My boyfriend and I stayed here for my friend's wedding two weeks ago. I read the reviews with some trepidation, but figured we could expect a nice experience as this is a Hyatt. For the most part, the hotel is nice, modern, and a comfortable place to stay. However, issues with housekeeping soured the experience for me.
Positives:
--Location, location, location! The Hyatt is extremely well-located in the middle of Reston Town Center. This is truly the center of it all, so it's next to impossible to not find a great restaurant, entertainment, or shopping within steps of the hotel. It's especially nice to wander around the town center, as there are several parks and weekend festivals during the warmer months.
--The front desk staff and bellmen were courteous and very professional. They tried to accommodate my request for a higher floor and corner room as best as possible, and were always very pleasant to deal with. There was a minor mix-up when I never received our wedding favor in the room, and the front desk was quick to respond and couldn't do enough to resolve the issue. Very efficient!
--Free airport shuttle to Dulles, and free shuttle to the Reston metro station (but no pickups from there -- ???)
--Rooms are recently renovated, with fresh bedding and modern furniture. Lots of outlets for charging all your electronics, as well.
--Nice toiletries, and complimentary lemonade and water in the lobby during the afternoon
--Panera is conveniently located off the lobby, in addition to a restaurant and several shops
Negatives:
--No shuttle pickup from the Reston metro station - not a dealbreaker, but it would have been nice to be picked up from the metro rather than having to find public transportation.
--For a nice hotel, the walls are surprisingly thin. I went to bed early on our first night here, and I could hear the people in the next room talking, and they weren't even being that loud.
--No late check-out. Knowing we had a late flight on our final day, I called to ask for late check-out on day 1 and they were simply not having it. No exceptions. The staff was really unhelpful and rude about it as well.
--Housekeeping was atrocious! We stayed for two nights, and the housekeeping staff didn't even come to our room to clean until 4pm. To add insult to injury, they did a poor job cleaning the room and didn't even replace the toiletries we needed. One shouldn't have to call and ask for shampoo - if it's missing, it should be replaced, period.
--On our final morning, housekeeping was banging on the door at 9am, despite the do not disturb sign on the door and check-out time of 12pm. We told them to come back later, and the attendant looked visibly annoyed. Just unprofessional.
Honestly, there's a lot of positives about this hotel, but some points in the service side of things were pretty lacking. Normally, I'd give the experience a solid 3 stars, but for the poor way housekeeping is handled here, I'm docking it a star. Just not acceptable. read more