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Park Hyatt Abu Dhabi Hotel And Villas Review from London, London

I stayed in Park Hyatt Abu Dhabi for 6 nights with my family. Before we had booked our holiday we took a close look at most of the hotels and guest reviews. After searching and searching we had been recomended park hyatt by a friend who stays there from time to time. So here goes... We had booked through and agency called away holidays which was a total joke. They charged my credit card £500.00 extra which i had only seen on the statement after returning back from holiday. When i asked them this they keep twisting my words and confuse me about some 'extra charges' which we was not aware of. Please be 'aware of away holidays' Anyway i understand this is not the hotels fault at all. As we had checked in around 11pm we had gone straight to bed.. waking up the next morning, i went out in to the balcony and saw bird droppings on the wood and glass which for a 5 star hotel was disgusting. And i could see it had been building up as there was quite alot on the side and in to the balcony too. Bedroom was nice and spacious. We had interconnecting room which was good for us to communicate easily. The toilet door was really hard to open and close, the lights would go off by its self which wasnt the best when you are staying with a child. So following my complaints the next morning i had a chat with housekeeping and asked them if they could clean the bird droppings and ask maintenance to take a look at the door & lights which by the way was not done. Hosuekeeping would knock on our door 4 or 5 times when my parents told them we dont need a clean. Luckily i put on the dnd light on. So the next morning i asked another staff from housekeeping if i could speak with a senior staff, he said he was incharge at the time of that floor so i repeated the issues again and then went out for the day, came back around 4 still no change so then i contacted reception and they said someone will sort all this out. So we went out again and after returning back would see the problems still there. But we appreciated that our room was cleaned everyday and sheets had been changed. Next is the buffet... the food was nice, variety selections of breads eggs salads and cereals plenty more. When we sat down for breakfast 5 mins later the waiter comes starts cleaning the table next to ours which was connected and started to spray which im pretty sure landed on our plates. Then kept asking if we had finished as trying to rush us which we found really rude. We had half board basis so its breakfast and dinner we had. Dinner was also good plenty of variety but unforunatly i had found a hair in my desert, i asked the waiter was told its in the open it could be anyones not specificly from the kitchen staff. But i found the hair in the desert not on the desert. It was a still pudding i had got with a spoon from the bottom dont give me that. Oh well but biggest down side was you often had to wait around till a table had been free which happend at least 4 times during our stay which was again so frustrating. Unfortunatly our agency had told us half board drinks where included during meal times only but this was only at breakfast. We was advised by hotel at check in that drinks are not inclucded which was upsetting but we appreciated that we was told at the begining. So the second night we had dinner we requested for some cold water and also a glass of coke. We asked if we needed to pay as we didnt leave a credit card for extras we was told by a waiter we just needed to sign. So we walked up to the lobby making way to our room and a waiter comes running behind us saying exuse me you have to wait as if we was a couple of teenage kids trying to run away without paying. It was so embarassing as everyone was staring thinking why did they not pay. My dad then paid them and the waiter went away.3rd 4th day same thing happend we was told to just sign and go away. So on the last night when we had dinner we was stopped infront of other guests and asked to sign and pay for like 3 different receipts and pay for them. At that point i got sooo angry i asked them was there anything else we needed to pay for they said no. Then on to the swimming pool area when we went for a swim around 6 pm we found cockroaches in both kids pool floating around so we moved in to the next pool where my 9 year old neice was not allowed to swim as it was an adult pool. We asked the life gaurd about the cockroaches he said it falls from the trees and they cant do anything. Another disaster. Now on to the spa.. i had went in there to book an appointment for my hair to be coloured. There was a guy on the reception extremly rude and moody and looked at me like why are you even here. Mind you he did say 'morning' but thats about it his mood wasnt great at all. I had got my hair done by a lovely gentleman called Jason. He was soo lovely and him and mercy did my hair so beautiful and were very kind and listend to my requests it felt like i was in another hotel. On our last day we was told to check out at 12 when our agency said we could checkout at 10pm as we had a night flight. The hotel did not have any information on this si i contacted my agency and spoke to a very rude person called brooklyn. He said i dont know anything you have to book another night. I told him to read the notes on our booking as the person who i spoke to who was param and brooklyn said checkout time is 10pm. He said he hadnt ever spoken to me before when i clearly have emails from him confirming the holiday payments. Anyway by this time my 'luxury stressfree holiday to abu dhabi' was a complete joke. Shouldve just stayed in london and gone for a weekend break. So when i went reception the lady said i will need to pay 600 dirhams in total to book for an extra night if we wanted to checkout later on. We had no choice but to do this. I went to my room got the money from safe come to reception she says the total is 678 dirhams incl taxes. I said but i had asked you before in total inc taxes how much it would be you said 600 dirhams. It was sooooo annoying all she was doing is smiling and saying yes no mam u have to pay 678 dirhams i went all the way back to the room got the money came back she then finally booked us in. Later on around .8 we was having our dinner in the room and got a call from a gentleman saying please could you come to reception and pay the remaining balance for this extra night which is 550 dirhams. I had advised him it had been paid for in full he then said okay i will find out. So.i had got back to my dinner he then rang again and this time spoke so rudely and said you have not paid the full amount could you please come and clear the balance now. I had got really mad by this time and said to him to speak to the lady i paid and if thats not enough to check the reception camera. Do the full investigation then ring me back. I had told him im very upset by this he said he was sorry but i had to pay. After about 20 mins he rang back and apologised for the 'misunderstanding' i litterally didnt care by this time i just said okay bye. At chekout the lady at the front asked me if i needed help as she was alredy with a guest checking them in. I said i would like to checkout she said could i take the key please so i gave it and i got nothing back. No thank you for staying with us, or have a safe flight. It was a complete joke this stay. Me and my family work really hard and i was honestly so bitter in london i just wanted to get away. But i was honestly so happy to come back home. This holiday was the biggest mistake of my life.
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ID
#683259 Review #683259 is a subjective opinion of poster.
Location
London, England
Reason of review
Poor customer service

