Hyatt Regency Dearborn Review

Reviewed by cjdukes from Grand Rapids, MI on 2/18/09
I asked for a 4 star hotel through Priceline and got the Hyatt Regency in Dearborn. I knew of this hotel having stayed across Ford Rd. at the Double Tree and thought it would be great. 4 stars to me means great accommodations and excellent service.

While the accommodations were very good, the service was shockingly bad. There were no towels at the pool - 3 separate guests (including me) called for towels and no one brought any in over an hour. I then went up to my room and called for a towel since we had made use of ours already and waited another hour for 2 towels brought to our room that smelled of cigarette smoke.

During our stay, we also could not help but notice the smell of marijuana smoke. We had been placed in a smoking room because the hotel did not have any double non-smoking rooms available for out stay. The room immediately on one side of us and the room across the hall contained several adults each – and judging by the smell from each room, they were all participating. Needless to say, it was not an environment for children and we did not feel comfortable raising this issue based on the fact that there were many adults participating in illegal activity. We did complain as we checked out, but were told, “Do you want to talk to the manager?” as their only response.

We then called for a bell hop and waited over 30 minutes for him to arrive and were called three separate times during that 30 minutes letting us know the bell hop was on his way to our room. And then the bell hop refused to wait for us to check out and left our luggage at the concierge desk. We had to demand that someone bring our luggage to our car since they would not allow us to wheel the luggage cart out.

The staff is not service oriented, they do not cater to their guests, they are under prepared and are not well trained. Every complaint we registered at the front desk was met with the same response, "Do you want to talk to the manager?". I would expect this at a 2 or 3 star hotel, but not at a 4 star hotel. In fact, I have stayed at 2 and 3 star hotels and received much better service from the staff there.

We were not the only ones complaining - there were at least 2 others complaining of the same things when we were checking out.

I would not recommend this hotel to anyone - even my worst enemy - purely based on the lack of service provided by the staff at this hotel. Stay across the street at the Double Tree - better service, less expensive and plenty of nice, big towels at the pool!

Member Rating: 2.8
Ratings details: Room: 4.0 Atmosphere: 3.0 Service: 1.0 Value: 2.0