My wife, my son, and I recently spent two nights at the Hyatt Regency Monterey Hotel and Spa while…read morecelebrating my 66th birthday. I redeemed 32,000 World of Hyatt points per night for a one-bedroom suite. The property itself is beautiful and has tremendous potential, but unfortunately the attention to detail and overall execution fell short of what I expected from a Hyatt Regency.
Prior to arrival, I personally emailed General Manager Kevin Ellis and explained that we were visiting Monterey to celebrate my birthday. Upon arrival, there were two balloons on the coffee table and two handwritten coupons for house drinks. While I appreciate any acknowledgment, it didn't feel particularly thoughtful for an adult milestone birthday. A personalized note, bottle of wine, or tasteful welcome amenity would have created a much more memorable impression.
The suite was spacious and attractive, but housekeeping needed more attention. The master shower had visible dark spotting around the caulking that appeared to be mildew, and the carpeting did not appear thoroughly cleaned. The suite also had very limited amenities--essentially a couple of paper cups and Keurig pods, with no proper glassware or silverware.
Our reservation clearly indicated three guests: my wife, my adult son, and myself. Yet the suite appeared prepared primarily for two. My son was supposed to use the sofa bed, which unfortunately was extremely uncomfortable and caused significant back discomfort. Management later provided World of Hyatt points for the inconvenience, which I appreciated, but a suite designed to accommodate additional guests should provide a reasonably comfortable sleeping arrangement.
Another major frustration involved my World of Hyatt reservation. Despite redeeming 32,000 points per night, there was repeated confusion regarding the resort/destination fee and my applicable benefits. I ultimately received the fee waiver, but only after repeatedly contacting the front desk. At one point, I was told this was somehow a "modified" World of Hyatt reservation. I still don't understand what was modified--I redeemed my World of Hyatt points and booked as a World of Hyatt member.
There also seemed to be a disconnect between what the reservation team communicated before arrival and what the hotel understood once we arrived. A loyalty member redeeming a substantial number of points should not have to repeatedly explain the reservation or chase down applicable benefits.
My biggest concern, however, was management responsiveness. When guests take the time to communicate concerns, particularly directly with senior management, there should be timely acknowledgment and follow-through. Several matters seemed to require additional emails before receiving a response.
The property is beautiful, the location is appealing, and the suite has tremendous potential. But beautiful facilities alone don't create exceptional hospitality. Housekeeping, communication, responsiveness, consistency, and attention to detail make the difference.
I appreciate that management eventually provided some points and addressed certain concerns. However, compensation after problems occur is not a substitute for getting the fundamentals right from the beginning.
With stronger operational oversight, better coordination between reservations and the property, improved housekeeping, and more knowledgeable handling of World of Hyatt reservations and benefits, this could be an excellent hotel. Unfortunately, our experience did not match the potential of this otherwise beautiful property.