The worst experience ever at China Grill, Park Hyatt Beijing

I would like to address my serious concern and complain about the worst birthday experience ever in Park Hyatt Beijing on Dec 12, 2013. Around 9PM, Dec 12, 2013, my friend and I arrived at the 66 Floor, China Grill restaurant at park Hyatt Beijing, the so called floor manager Ms.Qin refused us to bring a birthday cake to the table. I was told it was the company policy that not allowed to bring food from outside. I understand the concern but would like to be reconsidered since it was my birthday, but she refused with very disrespectful attitude and added in the end, “pay 200 RMB then you can eat whatever”. I insisted that I will address a complaint and her response was, “do whatever you want” My friend and I were frequent travelers and Club Hyatt Members, I did not expect to receive such service at Hotels like park Hyatt and would like to hear your feedback about this incident.
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1 comment
#757486

I am sorry that your sixth birthday was ruined, but unfortunately they cannot make exceptions for the no outside food rule. When you are older you will understand this.

ID
#463542 Review #463542 is a subjective opinion of poster.
Service
Park Hyatt Manager
Reason of review
Poor customer service

Hyatt aviara carlsbad Ca.

terrible room, pillows smelled, front desk disingenuous, disgusting, motel at 5 star hotel prices, shameful Mark Stiebeling GM, there exists a minimum standard of accommodation which this hotel and GM do not come close to, embarrassing and disgusting to stay at this property, regret ever checking in, what a nightmare!!!! how do GM that operate resorts at such a low standard survive in the industry? This hotel is old and run down, front desk staff are amateurs and inexperienced, just a matter of time until the GM and management is replaced, seasoned travelers will not put up with this low standard
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ID
#337068 Review #337068 is a subjective opinion of poster.
Location
Encinitas, California

Great customer complaint management at Hyatt - NOT!

