My room was nice. The staff was lovely. The location was pretty darn good. And yet I’m not expecting that I’ll return to the Hyatt Regency Sydney. Why? After three missteps, one which was pretty severe, I’m not sure I’d be so comfortable there again.
I arrived early at the hotel after a flight in from the USA. And I didn’t book the room for the night prior. I fully expected to not have a room available on arrival at 10a and that was the case. I was given access to the gym shower which was most welcome and then handed my bags over for storage. I headed out to explore the Darling Harbour area near the hotel and scope out my commute for the next few days, the walk to the convention center across the way. Around noon I called to hotel to see if my room was ready and I got lucky; it was. I asked the operator to request my bags be delivered and headed back over to check in for real. I received the keys and asked again for the bags to be sent up, just in case the first request was missed. I was assured they’d be delivered promptly. They were not.
After an hour of waiting (and very much wishing I was napping) I headed downstairs to claim the bags myself. It took all of 30 seconds once down there so not a big deal. But I also confirmed that the request to have them delivered up to my room never went through. I don’t know why that happened but it did not make for a great first impression. That alone isn’t enough to write off a hotel – far from it – but I was now a little on edge.
The checkout process was reasonably smooth, save for the attempt to charge me for mini-bar consumption. Just a soda and chocolate bar and it was quickly removed when I explained I didn’t really take anything. But I remain confused about how that inventory/audit came about given that I had the do not disturb tag hanging the duration of the stay and housekeeping never entered the room. The front desk clerk did not have an answer for that one, though I didn’t really push the issue. Again, this is not enough to write off the hotel if in isolation. But it definitely wasn’t great.
I forgot my room key when I went out on the second day of my stay. It was sitting on the desk in the room when I finally got back late that night. But I needed a replacement to discover that. The good news is that getting a replacement is typically easy. Show an ID and name the room number at the front desk and a new card can be issued quickly. The bad news in my case was just how easily and quickly it happened. I showed up, said my room number and a new key was handed to me immediately. No questions asked. That’s bad.
I had a copy of my passport available on my phone as a means to prove identity. I was never asked. I wasn’t even asked the name on the room to verify that I was supposed to be the guest staying there. I walked up to the front desk, asked for a key to a random room number and was provided with such.
I mentioned it at check out. The clerk tried to downplay the incident. I mentioned it in the post-stay survey. The Assistant Manager assigned to answer my less than favorable review apparently didn’t read the part where I explained all of this, choosing instead to send me an email asking what was wrong with my stay. Eventually a follow-on email did arrive, but I’m still disinclined to show up again.
This is not a case of swearing off a company, promising to never do business with them again. For one thing that rarely is a practical approach to life. And it is a solid property in a good location. But I definitely am indisposed to bring future business to the property given this sequence of events. I can get over little things pretty quickly. But the big things are big, and this one was a doozy.
More from my 2018 RTW Adventures
Never miss another post: Sign up for email alerts and get only the content you want direct to your inbox.