Hotel Kansas City - The Unbound Collection by Hyatt — Hotel in Kansas City

KC brides, please do not stay here or think about booking an event here for your wedding. Easily the worst part of my wedding weekend was having to deal with Hotel KC and their abysmal costumer service. My plan for my wedding weekend was to check in to the hotel on Friday, get ready for my rehearsal dinner that evening, and stay until the morning after my wedding. On Friday, we get to the hotel 30 minutes after the earliest check in time. We are told that our room was not ready. We are not offered any sort of compensation for this. I’m freaking out because all of my bridesmaids were supposed to get ready for the rehearsal with me in my room (most expensive room at the hotel, if it matters). I don’t get a text that my room is ready until over an hour later and at this point I only have 20 minutes for myself and my bridesmaids to get ready for my rehearsal. At our rehearsal, my wedding planner tells me that I need to pick up our wristbands for our after party that was planned to take place at night Hawk. I am also made aware about an issue that they are having about not having a CC authorization form on file. This is interesting considering that my fiancé and I sent over our CC authorization for the after party almost three months prior (we have receipts to prove this). Now, I’m stressed. I go to the front desk after our rehearsal dinner to ask if I can fill out another CC auth form so we wouldn’t have any problems the following night and the front desk lady, who appeared high or something, was completely unhelpful and told me “not to worry about it.” My friends went to pick up the wristbands for the after party and are told by the Night Hawk manager that he had no clue there was an event for the following night, which is interesting considering I had several emails detailing which spaces we were going to rent out, how much, bringing in decor, etc etc. He eventually gives them the wristbands. The night of my wedding, we hand out the wristbands to guests. We paid for 50 wristbands which equaled a $900 minimum (this was a deal for renting out two sections of Night Hawk). We told the person we had been in communication with that we planned on paying the $900 minimum and then tabbing out once/if that was reached and having our guests pay for their own drinks after that. We get to Night Hawk and several people who grabbed wristbands don’t show up, while others who didn’t get wristbands do show up. The bouncer won’t even let the people who don’t have wristbands into the bar. I understand not letting them into the section, but not even into the bar? I don’t understand that. I had been to an after party two weeks prior there and there were no wristbands. I had to go upstairs and apologize to my guests who couldn’t get in without the wristbands. It was so embarrassing. I will say I talked to the bar manager and he did eventually find me a few extra wristbands, but at this point most of my guests who couldn’t get in had just gone home or ordered Ubers. I go back downstairs and I witness some of my guests at the bar paying for their own drinks. I immediately stop them and tell them to put their drinks on our tab because we already have a minimum. These guests told me that most people from our wedding had been paying for their own drinks. I don’t understand this at all considering everyone HAD to have a wristband and that seemingly indicated which section to put the tab on. I go do damage control and tell all our guests to make sure they were putting their drinks on our tab. At the end of the night, I approach our server and ask how close we are to meeting the minimum. He states “you aren’t even close to meeting it”. At this point, it’s the end of the night and I assume it’s because most people were paying for their own drinks at the beginning. Today, a month after our wedding, I get an email saying they never got our CC auth form (again, yes they did lol, months before our wedding) and that we owed them over $2000. Double our minimum. I’m absolutely furious :) please don’t book here if you have any...

We stayed 5 nights at the Hotel Kansas City. The check-in and check-out experience prevented us from giving a 5-star rating, but overall we very much enjoyed our stay.

Regarding the check-in experience, I called 3 days before we were going to confirm what time we could arrive. I was told on the phone that they saw that we paid for early check-in and were confirmed for 12 pm. I also called once more the day before to confirm the early check-in time and our late check-out and was again told we could arrive at 12 pm and check out late.

We arrived at 12 pm and were told that the room would not be ready until 3 pm. The staff told me they saw my early check-in and would call the staff to expedite cleaning the room. We sat in the lobby waiting and honestly, we felt ignored. I again checked in with the staff a few hours later and the room was still not ready at 3 pm. They apologized, gave us a voucher for 2 complimentary drinks at the bar, and checked with the cleaning staff again.

Eventually, we were able to check in, but it wasn't until 3:30 pm. So we wasted several hours because the room wasn't ready. The staff was apologetic at the front desk, but it was still very frustrating and disappointing. The issue appears to have been a cleaning crew problem which is upsetting.

