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“Good hotel - poor customer care”

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Hyatt Hotel Canberra
Ranked #4 of 57 Hotels in Canberra
Certificate of Excellence
Reviewed 31 October 2013

On the night of 26 October 2013 my daughter and husband spent their wedding night at the Canberra Hyatt. I prepaid the night and was told that a "special honeymoon" package would be in their room on arrival, which included a bottle of sparkling wine. I wanted their wedding night accommodation to be as special as they rest of their day. So what was the outcome:
No "honeymoon package" in the room...... The quick checkout the following morning took the best part of half an hour.
As a result my wife telephoned the hotel and was treated quite poorly. The person on the telephone wouldn't initially accept any responsibility and said they would check it and ring back. They did....with the solution "you can pick up the bottle of wine at the reception". This to me misses the whole point....it was their wedding night for goodness sake, the honeymoon package was for that night.
So, for a "supposed" top class hotel, this is very poor. The staff seemed to miss two major points....
1. A honeymoon night is a special time in everyone's life
2. Customer service will be remembered, good or poor, long after.
Summary:
Just this seemingly minor point is not what we expected from Canberra's "premium" hotel.
Hyatt Canberra - lift your game.

  • Stayed: October 2013, travelled as a couple
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Thank GrizzlyOz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,922 - 1,928 of 2,464 reviews

Reviewed 29 October 2013

We went for a function and were very much looking forward to staying at this Hayatt as we had been there before for functions but not stayed .
Got off ot a bad start when we had to unload our own bags from the cab , someone eventually turned up but took a while.
Also at both functions the waiters seemed to dissapear and it was difficult to get a drink all evening .
Most of all however there was a smell of bad fish coming from the restaurant on the groud floor which was very very strong and most unpleasant it was there from lunch until the evening and made its way to the rooms .
We did not expect this from what is supposed to be the best Hotel in Canberra , we have stayed at others and will not return to the Hyatt.

  • Stayed: October 2013, travelled on business
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Thank Neil M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 October 2013

Arranged a last minute stay here as had to abandon trip to Blue Mountains. Hotel called "historic" but only the front part is- our room was very much modern chain. That said it was large, with comfortable beds, high quality linens and a superb marble bathroom. It was also quiet, and we slept well
Prices seemed to be aimed at people on expenses, with breakfast $A39, and the evening buffet $A 60..both were good enough, but I felt too expensive. Broadband too was$27 for 24 hours, a real rip off.
Enjoyed the swimming pool, and gym was well equipped.
Situated in the Parliamentary district it was an easy walk to the new Parliament, and all the galleries and museums. However no restaurants within walking distance.

  • Stayed: October 2013, travelled as a couple
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Thank Levoyageur
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 October 2013

When in Canberra, the only choice for us is the Park Hyatt. Always greeted with a smile at the door, asked for assistance with our baggage. Drinks and afternoon tea in the garden, staff always warm and friendly. The rooms are beautiful and spacious, comfortable king bed, bottled water, fruit and a turn down service. Everything they say they will do is actually done without a glitch. Great staff from front desk, restaurants thru to house keeping. The property is true to its heritage. We will be back. Thank you for another wonderful stay!

Room Tip: ... When booking, always go for a Park Deluxe for that extra tad of luxury.
  • Stayed: October 2013, travelled as a couple
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Thank ChrislovesSydney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 October 2013

Probably best hotel in Canberra but really the choice is limited! Location ok. Not quite in the CBD but close enough to walk if keen or jump in a taxi for $10 fare/5 min trip. Room very quiet. Bed comfortable. No real major issues. Really just minor things that stop a 5 star review. Restaurant is basic, somewhat dated and food not that great for the price. Television is an old generic brand - not at 5 star standard. Blinds do not totally block out the light.

All in all a very good stay but not quite there for a 5 star review.

  • Stayed: October 2013, travelled on business
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Thank OzTD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 October 2013

This is a wonderful hotel with such excellent service. Lovely all year round to stay at, however, if you are there during the summer try to get a lake view room with a balcony and upgrade to the regency club for the free drinks and food.

Room Tip: Lake rooms with a view
  • Stayed: September 2013, travelled on business
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Thank Travel_a_fair_bit
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 October 2013

My first visit to the Canberra Hyatt. It was very stylish, relaxing, quiet and in a great location for walking to closeby tourist spots, such as Old Parliament House and the lake. The rooms were very well appointed, the bath divine, the bed very comfortable with an assortment of pilows. I would have liked a top sheet on the bed rather than just a doona. I needed to turn the airconditioner on to make it cold enough to use the doona — not environmentally sound. The doormen in their plus fours were delightful and the concierge, impressively, knew my name. Breakfast buffet was comprehensive, although the scrambled eggs were, as they usually are at hotel buffets, disappointing but eggs to order were available. Other than a top sheet on the bed, I could not ask for more from a luxury hotel.

  • Stayed: October 2013, travelled solo
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Thank Patricia3141
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hyatt Hotel Canberra

Address: Commonwealth Avenue | Yarralumla, Canberra 2600, Australia
Phone Number:
Region: Australia > Australian Capital Territory > Canberra
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Canberra
#2 Romantic Hotel in Canberra
#3 Family Hotel in Canberra
#4 Luxury Hotel in Canberra
Price Range: £146 - £397 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Hyatt Hotel Canberra 5*
Number of rooms: 249
Official Description (provided by the hotel):
Heritage Listed Hotel which retains many of the classic Art Deco design elements of the original building built in 1924. ... more   less 
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Also Known As:
Hyatt Canberra
Canberra Hyatt

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