Hyatt Regency Seattle — Hotel in Seattle

EDIT: Hyatt management contacted me and has made this situation right.

Just a little side note before we start but I really don't like going full Karen, but this place pushed me to my limits lol. My sister and I stayed here Saturday night. We drove over from Spokane for the Ed Sheeran concert. My sister called Saturday morning and asked if we would be able to have an early check-in. The person she spoke with said yes and that our room would be ready any time after 1130am. On our arrival, we planned to go to our room, get ready, go out to dinner, and get to the stadium around 530. When we got to the hotel at 2pm we were surprised by the long line. When we finally got through the line to the check in counter we were told that our room wasn't ready. We told her that we spoke to someone who said we could check in early. She said she would put a rush on housekeeping and try to get us in our room by 430??? I was completely shocked because even if we didn't get an early check in the time should have been 4pm. She said they had 300 people check out that day. I'm sorry, but this is not your guest's problem. Call in more housekeepers have other employees help out idk, but to do this to guests who paid almost $400 for a night at this hotel is completely unacceptable. With nothing else to do, we went to the hotel restaurant to have dinner and wait for a text to tell us our room is ready. We went to Andare and sat at the bar. I have no idea what was wrong with the bartenders, but it was like they were walking underwater. Everything was so slow, and we had to ask multiple times for a menu. Our food was good, and the lady who brought it to us had more energy and personality than any employee we encountered at the hotel.

At a little before 4pm we decided to go back to check in and find out what was going on. I was in loungewear for the road trip because I was planning on going straight to our room when we arrived, and we were running out of time to get ready before the concert. We about died when we got up there and the line was even longer than the first time. We got up to the counter at 415, and just as we walked up, we received a text that our room was ready. Benjamin was who was "helping" us and seemed to think we would be excited and grateful that our room was ready. I let him know that since we were paying for our room from 4pm-11am and now it was past that time, I would like our $43 parking comped. This seemed like a really reasonable request, considering what a disaster this was. He had the nerve to tell me, "It's only 15 minutes". When I asked for his name and let him know to watch for the incoming review, he offered to get a manager. I told him I didn't have time to wait around any longer and didn't want to make the 50 people in line behind me wait any longer. It was a very disappointing experience, and we walked away feeling like no one in this hotel cares about the guest's experience at all. It really felt like all the employees really felt like they were doing us a favor by providing us things we were paying a lot of money for. The room was very nice and clean, and the beds were comfortable.

The next morning, when we were checking out, we went to the front desk again and talked with Samara. We asked her about comping our parking, and she happily did it no questions asked. If Benjamin had just done that the previous night a lot of our frustration with this situation would have been alleviated. It wasn't even about the money but just acknowledging that the check-in process was a disaster through no fault of our own. When we drove away, my sister said it felt like such a relief to leave that place and that a black cloud had been lifted. If we would not have been told we could have an early check in we would have planned accordingly and not driven over so early. I understand that the staff was overwhelmed that day, but simply showing a little compassion to your guests who paid good money to stay there would have gone a long way. Here is a photo of the line we had to...

*The manager (assuming he is) of this hotel lacked the basic customer service skills expected at a hotel of this caliber and clearly needs further training. I am writing to express my strong disappointment with how your staff handled a recent issue involving a missing Uber Eats delivery during my boyfriend's stay.

We placed an order through Uber Eats that was delivered to the bell desk. We went downstairs within five minutes of receiving the delivery notification. While most of the order was present, the milk tea was missing—despite being clearly included in the delivery photo sent by the driver.

We immediately reported the issue to your staff (hoping to get the milk tea back), who told us they would check the security footage and get back to us. However, no one followed up with me at any point—not that evening, not the next day. We had to go to the front desk oursevles to follow up.

There, we spoke with someone who identified himself as a manager. The first thing he asked was, “Even if we told you the information, what are you going to do to the person who took your order?” That question was unnecessary and inappropriate. We explained that all we wanted to know was whether it had been taken by a hotel guest or the Uber driver so I could decide how to proceed—whether to contact Uber or pursue another resolution.

At no point did anyone apologize or show any willingness to help. The manager eventually said, after making one phone call (which took them an entire day to make), that a hotel guest had taken the item—but that nothing further could be done due to “guest privacy.” No one attempted to notify us or offer any update, and no one attempted to take responsibility or propose a solution.

To be clear: it would have been completely acceptable if someone had simply followed up and given us an honest update. I am an attorney and my boyfriend is also well-educated—we both fully understand the importance of privacy and would never expect the hotel to violate that. What upset us was not the outcome, but the unprofessional, indifferent attitude and the total lack of accountability or basic customer service. This situation could have been handled with a simple update and a respectful tone.

It also raises the question: can anyone in this Hyatt hotel just take someone else’s property—as long as it isn’t expensive—and the hotel will simply do nothing? That is the standard of Hyatt?

Again, this is not about the $5 milk tea. It is about how your team made us feel as guests—unimportant and dismissed. I sincerely hope Hyatt takes this complaint seriously and provides clear follow-up on how such situations will be handled differently...

I recently had the pleasure of staying at a fantastic hotel in the heart of Seattle, and I couldn't be more thrilled with my experience! From the moment I arrived, I was impressed by the exceptional service, the incredible location, and the proximity to numerous points of interest.

Let's start with the location – it's an absolute gem! Nestled in the heart of Seattle, this hotel offers unrivaled access to some of the city's most iconic attractions. Within walking distance, I found myself exploring Pike Place Market, soaking in the panoramic views from the Space Needle, and enjoying the vibrant energy of the waterfront. It was a dream come true for any traveler looking to immerse themselves in the essence of Seattle.

The proximity to these points of interest made my stay all the more enjoyable. I was able to make the most of my time in the city without worrying about long commutes or transportation logistics. Whether it was indulging in the local culinary delights, discovering the vibrant arts scene, or simply strolling through the charming neighborhoods, everything was just a stone's throw away.

But what truly sets this hotel apart is the exceptional service. From the moment I stepped foot into the lobby, I was greeted with warmth and professionalism. The staff went above and beyond to ensure my stay was comfortable and memorable. They were always ready with helpful suggestions, whether it was for local dining recommendations or insider tips on hidden gems to explore. The attention to detail and genuine care they demonstrated truly made me feel like a valued guest.

The accommodations themselves were impeccable. My room was elegantly furnished, boasting modern amenities and a cozy ambiance. The comfortable bed provided a restful night's sleep, and the panoramic views of the city skyline were simply breathtaking. The cleanliness and attention to detail were evident throughout the hotel, ensuring a pleasant and enjoyable stay.

In conclusion, I cannot recommend this hotel enough. The combination of its prime location, proximity to numerous attractions, and outstanding service made my stay an unforgettable experience. Whether you're a first-time visitor or a seasoned traveler, this hotel is a top choice for anyone looking to discover the best of Seattle. I can't wait to return for my next visit!

A big thank you to the entire staff for their exceptional hospitality and for making my time in Seattle...