Hyatt Regency Atlanta Perimeter at Villa Christina — Hotel in Brookhaven

If you are planning a wedding, PUT IT ALL on paper before you sign. Beware: the sales/catering manager is very charming, however; her personality is sincere. My warning to you is don’t allow the charm to make you naive to the fact that it is a sales meeting in the end. Her main goal is to make a sale for the Hyatt. Also, the venue price is built into the cost. The meal/drink prices add up and the taxes are pretty heavy. Make sure you ask for what you want and you are clear on what you are getting. Once the sales person seals the deal, then you are at risk from there. If it did not get written in the documentation, then good luck getting it honored. The wedding coordinator that we got after the closing of the sale decided to leave Hyatt a month before our wedding. She didn’t type up any of the details that were to be passed to the person assigned to us to complete the job. This created confusion and for us and also put us in a bad space with some things that were supposed to be a discount to our guest. Few things that displeased me: Our wedding was supposed to be outdoors. The sales person and the original wedding coordinator stated the contingency plan in the event of rain would be a setup/breakdown in the reception area for the wedding ceremony. No one mentioned anything about a cost until the day of when they replacement wedding coordinator saw rain in the forecast. She was on me for funding until an hour or so before the ceremony, adding unnecessary stress to my day. If there was a cost, it should have been presented to me during the sale, not at the wedding. We were told by the sales person and the original wedding coordinator that our room block guest would receive a $5 discount on the breakfast buffet. Our wedding planner confirmed with the hotel contacts and they even told us to print it on our accommodation cards. The manager on staff would not honor it for our guest, because he said it was not in our contract. I know it’s only $5, but when you tell people to expect certain things; it’s the principal of the matter. Also, it becomes the different between a tip or not for the staff. The wedding coordinator was not accessible the Sunday morning after the wedding. Instead of the wedding coordinator hearing my concern the following Monday, she started pointing fingers at us. The food you taste during the tasting might have a different taste and presentation on your wedding day. We went through two tasting and asked for the Chef at the second tasting to be there on our wedding day. Either she was there and forgot what she put together or someone else took her place. It was not as expected. The plates are pricey, so the expectation is for the taste and presentation to live up to the cost. Be clear on what you getting in your wedding night suite. All we got was a few flower petals on the floor near the bed. Looks like it was a last minute thought. The sales person said it would be fixed up nicely for us. I guess we missed the details on that one completely. Ask what the room block discount amount will be for your guest. Ours was around $5. We can to learn that once the block filled up and others wanted to block. The coordinator for the rooms started telling the guest the prices on the website where the pretty much the same as the block. We got a lot of “I don’t know” from the staff. Otherwise, the facilities are nice and well keep. They do a great job with setup for the event. Our wedding was June 16. I reached out to the wedding coordinator while traveling for our honeymoon. The emails were a bit negative, as well as the conversations with her. Before deciding to write this review, I reached out to cooperate and I was promised that someone would get back to me. So far that has not happened. This was...

