Hyatt Regency Greenwich — Hotel in Greenwich

My wife, son and I stayed at the Hyatt Regency Greenwich from June 21 to June 23. It was booked using points.

Overall, it was a very poor experience.

We had a king size bed and a rollaway, which is relatively common when we travel.

When it was time to go to sleep, my son (almost 12 years old) went to the rollaway. He started to complain right away at how uncomfortable it was. Figuring he was just being dramatic, I offered to take the rollaway and he could sleep in the king with mom.

His complaints did not do justice to how bad it was.

The springs were sticking out and jabbing me all over, and every time I moved it made an incredibly loud squeaking sound. As it was late and I was very tired, I figured I would fall asleep and it would ultimately not matter. I was unable to sleep, and got perhaps 20-30 minutes of sleep total. It was truly the most uncomfortable bed I have ever slept in. I have slept on a $20 air mattress from Walmart that were substantially better.

The next morning, I went to the front desk and explained the problem. While tired and cranky, I was on my best behavior knowing it wasn't their fault. I asked that they swap out the bed for a better rollaway. I asked that they please make sure it is much better.

When we got back that evening, there was no rollaway bed at all.

I then called the front desk. Unfortunately, calling the front desk is a frustrating ordeal because the front desk button connects to the AI Help tool, so I need to go through several steps to speak with someone actually at the front desk. Think calling Comcast and having to keep answering questions to finally be able to ask to speak to a representative.

When I finally spoke with a front desk person, I calmly explained the situation. Again I was nice because it wasn't that person's fault. I told them about the prior night, the conversation with the front desk person that morning, everything. I asked them to make sure that the new rollaway was more comfortable.

When housekeeping showed up, it was the same damn bed. Or at least, almost the same. The housekeeping guy was apologetic and said this was all they had. I was pretty upset and told him that. To be fair, he brought me a duvet so I could put it over the mattress to make it better. It didn't make it better, but I did appreciate him trying.

I then hit the wake up call button, and it transferred me to the AI Help tool, but unfortunately, there is no option to request a wake up call. So I had to go through multiple menus to ask to speak with a representative to request a wake up call.

I requested a wake up call for 4:05am as we had a 6:30am flight. I confirmed with the woman the time and she confirmed.

The wake up call never came. Fortunately, because the mattress was so poor, I did not sleep and we also set the alarms on our phones so we woke up.

I was little more than frustrated, so before we left for the airport, I stopped at the front desk. I explained to the person how disappointed I was and that I would like to speak with a manager. There was no manager readily available at 4:30am on Sunday, so I asked that a manager call me (I left my cell number).

Two days later, I am still waiting on that call.

So, this is the first negative review I have every posted about a hotel in my life. It was a miserable experience, with fail after fail after fail. I will never stay at a...

CONSTRUCTION!! - DISRUPTION !! - SECURITY?! - HOSPITALITY?! ---Read to the end of this review for a conclusion.

Our 11 PM arrival felt weird from the start. The limited sentences about "construction" on the website doesn't allude to the massive closure of all front entrances or the roundabout way to get to the back parking area with a barely visible "do not park here" sign next to the alternate entrance. The parking lot was still full of ice from the recent storm, which enhanced the difficulty of entry.

But wait... so much more... the Temporary Check-in desk was empty at that time of night, and only about 40 cars were in the vast parking lot. Check-in was fine (we had used Hyatt and prepaid), but then the desk clerk announced a $20 self-park fee. I told her the parking was an icy mess, already nearly 11:15 PM, with the lot basically empty (which should have been my 1st major hint), and construction closure made it even worse for entrance/parking. They still wanted $20 in a suburban setting to self-park? Oh.. "I'll make it $10" said the desk person and then charged the full $20 to my credit card anyway. But we were given two vouchers for a "free cup" of coffee (self-serve) that was presented as a gracious perk. NO restaurant is available due to construction, just a little gift shop with a coffee stand in the back.

