Hyatt Regency Denver Tech Center — Hotel in Denver

This was my first time staying at this hotel and I received poor customer service. I was checked in by Larry who didn't seem like he knew what he was doing. I patiently waited while the other employee at the front desk, Jamie, checked in two men with accents. She looked like she was not having a good day and was not making any effort to explain to her customers why they need to swipe their credit card for an additional $50 per night charge. When I saw this I explained to them it was just a deposit for incidentals and they would get the money back. The customers thanked me and Jamie just stood there. Larry finally figured out how to check me in and was courteous.

When I got to my room my phone automatically logged me into the wifi since I'm a member and have been to several other Hyatt locations. Unfortunately the internet was so slow some internet pages weren't loading and a basic online game kept disconnecting. I was using the free wifi not the paid premium wifi. I called the front desk and got Jamie. I explained the situation and confirmed I was indeed connected to the correct network. She was unhelpful literally saying I don't have anybody to come check on that. I said I didn't need anyone to come up if I could reset the router in the room and I asked her where it was. She said she had to ask and came back and said the routers aren't in the room. So I asked how are the routers reset or how does the hotel check on the quality of the wifi. She said it's difficult because we have slower internet and then paid premium. At that point I asked for a manager and Jamie seemed to actually perk up and was happy to transfer me.

And come to find out Larry is the manager. As I tried to explain Larry interrupted me multiple times asking me questions like if I was connected to the right network. Clearly Jamie hadn't passed on much information but I responded to all the questions. Then Larry said if your connected to the right network what can I do for you? I again explained that the quality of the connection wasn't sufficient to load basic web pages. He said the only thing he could do was call IT and have them reset the routers but that he didn't know if that would help. I asked if he could go ahead and do that. He agreed reluctantly, he seemed put out like I was inconveniencing him. I asked about how long it would take and he said he didn't know because he could be put on hold. So I asked if he could just let me know when it was done. Again he reluctantly agreed. He did call me back 15 mins later and confirmed the routers had been reset and everything was good to go. I tried the internet again and it was the same.

I can only assume the room I was in was not very close to the routers or in some sort of a gap between routers. Or it's possible that this hotel intentionally throttles the free wifi to encourage guests to buy the premium paid wifi. The strange part is that neither Jamie or Larry tried to upsell me, they didn't even ask. All of my interactions with Jamie and Larry felt like I was interacting with high schoolers at a fast food restaurant who didn't really want to be at work. As a guest at a 4 star hotel I did not appreciate that.

To be fair everything else about the hotel seemed good. In general my room was clean and nice with minimal wear and tear. The facilities were also well maintained. I didn't go to the restaurant but it seemed pretty nice as well. If I had received even normal customer service I would have given 4 stars. Based on my experience I will not be returning...

I have stayed at the DTC Hyatt Regency several times in the past and was always impressed. The staff were professional, the place was spotless, and the rooms were excellent. Things have changed. Last night's stay was well below the standard I had come to expect. During the check-in the front desk employee alerted that there were two reservations instead of one. "No Problem, they will fix it", I thought. Then the employee went on to explain that he was going to cancel their mistake with no penalty. He repeated this as if he was doing a favor, instead of simply correcting Hyatt's mistake. The attitude was a bit extra, but so be it. The problem was solved. Then when I requested a parking pass, which was the standard previously, I was informed I had to use a QR code and an app. The app was clunky and required that I enter:

Time of Check-In Date of Check-in First and Last Name License Plate Phone Number

It did not work the first couple of times and was annoying. Previously they just wrote your tag number on a parking pass and you put it on your dash. It was easy and quick. When asked why the change, they said it was because some people complained they had to walk back to their car because they forgot to put the pass on the dash. So a method that worked great was not augmented with the option to use an app, it was replaced because some people are forgetful. What used to take 30 seconds now takes 5 minutes because the app stinks. Not a big deal, but definitely an annoying change and a lower level of service.

The real complaints though are the property was dirty and the room noise was absurd. Every time water was run next door it sounded like it was in the room. Never had this experience at the Hyatt before. Never was on the 500 level before either, so maybe request a different floor. Worst though was trash. The parking lot had overflowing trash cans upon arrival and trash strewn through the garage. It looked like a dump not a $200.00 a night hotel. The walkway carpet into the lobby is stained and had some trash too, both the night of check-in and the next morning. While the trash cans had been emptied by morning, there were still piles of trash in the parking lot that had been there the night before. Clearly some slob had emptied a bunch of to-go containers in the parking lot (pic included), but whoever empties their trash must not have the contract for cleaning up piles of trash in the parking garage itself. Parked on the 3rd floor, there was trash on 1, 2, and 3. The elevator looked like it hadn't been cleaned in a while either (pic included).

The room was perfectly clean. No complaints about that part of the experience. Think I'll go down to Colorado Springs and The Mining Exchange instead...

This is a very strange hotel. If you love kids aged from 5 to early teens running around floors until 11pm, this is the hotel for you!||Understanding it was Memorial Day weekend and the hotel had a lot of families staying however families took over the hotel and ruled it. ||There were kids playing football on the floor and running between each of the areas of the floor screaming, one night there was a black tie wedding and 10 or so kids were throwing ice on them from the 8th floor off the walkways into the atrium, adults took over parts of the lobby area with a esky full of alcohol and let their kids run riot around the lobby. ||The faces of people checking in was priceless - they had no idea what was going on. ||The pool is located directly off the lobby so you have people walking thru the lobby area, in lifts and around floors in bathing suits. ||Housekeeping, you cannot get hold of them when they have not replaced the towels on night 3 nor could we get hold of front desk and when they get delivered to your room, nothing but bad attitude from the staff member. ||The last night we came back to the room and it hadn’t been made up. Spoke to front desk and they advised they would organise fresh towels again to be delivered to the room. That took an hour. ||We bought our own bottled water to the room. The first night, housekeeping removed a half filled bottle and then charged us for one bottle of the hotels supplied water - this was fixed up on check out so possibly review your bill before checking out of the hotel. ||The room itself was fine, large with ample space. The bathroom had a large vanity and a bath tub and shower. |Air conditioning is old and doesn’t cool the room adequately. The safe is above the bar fridge so to avoid knocking yourself out with a swinging safe door, you need to lock it. ||Parking is USD20 per night and you have to register your car using an app. Parking is on the street or there is an undercover car park attached to the hotel. Bit of a walk from the rooms but we did have some weather during our time in Denver so it was good to park the car undercover. ||There are other hotels in Denver which I think would have been a lot better than the Hyatt regency! We won’t be back and unfortunately after this experience, we will look at other hotel chains when choosing hotels for...