I also asked on the phone about a late check-out. They told me I could request a late check out as late as 3 pm and all I had to do was call a day or two before we checked out to set that up.

When I called the front desk the day before we left they told us the most they could do was "an extra 30 minutes" and there was no later time available. They were very short about it. Because of this, we had to cancel our plan to have brunch at the hotel restaurant, which we were looking forward to. We paid a premium rate for a luxury hotel and our experience was not on par with the caliber of the hotel.

There were "Pros" including:

Incredibly beautiful and authentic, historic design aesthetic The room was quiet, comfortable, and large The Town Company restaurant in the hotel - If I was asked to give a 5-star rating I would give it a 7. Truly incredible. Cannot think of a single thing I did not enjoy. Blew our expectations away. Amazing food. The top place we have eaten in Kanas City. Will not disappoint! Nighthawk club in the hotel - The band that night was "Womanish Girl" and they were KILLER! Guitar, drums, vocals, and a really full and killer sound. Awesome vibe. Limited drink options, mostly bar food and snacks. The music mix sounded great and we didn't have to yell at each other to talk. Lobby bar was great Breakfast buffet was good (which was important because it is a bit pricy) The coffee shop in the hotel is really good. Friendly staff and good pastries. Check out the other floors in the hotel if you get a chance! Beautiful meeting rooms and really unique spaces. Well worth walking up and down the stairs to get a peek. Nice gym. Peleton bikes, treadmills, weights, and other machines. Clean. Open 24/7. The valet team was always very friendly. Opened the doors, helped me load and unload our luggage, and greeted us when we came and left. Great team! Very dog friendly. No pet fees! Treats at the front desk. Two 4k large-screen TVs in the room and a mini-fridge. Decent pressure in the shower. Plenty of hot water. Our room was very quiet (except for city noise, which the hotel can't do anything about) The cleaning staff was very friendly and helpful when we needed supplies. A lot of restaurants and bars are within walking distance. There is a Constantino's market just a few blocks away. It's a full grocery store and deli. Very convenient.

Cons The pillows are filled with feathers, which sounds nice but they end up flattening out. We had to ask for a few more so we had some support.

You can't control the "picture profile" on the TVs, so if you watch or rent a movie with a streaming service it may look awful with no way to adjust...

overall hotel has cute boutique vibes but customer service was pretty terrible. i don’t typically write reviews but this incident really bothered me. first incident, we had wanted to extend our stay at the hotel by one more day. i looked at the website to confirm that the same room was available and tried to extend my reservation on the app but the function was not available and i needed to create a new reservation. I decided to go to the front desk and make the request just to make sure that i could remain in the same room. This is where it got really weird. When I went to the front desk and made the request, she barely looked at the computer and told me that everything was booked and there was nothing available. I told her that that was odd because the site told me that there were rooms available. She went on to tell me again that the site was incorrect and that there was nothing available so i could not extend my stay. i just got weird vibes from her and my husband who heard the tail end of our conversation also felt something was offish about her response. I went back to the room and immediately called hyatt directly to see if i could extend my stay and the lady on the phone was able to do it right away and also confirm that I could stay in the same room. I also checked the website and other third party booking websites after making my reservation on the phone and saw my same room was still available on the same dates. Which then leads to my conclusion that the front desk staff was either too lazy to do her job or just didn’t like asians… I’ve definitely experience micro aggressions here and there when i’m in KC but this experience definitely felt racially motivated. Given the entire experience, i didn’t want to extend my stay either but it was more of an inconvenience for me to check out and book another hotel. would not recommend the hotel to anyone and will not be staying here EVER again. Second complaint was on valet. Overall valet was ok but there was just a real lack of communication here. We had to pull out our car at 12amish to go pick up another relative from the airport. When we dropped off our car late afternoon, we specifically told the valet that we would need the car again at that time and they said ok. We come out and find out that the valet is gone for the night and we have no idea where the car is. If they had told us that valet was done at the time we told them that we needed the car, we would’ve self parked our car instead. Instead, my husband had to run around at 12am in downtown to different parking garages to look for our car..so FYI everyone valet is not 24 hours and if you need your car again late late night please just self park…but also just would not recommend the...