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6895 reviews
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Jan 11, 2025Could Have Been a Lot Better Experience.
Overall, this visit was not as pleasant as I wished it would have been. Staff, in general, were helpful and Ok with the exception of two staff members who were not up the expected standards of Grand Hyatt. At the Front Desk, there was a gentleman who did not give any signs of appreciation to Hotel Guests. He does not even say Welcome to Grand Hyatt: Can I help you. Even at Check-out, he does not even say: Thank you for choosing Grant Hyatt and looking forward to seeing you again. Absolutely lack of understanding combined with complete deficiency of Providing Excellent Customer Service. He really needs a lot of training in this area and for a longer period of time to ensure full understanding of Excellence in Customer Service. The Secon Staff member was the Chef of ONEUP RESTAURANT. While we were having breakfast, I asked him to come to our table. He said: give ONE minute. He never came back to our table. Absolutely, complete lack of respect to Grand Hyatt Guests and definitely, a deficiency in providing Excellent Customer Service. Grand Hyatt Senior Management must address these issues and must employ better procedures to ensure that Staff are always available in a timely and professional manners at-all-times. Staff who do not know how to appreciate and accommodate Hyatt Guests, SHOULD NOT BE IN A POSITION that interacts directly and daily with Hyatt Guests. Senior Management for Grand Hyatt must not tolerate this kind of unprofessional and unpleasant customer service that DOES NOT MEET World of Hyatt Standards and most importantly, must have a systematic procedure to ensure compliance and adherence.
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Jan 10, 2025
OK 4 night stay but has issues
I am globalist: 1. Initially booked room and was charged for the room, which was ok. Then I used a suite upgrade award and then was charged more for a suite. Had to make several phone calls and get globalist concierge involved to get the charges reversed that should not have been there in the first place. Frustrating. This has now happened to me twice since using suite upgrade awards. Hyatt needs to fix this. 2. Booked this Hyatt for 4 nights because it had a club lounge, as indicated on the Hyatt app. Checked in and was advised the lounge was closed all 4 days till middle of January. What crap. They said they would provide full breakfast complimentary, but nothing else. No drink coupons or apps for lounge on MZ. Plus, because of destination fee should have gotten 20% off of breakfast anyway. Place is running a scam and not up to Hyatt standards. Was told lounge was closed due to low occupancy. Again what crap. 3. Ask for nicer suite upgrade when checking in. Told not available. Funny how that could be when low occupancy. Not up to Hyatt standards. 4. Fitness center is on an upper floor and elevator opens right into it. It’s like playing hide and seek to actually find the fitness room, which is behind a locked door that you need your key to get in. Could use some signage. Expressed dissatisfaction at front desk when checking out. Only received a "We apologize for inconvenience". Two people stood out during our stay, the old guy who brought our bags to the room when we checked in who said he had been working for Hyatt 40+ years, and the concierge, she was very helpful. On the plus side, breakfast was good with full spread and eggs made to order. Room was clean and everything worked as it should. Housekeeping did a good job everyday. Hotel is in good location by Union Square and accessible to public transportation and cable cars.
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Jan 06, 2025
Good, small rooms
Rooms were small, didn't feel grand. Amazing view and great staff. Also great toiletries. We had made the booking for 4 people. On entering the room the view was great, but the space felt like a shoebox. With 4 adults, there was no space to unpack luggage, etc. Everything else was good. There is no sauna room/spa which is a bit weird for a 4 star hotel.
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Jan 06, 2025Good hotel in union square
My experience was as expected for a Grand Hyatt hotel - you get a good clean room. Housekeeping was very fast and they waived the early checkin fee (which I don't think should be imposed in the first place). There was a homeless dude taking a dump behind the hotel on my first day there. But its frisco, so its nothing surprising, but was surprised that it happened near union square. Excellent hotel location, right beside a starbucks. Walkable to most tourist destinations, including Chinatown, Pier 39, Ferry Terminal etc. But be careful if you are going to Japan Town via public transport, as the bus from union square usually passes by tenderloin (an area to avoid) They also provide balmain soap which is a nice touch. Overall a good stay.
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Jan 05, 2025
No Service Aninals policy!
The hotel doesn’t have a Service Animals policy at the hotel and staff tries to apply the Pet policy to service animals. The chain needs to understand they are not the same. I call the world of Hyatt and they claim the same. Pet policy applies to the service animals as being the same! This is very bad and uncomfortable upon check in!