I am appalled by the terrible customer service here. How is this even a 4-star hotel? Other hotels I’ve stayed in that are lower than 4 stars have provided me way better experience and service, what’s up with that? When we entered our room, it was freezing cold, and the heater was broken. It was so cold like a freezer to the point that as I was waiting for staff to come resolve this issue, I had to stand outside to wait because sitting in 60 degree room is truly unbearable and by that point, I was already starting to feel unwell. Yet, staff didn’t even come by, instead they simply send a maintenance guy who wasn’t even in uniform to our room. Despite being a nice guy, it was difficult to communicate with him as his English wasn’t his first language, and instead of the 10 minutes he said it would take for the heater to work, we waited 20 minutes, and still, it was freezing. I then had to once again call front desk and staff said they would conduct a room change for us…We waited an absurd amount of time again and no updates from the hotel staff at all. Yet, when I called them again to get an update on the situation, they suddenly had a room open up…which makes me wonder…what was staff even doing this entire time? You definitely weren’t prioritizing our issue if you couldn’t even give any updates or follow- ups and needed me to reach out AGAIN, and ONLY then, did this new room suddenly open up??! Again, when they send the next staff member up to give us our new room key, they also were not in uniform. The entire process has been NOTHING like how a 4-star hotel service should be. I am incredibly upset by the lack of efficiency, POOR customer service, and the indifference and apathy of staff here. I even had to call and ask for a refund as we decided to cancel our remaining stay here because it is indeed THAT bad, and while the staff member permitted us our refund, who’s to say that will actually occur? The lack of staff responsibility here makes me question if they can even communicate well amongst each other to ensure our refund will go through and is truly approved. There is zero proactivity on their part, and there wasn’t even an apology, not even an attempt to make amends, nor any sort of reparations. I had to push staff to even offer any of these changes, and that should NOT be my responsibility. And don’t even get me started on the poor quality of the hotel here. Our new room had a terrible smell after turning the heater on, the lamp covers are broken, the soap stand is chipped, and the carpet is dirty, the shower is dirty, and the water pressure is incredibly weak, but we are too tired from our long drive to make anymore complaints…especially when we have to be the ones repeatedly directing the staff on how to do their jobs…The lack of professionalism here is astounding, and we definitely will not be coming back to this hotel ever again. I don’t pay for a “4-star hotel” (if you can even call it that, ridiculous) to have their customer service staff to treat me like crap and NEED me TEACH them how to resolve customer issues. ** on the day of checkout, we finally met with someone really qualified as 4 star or 5 star hotel staff , Kissy-Ann who greeted us friendly and asked us about our experience and we told her what happened and she apologized for what happened and waived our parking charge and will tell her manager what happened. She is friendly and polite and that is really what a 4/5 star staff should be. This hotel should be rated as 1 star but due to Kissy-Ann , we add...

I am appalled by the terrible customer service here. How is this even a 4-star hotel? Other hotels I’ve stayed in that are lower than 4 stars have provided me way better experience and service, what’s up with that? When we entered our room, it was freezing cold, and the heater was broken. It was so cold like a freezer to the point that as I was waiting for staff to come resolve this issue, I had to stand outside to wait because sitting in 60 degree room is truly unbearable and by that point, I was already starting to feel unwell. Yet, staff didn’t even come by, instead they simply send a maintenance guy who wasn’t even in uniform to our room. Despite being a nice guy, it was difficult to communicate with him as his English wasn’t his first language, and instead of the 10 minutes he said it would take for the heater to work, we waited 20 minutes, and still, it was freezing. I then had to once again call front desk and staff said they would conduct a room change for us…We waited an absurd amount of time again and no updates from the hotel staff at all. Yet, when I called them again to get an update on the situation, they suddenly had a room open up…which makes me wonder…what was staff even doing this entire time? You definitely weren’t prioritizing our issue if you couldn’t even give any updates or follow- ups and needed me to reach out AGAIN, and ONLY then, did this new room suddenly open up??! Again, when they send the next staff member up to give us our new room key, they also were not in uniform. The entire process has been NOTHING like how a 4-star hotel service should be. I am incredibly upset by the lack of efficiency, POOR customer service, and the indifference and apathy of staff here. I even had to call and ask for a refund as we decided to cancel our remaining stay here because it is indeed THAT bad, and while the staff member permitted us our refund, who’s to say that will actually occur? The lack of staff responsibility here makes me question if they can even communicate well amongst each other to ensure our refund will go through and is truly approved. There is zero proactivity on their part, and there wasn’t even an apology, not even an attempt to make amends, nor any sort of reparations. I had to push staff to even offer any of these changes, and that should NOT be my responsibility. And don’t even get me started on the poor quality of the hotel here. Our new room had a terrible smell after turning the heater on, the lamp covers are broken, the soap stand is chipped, and the carpet is dirty, the shower is dirty, and the water pressure is incredibly weak, but we are too tired from our long drive to make anymore complaints…especially when we have to be the ones repeatedly directing the staff on how to do their jobs…The lack of professionalism here is astounding, and we definitely will not be coming back to this hotel ever again. I don’t pay for a “4-star hotel” (if you can even call it that, ridiculous) to have their customer service staff to treat me like crap and NEED me TEACH them how to resolve customer issues.|** on the day of checkout, we finally met with someone really qualified as 4 star or 5 star hotel staff , Kissy-Ann who greeted us friendly and asked us about our experience and we told her what happened and she apologized for what happened and waived our parking charge and will tell her manager what happened. She is friendly and polite and that is really what a 4/5 star staff should be. This hotel should be rated as 1 star but due to Kissy-Ann , we add...