I will never stay at the Hyatt again - i am so tempted to post this on as many sites i hope no one has to go through what i have with the Hyatt. It is disappointing that the Melbourne Park Hyatt treated my husband and i in this manner. I hope that by posting this it saves some consumers spending their hard earned dollars and being treated with disrespect. See the letter i sent to them...you would think they would at least respond within 24 hours with something like "we will get back to you shortly". AND, i copied the marketing manager on the email - she clearly did not care about my complaint! Good evening, I would like to make a complaint about my recent visit to your hotel on XXXXX XXXX 2011. I was staying at your hotel as part of a (very) large group that was attending a wedding within your hotel on xxxxx 2011. Firstly, when we made our booking with your reservation's team months prior we indicated we wanted an early check-in. My husband was advised that this was not a problem "" for a 12pm check in (as the wedding began at 2pm). The day prior, when I was visiting the bride in the hotel, I re-confirmed this with your front desk and they advised that the hotel was fully booked however we should arrive before 12pm so that they could accommodate us. Upon doing this on the Saturday, we were turned away as it was too early and no rooms were available. I was completely shocked that your hotel had not planned for our arrival "" and at least 10 other parties "" given we had made prior arrangements. Thankfully, the bride and groom's room was LARGE enough to accommodate us and our belongings until we could have access to our room AFTER 1pm! To add to my disgust, that evening I requested a late checkout "" 12pm on Sunday - given we were planning to celebrating post the wedding in your lobby lounge. Your front desk manager gave me a stock-standard line that could be expected at a 2 star hotel, "Sorry we cannot accommodate your request". I am completely shocked and disgusted by the treatment of your hotel to my husband and I who were also attending our BEST FRIEND'S wedding! I travel quite frequently with my job and visit many hotels globally and have never been treated so poorly. Currently I am in HK and have just experienced such amazing service at the Icon Hotel that I thought I must send you this email to express my thoughts of the entire management of the situation. I will NEVER choose to stay at your hotel again, nor will I opt to stay within your chain when travelling on business. I would much rather stay at a lower class than give you more business than you deserve. I am also not surprise to hear that the local tourism business if suffering if this is the calibre of service you deliver! SO THIS IS WHAT THEY SENT BACK TO ME: Nothing!
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5 comments
#602028

I'm a Diamond member with Hyatt, and stay at this property frequently. I'm sorry you're upset.

But,Early Check-in and late check-out, is a REQUEST. They may have told you that you could arrive at the hotel earlier, and they'll hold your luggage until your room is ready. This is the Park Hyatt Melbourne. You were with a wedding party, so I'm assuming you got a negotiated rate.

Which was probably significantly less than what other guests were paying. Next time, I suggest you stop expecting the hotel to kick out guests or refuse them, (at a park hyatt, especially; known for it's luxury and service) and stay dates before wedding events start so you're not in a predicament.

#471555

I work in reservations for Marriott, and an Early Check in is a REQUEST; so is Late check out. It's based upon availability.

Sorry they were unable to kick out another paying guest to accommodate you. Or tell another paying guest their room wasn't ready due to the fact you had to stay 2 extra hours.

#435595

Oh my God.

Q) Worlds biggest overreaction?

A) Yes.

#411346

That's it?

You couldn't get an early check in or a late check out, and you had to write a bloody novel on the subject?

It's unfortunate yes, but these things happen in a busy hotel. If I was that manager, I wouldn't have responded either.

Sometimes hotel's aren't able to accommodate special requests, it's not that they don't want to, but sometimes circumstances don't allow it. MOST mature adults realize this.

#406326

Your early check-in request was probably ruined by the previous guest's late check-out request. You are trying to have it both ways. Please do not call my hotel for a reservation!

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ID
#287779 Review #287779 is a subjective opinion of poster.
Location
Kowloon, Hong Kong

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