Hyatt Regency Chicago — Hotel in Chicago

They almost ruined our wedding day. Our experience was so bad with this place we will never book a Hyatt hotel or any properties they own ever again! So originally my fiancé was planning to book a suite at the Hyatt Regency Chicago for her bridal party. When she called the hotel we received inconsistent and dismissive responses from the sales reps. One sales rep said we could not get a tour of a room we’re paying $1000+ for claiming rooms are usually booked before tours, while another rep said tours are only for customers booking a block of rooms.

Mind you there is nothing on the Hyatt website that says or indicates that the Hyatt has a no-tour policy which added to the confusion. Despite this discouragement, my fiancé went ahead and booked a suite for $1000+ to accommodate 14 people, believing she could still arrange a tour and cancel if needed. After booking the room I drove my fiancé to the hotel in person where she went inside and requested a tour and was repeatedly dismissed, and no one made any attempt to find an appropriate resolution. Not only was my fiancé dismissed, she was provided two different sets of reasoning by two different employees in the same exact department.

Over multiple calls and an in-person visit my fiancé was met with dismissive attitudes and inconsistent information, with staff making no effort to assist or address our concerns.

When she tried to cancel after we decided that Hyatt did not meet our needs for such an important occasion (our wedding) she was told that her booking was non-refundable. After this we both called and emailed them asking for a refund because even though the booking was non-refundable you would think these people would make an exception since we spent $1000+ and weren’t satisfied and it’s for our wedding! We ended up having to get an attorney involved and our attorney did a great job pointing out the poor customer service, conflicting information, and refusal to provide basic hospitality or courtesy, as well as refusing to issue a refund or at least a credit for future use. After all of this Hyatt still refused to refund us or offer a credit! So our attorney emailed consumer affairs and they were awful! We asked for the name and email to contact their legal department and consumer affairs lied and told us their is not an email address for legal only a legal address as if the internet isn’t free. The fact that consumer affairs at the Hyatt corporate told us that no one in the Hyatt legal department, a $13 billion company, has an email or phone number and can only be reached by physical mail as if we’re in the dang stone ages was just another example of their unwillingness to resolve what should’ve been a simple matter.

We ended up finding legal’s email because you know the internet is free! So our attorney emailed Margaret Egan Hyatt who is the Executive Vice President and General at Hyatt Hotels Corporation. She responded to us and gave us a full refund! We sincerely appreciate Margaret Egan who sadly is the only person we came in contact with who did the very obvious and right thing. Ms. Egan was kind, receptive to our feedback and gave us a full refund which we truly do appreciate.

We should’ve been treated way better than we were when planning what is the most important day of our new life together. It’s a shame we had to get an attorney involved and go all the way up to the very top to get a resolution. This hotel is awful. The Hyatt regency Chicago gave us such a terrible experience we will never book a Hyatt ever again. Think twice before booking at this terrible place and surely don’t ever in your life involve them in any of your...

Overall, it was a 1-star experience but I’m giving 2-stars because my room did have a great view but I don’t think I would recommend or stay here again given this experience. I stayed at Hyatt Regency Chicago for a business trip and must say the overall experience was not on par with what I’ve experienced at other Hyatt stays in the past. Keep reading for details on the star rating:

Upon check-in, my card was charged for the amount of the stay plus incidentals but there was a “system glitch” and they had no record of the charge going through/wanted me to try charging my card again. I said I was going to charge my card again and get double-charged because it went through, and then I showed the individual where it shows the authorization charge on my credit card app. After 15mins of troubleshooting (still haven’t gotten my room keys), the person checking me in went to the back to talk to a manager who said accounting would take care of this issue to avoid any issues at check-out. Surprise, the issue was not resolved and after 10mins of the “manager” looking into the issue I had to charge yet another card to avoid leaving with a balance but was not provided a receipt.

I specifically asked for a copy of the receipt to reference, as I was told I would have to talk to accounting at a later time to resolve the matter, and after another 10mins of waiting for their systems to populate a receipt it was never received—they couldn’t print a paper receipt nor would an email come through on email. I asked if there was a folio or receipt number I could reference and the “manager” responded with “just use your confirmation number,” and after sitting there another 5-10mins to validate the confirmation it was determine what I had on file and the hotel on file weren’t the same.

There was ZERO acknowledgement of the inconvenience nor the churn this entire ordeal caused me, which shows the value they have in service. I ended-up having to leave with no receipt of record of the incident/charges because I was going to miss my flight. After leaving the hotel almost 2 hours later, still no receipt but the “manager” confirmed it was sent. Now I’ll have spend my time getting in contact with their accounting department to resolve the matter. It was a REALLY BAD customer service experience all the way around.

On top of all that, when I did finally arrive to my room, it wasn’t clean and despite going to the front desk multiple times did not get addressed until halfway through my stay. I would have happily switched to a different room but was told none were available due to conferences that were happening at the hotel. I also couldn’t use the safe in the room because security never came by to help reset it after going to the front desk two times, so I ended up lugging around things throughout my entire stay outside the hotel.

The room I was in was updated and modern, but I could hear the people in the room above me stomping around throughout the day and night as if I was living a poorly...

If you’re considering this location for a wedding hotel, DON’T DO IT. My husband and I used this as one of our wedding hotels and it’s where we got ready before the ceremony. We booked our hotel block 8-9 months in advance, my dad booked one large suite and a junior suite under his name he told the Hyatt large group / event planner were for the bridal party to get ready. When we checked in and got the keys, we discovered they put us in suites in two different towers on opposite ends of each tower pretty much as far as they could possibly be. If you haven’t been to this hotel, you have to go to the third floor I think it was and walk down a couple of hallways to connect from one tower to the other. So for example, to get from one suite to the other you’d have to walk down to the elevator, wait to take the elevator from like floor 18 down to 3, walk through the halls to the other building, wait for the elevator again and take it up to the correct floor. It took 15 minutes when the elevators were busy / in use. This created a lot of extra stress when our wedding planner had to go back and forth between suites, photographers, videographers, our parents went to each suite to get their gifts / photo ops and it was a disaster. My mother in law missed our group suite photos because she had been in the guys suite getting her gift and the elevators were taking forever. We had to move on because we were behind in the timeline, people were calling her trying to see where she was at, it just added an extra layer of stress that shouldn’t have happened had the hotel had better customer service / care. We did ask if we could switch one of the suites so that they were in the same tower and we were told they were all booked it was too late. It was super frustrating because we booked those way in advance and there’s no way every junior suite was booked at that time and they couldn’t have made it a point to at least put the men’s suite in the same tower as ours. Same thing with our bridal party, everyone was spread out in different towers on all different floors from like 2-20. One of my ladies forgot her earrings in her room and couldn’t go get them because she was in the other tower and it would take her half hour to make the full trip. I understand we can’t have all our rooms in a row on the same floor, but the same tower at least spread across a couple of floors would have been nice. I hadn’t thought to ask beforehand but since we had worked with a Hyatt event planner so far in advance, they knew our whole wedding party and families were staying there I assumed they would at least try to put our 23 rooms in the same tower. The rooms were nice but for a wedding block to be on 20 different floors in 2 different towers with the bridal party suites as far from each other as possible, it made the experience...