catch the other woman’s name who is an operations manager or supervisor at this hotel. Anyway, they both came to our room with an umbrella and to apologize for our experiences that follow. They both understand guest service and I will pass along my comments to their hotel GM tomorrow. Bottom line is I’ve changed my review from a one star review to a three star review because of these two women. My comments that follow remain, as the treatment we received initially, are exactly as described in the following comments and their is no excuse for the Hyatt Corporation to treat their guests and employees with such disdain and disrespect.

I’m not even waiting until the end of our visit to share our check in and first morning experience at this Hyatt in Atlanta. Upon arrival we were greeted by the check in desk clerk with the comment that our king room was the only room left in our category and it had a view of the garage. No welcome to Atlanta or welcome to our hotel. The next question she asked was, would you like to upgrade your room for a fee. We were being up sold by a hotel, supposedly a 4 star hotel, like we were at a fast food restaurant and did we want a drink and fries with our meal. What was more astonishing is the manager on duty witnessed our exchange with the hotel front desk clerk. When I questioned the view and asked to be put into another room, I quickly realized that this was how the clerk had been trained to up sell the initial reservation. I Immediately apologized to her as once again it was welcome to corporate America in 2019. Why should Hyatt worry about their employees or their guests when corporate profits are all that matter. I’m done with Hyatt, and I suggest that we all consider corporations that consider how they treat and train their employees as well as they treat us as guests and customers. Btw, this morning we are experiencing unexpected rain in Atlanta and needless to say my request to borrow a hotel umbrella was answered in a very inappropriate manner. Would you believe the remark, I’m sorry sir, we used to provide guests with umbrellas when needed but the guests borrowed them and failed to return the umbrellas therefore we no longer offer any courtesy umbrellas. Well done Hyatt!!!Steve S.Currently visiting...