Wednesday, July 10, 2019

Park Hyatt Sydney - Behind the Glitter

"One of the best hotels in the world." That's what I had in my mind when I was on the long haul flight from LA to Sydney, ready to enjoy four nights at this iconic hotel.





As a member of Hyatt's loyalty program World of Hyatt, I booked my stay with 120,000 points and as a Guest of Honor - a booking made through a Globalist member (the highest tier on the Hyatt program) giving me benefits like an upgrade to the best room available during check-in (except premium suites) and breakfast every morning of my stay. So we were heading to a dream vacation in Sydney... well, that what we thought until we arrived at the Park Hyatt.

The hotel doesn't have a big ostentatious lobby or reception area. It's actually very simple and classy.



Apparently, my reservation at the hotel system didn't reflect my Guest of Honor status, and I was given a regular room with a city view. Note that I had received an email from the hotel a week before our arrival, confirming my Guest of Honor status. Luckily, I had a copy of that email with me.

And I checked the reservations on my way to the hotel and there was a King bed room DeLuxe available during my stay and that was the room I was determined to get. After discussing with the front desk agent and the manager, they finally found the information regarding my stay and we were taken to the room below with an incredible view of the Opera House:



The hotel is impeccable, the rooms are beautiful with large bathrooms and a bathtub - with a view- and a rainfall showerhead in the bathroom. That's where the second issue happened during our stay. At our first and last night, there was no hot water in the hotel.
I understand that things can happen, but we only found out about this when we tried to take a shower. No one from the hotel contacted the guests to let them know about this issue. We had to call guest services to find out. No apologies for the inconvenience.

The same happened after the fiasco during check-in. No one apologized for the staff's lack of training and professionalism.

Speaking about the staff: on our first breakfast at the hotel's restaurant The Dining Room, the waiter seemed overwhelmed and took his time to take our order. He never showed up again. Plates just piled up on the table and no one came back to check on us. I posted what happened at the restaurant on Instagram, tagging the hotel, and the restaurant manager reached out to us the next morning, and we had a great experience after that. But still, I wonder if I didn't complain...





The hotel has a small pool at the rooftop and a gym on the third floor. Both are perfect.
The hotel's location is so amazing that we walked almost everywhere.


Housekeeping - our room was not cleaned two days out of our four nights stay. Once we came back from our daily activities, I had to call them and ask for service. Best hotels in the world? Not quite.

Also, no turndown service. Quoting Temara Exton, Executive Assistant Manager, "we don't do turndown service at the hotel".
I stayed at four stars hotels in rural Peru where they freshened up the room, left water and chocolate every night. So let me understand, at Park Hyatt Sydney price point per night (US$800+) they can't even provide this to their guests? This is beyond me.

On our last morning, Mrs. Exton asked to meet with me. She finally apologized for all the mishaps during our stay - "We dropped the ball", she said and offered a credit of 15,000 Hyatt points as "compensation". So she believed that my stay was really worth 105,000 Hyatt points. I have to disagree.

I believe we had high expectations for this hotel after experiencing outstanding Park Hyatt properties in Vienna and New York but unfortunately, Park Hyatt Sydney failed to deliver. This is a hotel well-known for its attitude, but they lack in too many fronts to carry the name Park Hyatt.


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