Hyatt Regency Cincinnati — Hotel in Cincinnati

I would love to give this hotel a higher rating because it wasn't all bad. Let me start with the good things first. The staff at the restaurant, bar, valet and cleaning crew were fantastic. Especially Chris and Scott at the bar. Never the less they were all so welcoming and nice. The rooms were alright but clean, would have been better if I got the top floor that I asked for months ago. Now on to the horrible front desk staff. I booked this room months ago and requested the top floor. This was book on a global status. I get there and it takes 20 mins to get me checked in. I was told there were no more rooms on the 22nd floor. I accepted the 19th, because I just spent 9 hours on the road from Virginia and was ready to get settled in. I told Mr. Milian about my check in experience he was the person who booked the rooms for us. He sent a text message on the Hyatt app and was totally ignored. The next morning (Saturday 30th) Michael sent me a text telling me he hasn't heard back through the app and told me to go over and request the room. THE MINUTE!!,, I walked up to the front desk the big boy with glasses "and of color" got defensive. I was not rude, I asked about the transfer of room and he went into defense mode as if he wanted to argue with me. I asked him why they haven't responded he just ignored my question, he shrugged his shoulders. I then turned to the lady from the Friday 29th check in and she just gave me an excuse about 17 and up is premium, so I guess premium is French for top floor. she then told me the top floor was booked for a wedding, in which is the reason why I was there. I was at the wedding with all the people from that floor. So I walked away calmly and told Mr. Milian about the nasty experience I had with "Rick Ross" downstairs. By the way he needs training. Just because I'm black doesn't mean I need to be treated like "A Brother!!" So after the wedding I came back to the shop, I wanted a bite to eat before I went to bed. I walked over to the store and asked about a pizza after waiting 5 mins for the girl to even address my presence. I want to say her name was either Rose or Leonor. Either way she was rude and disgusting and I guess she was annoyed and felt the need to not provide customer service. I went over to the front desk to ask for the manager's name and number because I wanted to let her know what was going on with her staff. Again either Rose or Leonor looked up at me and said "yes" not can I help you but "YES" I asked for the managers name and she looked over at her co-worker and rolled her eyes in disgust. I asked her if she just rolled her eyes at me and she immediately argued back as if she didn't. She wrote the names down and tossed the paper over to me. I left the next morning to drive back to Virginia. I came back down stairs to turn in my key and she said "Name" not how was your stay, no apology, just "Name" So you are a corporate hotel with ghetto front desk staff. They made me feel like I was staying at a super 8 off the interstate. You should be ashamed of your front line employee's and not have to pay this much money to be treated like trash. . TRAIN YOUR FRONT DESK STAFF. Anyway I did not leave Cincinnati with a bad taste in my mouth because you have horrible customer service at your front desk. I loved my stay, your restaurant staff was excellent, valet was excellent, and your cleaning staff was excellent. You need to switch them around and put that front desk on garbage duty because that's what they are. Beautiful city, awesome people. If you can avoid the Hyatt front desk at all cost, don't waste your time complaining or asking questions they will treat you bad. I honestly don't expect anything out of this. It would be nice to get an apology from the front desk but that's not going to happen. They are too cute to be wrong for anything. Thanks Cincinnati You're a great city with a few bad apples. I'll be back and we will see...

We almost exclusively use Hyatt because of credit card points. We particularly like Hyatt Regency since it is usually in downtown proper and has extra amenities like a restaurant and great fitness center/pool.

This Hyatt Regency has a great entrance, decent fitness facility (much larger than usual), and proximity to great restaurants downtown. We were able to walk to most of the locations we wanted to go. The staff was also kind but they are obviously under-staffed. The good stuff stops there.

The rooms were not cleaned to the standard I’m used to. The toilet and sink were clean at first glance, but both had a layer of grim/mildew under the rims (which is a frequently missed spot if you aren’t paying attention to detail). The towels are threadbare. It’s almost comical because my towels from 12 years ago in college aren’t as bad as these.

The bathroom door had what I HOPE was coffee splashed all over, along with various other stains. There was a booger on the bathroom wall. The temperature gauge looks like it has never been wiped and there was grime on the buttons (this goes for most of the high touch surfaces in the room). I ended up cleaning these things (bathroom door and high touch surfaces) myself because I assumed this is the theme in all the rooms. The ice machine has mildew at the back of it. The machine itself looks Paleozoic. How is this a 4-star hotel?

The TVs are outdated and so are the room furnishings. The bed was comfortable, but there was an ill-fitting mattress cover and no fitted sheet (just flat in lieu of fitted).

Honorable mention to the 2 cockroaches we found in a 3-day stay. I understand that’s a hard problem in a large city building so I’m not even going to say it’s the hotels’s fault. It’s still gross.

I want to be clear with all of this that I do not blame the ancillary staff and this is all clearly a reflection of poor leadership and management. I stayed at a Hampton Inn two weeks ago for work that was a 2-star hotel and the cleanest place I’ve ever stayed. It’s about staffing appropriately and following through with the standards you say you hold yourself to. I’ve seen management comment several times when a negative review comes up that’s it’s not “up to their standards.” Threadbare towels, dirty underbellies/lack of attention to cleaning, and outdated rooms are chronic problems. This hotel doesn’t update (or probably care) because the convention center and other attractions like the Bengals stadium will always bring in guests. It’s a real shame. I will continue staying at reliable Hyatts in the future but I will not stay here if I...

From the moment that I entered this hotel to the time that I departed, every single thing was perfect! I spend about 150 nights in hotels each year and this was by-far the very best experience that I have enjoyed in years. After a very long day of travel, through 3 airports, several delays and ultimately a missed flight which put me in Cincinnati 10 hours later than I was scheduled to arrive, and having just been told that the airline lost my luggage, I was beyond weary. I dragged myself into the lobby and was greeting with a beaming smile and a energetic welcome. I chatted with the desk agent and told her of my difficult day and my lost luggage and with a quick hand motion, she had her colleague run into the back and bring me a very nice bathroom kit. (Hairbrush, toothpaste, toothbrush, etc) I went up to my room and it was fantastic. Big, comfortable bed, a great view of the city, large desk to get some work done, a massive television and the cherry on top was the shower. It had a dual water source, so it felt very much like a spa shower. In the morning I chose to have breakfast in the hotel and their buffet was delicious. Waffles, French toast, pancakes and omelettes, all made-to-order, and a large display of everything else you can imagine: fresh fruit, breads, muffins, cereal, etc. My server was fantastic. Not only was he quick with a smile and refills on my drinks, but he gave me some great advice as to where I could purchase clothes while the airline tried to find my luggage. The service and food was so good, that I went back again the next morning. The server remembered me and what I had ordered the previous day and immediately had a big plate of French toast out to me without even needing to ask. It may seem like a little thing, but to me, it was huge. The purpose for my stay at this hotel was that I was speaking at a meeting taking place in one of their larger conference rooms. Again, every detail was perfect. The catering staff, lead by Elizabeth F. was without equal. They were so friendly and incredibly helpful as I was setting up for my presentation; offering me beverages, even getting me some extra paper and a Sharpie when I realized that mine was still with my lost luggage. The AV staff were also fantastic. All the equipment was set up to my exact specifications before I even walked in the door. I simply cannot say enough good things about this property, their wonderful, friendly and attentive staff, and my memorable experience staying there. There is no doubt that this will be the hotel I will be staying at during all future visits...