We were initially assigned room #4803, but getting to the one operable elevator bank was down a long hallway of worn-out carpet, closed conference rooms, and then past sheets and sheets of tarps shielding the massive Atrium construction area. Upon arriving on the 4th floor, we ventured down four immensely long, dark, unattractive hallways (stopping 1/2 way to get our breath and laugh) and then found the #4803 door was open by 2 inches, obviously not locked. I never bothered to look inside, knowing it was unsecured and dozens of non-hotel people were working in this construction pit.

Then we dragged suitcases again for the long trek back to the isolated temporary front desk to get a new room, this one closer to the elevator and locked. As we switched keys, I asked WHY we had been assigned the room so exceptionally far from the elevator and received the answer that she thought it would be quieter. (hmm, although dead quiet at 11 PM, that should have been my second clue about the construction size)

The next 2nd-floor room was closer to the elevator and quiet. The bathroom was very dated, but the bed was good. We left at about 9:30 and then heard the massive construction going on inside the Atrium; luckily, the 2nd room was buffeted from that. Only then did I understand how many rooms in this expansive place were impacted by construction noise, which meant assigning rooms far away from the ONE working elevator bank.

With our "free" lukewarm coffee in hand the next morning, I again walked the worn-out hallway needed to exit the building while my husband answered the front desk's inquiry, "How was your stay?" I never heard what he said, but this review does provide the details.

Another recent reviewer advised managers to "CLOSE" this old hotel during these extensive renovations and wait for a return to glory. I second that suggestion and warn others to STAY AWAY-- for now – and definintely read recent reviews before booking rather than going by the Hyatt Regency name, which...

Take the time to read! Do not stay here!!

Zero stars here

Saturday April 6th me my husband and young daughters who are 4 and 6 stayed at the Hyatt in Greenwich CT 1800 E Putnam Ave, Old Greenwich, CT.

We stayed in room 3089 at 2:00AM. Someone was banging on our door repeating the word "sheets" . We took it as someone was trying to get us to open our door because we would think its room service delivering sheets.

This person repeatedly knocked on our door, my husband went to the door and looked through the peephole and whoever was there blocked the peep hole. My husband yelled he's going to call the cops and front desk and they continued banging and this went on for a few minutes, waking my daughters who were hysterical and this is their first experience in a hotel.

We were absolutely terrified but assumed a hotel such as the Hyatt would have security cameras on the floor. We informed the front desk in the morning and Devon told us he would look into it and check the cameras.

My husband called this morning and was told "it wasn't looked into yet." You mean to tell us that all day Sunday and this morning your employees didn't look into it? How is that possible? It was a potential robbery. That was not a person stumbling to a "wrong room."

At 1:00PM today I called and asked to speak to Sherry Hicksbuckle who had zero information to give besides, "for privacy reasons there are no cameras on the floors" also, we noticed there is no key card for safety to get onto the elevators. Anyone can walk in and go to any floor of their choice. People staying at your hotel should be aware of this.

Sherry refused to give me a name of who I can escalate this to. She just kept saying, email consumer affairs. I am really unfamiliar with what consumer affairs does because I wanted to speak to someone in charge of consumer affairs or someone above her. Sherry took a long pause and laughed. I questioned why she was laughing and she said she wasn't and that I need to speak to consumer affairs.

She also told me it was presumptuous of me to say that there’s no proper safety measures.

We called our credit card company to dispute the charge and our credit card company was told by someone that they believe we were drinking because we bought drinks at the bar. How unbelievably unprofessional could this staff possibly be? So at 2AM this staff is trying to say the drinks we purchased at 9pm had something to do with what we experienced?! We are writing a review on every platform to inform people of how dangerous it is to stay at this Hyatt.

We were also told they would grant us 20,000 in Hyatt points to “make up for our stay” we called the Hyatt today and they have NOTHING on file That says that. Spoke to a Monte who had no clue so passed the call along to another person who hasn’t called back yet.

In sum…. Anyone can walk in… get into the elevators … try to rob you and the manager Sherry will either laugh at you bc you want a number to speak to someone higher than her andddd call you presumptuous when you say their...