Hyatt Regency Denver Tech Center

My name is Craig Woods, and my Hyatt Globalist membership number is 516213528Y. I recently stayed at the Hyatt Regency Denver Tech Center on June 24, checking out on June 25. My nephew also stayed at the hotel, checking in on June 24 and checking out on June 26.

I have been a loyal Hyatt customer for many years, and I can honestly say this was the worst experience I have ever had at any Hyatt property. I rarely write complaint letters, but the number of service failures during this stay was simply unacceptable.

Our experience began when we arrived around 3:45 p.m. to check in. The front desk associate spent approximately 15 minutes working on my reservation without explaining what the delay was. When I finally asked what was happening, she explained that many guests had a 4:00 p.m. checkout, so my room was not yet ready. I told her that was perfectly understandable and suggested we go upstairs to the restaurant for a drink while waiting. She agreed and said she would call us when the room became available.

A short time later, we were notified that my room was ready. I had reserved the larger suite, while my nephew had reserved a smaller suite. The front desk told us my room was ready but his was still being prepared, and they would bring his key once it became available.

After checking into my room, my nephew called me about 20 minutes later after receiving his key. He commented that his suite was much larger than mine—roughly twice the size. It became apparent that our rooms had likely been assigned incorrectly. While this was disappointing, it was only the beginning of our problems.

Later that afternoon, I decided to order room service. I called room service several times, but no one answered. I then called the front desk, explained that I could not reach room service, and they transferred me directly. Someone answered immediately, took my order for two unsweetened iced teas, and assured me they would be delivered promptly.

Unfortunately, the teas never arrived.

After waiting approximately 40 minutes, I again attempted to call room service several times with no answer. I then tried calling the front desk, but no one answered there either. Eventually, I simply gave up. I never received the order or any follow-up communication.

The following morning, when I checked out, another issue occurred. The front desk associate told me I had a two-night reservation. I explained that my reservation was only for one night (June 24–25) and that my nephew was the guest staying through June 26. She told me she would "take care of it" and indicated there would be no problem.

Unfortunately, instead of correcting my reservation, she apparently checked my nephew out of his room.

Later that day, when he attempted to return to his room, his key no longer worked because the hotel had checked him out. He was forced to go back to the front desk, where he ultimately had to rebook another suite using his own Hyatt points just to have a room for the remainder of his stay.

By the time everything was resolved, what should have been a routine stay had become a frustrating series of mistakes involving delayed check-in communication, incorrect room assignments, unanswered room service calls, an undelivered order, and the accidental cancellation of the wrong guest's reservation.

I have stayed at many Hyatt properties over the years as a Globalist member, and this experience was unlike anything I have encountered before. I felt it was important to bring these issues to your attention because they represent multiple breakdowns in both service and operational procedures.

I would appreciate your review of this stay and would welcome a response regarding what occurred.

Thank you for your time and attention.

Sincerely,

Craig Woods
Hyatt Globalist #: 516213528Y

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