Hyatt Regency Miami

“Great Hotel”

The location is so central. All the staff was very friendly and helpful. The view from my room was just so beautiful. The hotel was clean. Exceeded my expectations. The front staff to the valet just went over and above to make my stay something to remember.

“Great Atmosphere, Poor Customer Service”

My husband and I spent 1 night at the Hyatt Regency. The hotel is beautiful and clean. Upon checking in we were very impressed! During check in, we were asked to put a card on file for incidentals. We were then told the card was declined. We swiped it again, and again were told it declined. When as… more

My husband and I spent 1 night at the Hyatt Regency. The hotel is beautiful and clean. Upon checking in we were very impressed! During check in, we were asked to put a card on file for incidentals. We were then told the card was declined. We swiped it again, and again were told it declined. When asked to swipe it a third time, we checked our account and saw $200 had been deducted off the account. We would not swipe it again upon being told that it declined. We showed the mobile bank statement to the front desk rep and she did a manual Auth, allowing us to go to our room since it was so late and assuring us the funds would be refunded the next morning by management. When I went to the front desk early the next morning a customer service representative who seemed to be maybe Hispanic, with brown hair and glasses told me she could help me and proceeded to tell me they were just holds and it should be back on my card already. I went to get my phone and saw nothing was pending or returned, the funds were still gone. I went back down and this same rude lady kept telling me that they didn't have any card on file for me. I was trying to show her my account and she would not even look at it, only trying to show me what authorizations failed. I said calmly that I understand that it showed on their end that an authorization failed, but asked if she could tell me where the funds from my card went, because it clearly said Hyatt Regency and gave the correct address on my bank account deduction. She would nit hear me and got so upset and flustered, she ran to get the manager. The manager came out, looked at my account, and said she would work to find out where my money went. Her name was Keondra and she helped tremendously. This was all the front desk rep had to do, but she chose to treat me like a criminal who was trying to get over on them instead of a customer who was concerned about a couple of hundred dollars missing from their account. Between Keondra and my bank, they were able to figure out where the funds went and got the money refunded. I appreciate Keondra very much, but the other lady whose name I neglected to get should not be in customer service at all. For that reason and the big hassle I had with getting refunded money that shouldn't have been taken, I would not return to this hotel. I will say the hotel was very clean and we had a comfortable bed to sleep in, so it was not all bad. It's just one bad apple that spoiled the whole bunch for me in this case. 9/22-9/23.

less

“Average 90's hotel”

This property is a very average business hotel. They charge a lot of fees and the breakfast buffet is very expensive. Does not appear to have been updated since 1998 in the rooms. Very dated colors and textures. Aesthetic aside, the hotel was middle of the road. There are definitely nicer hotels in… more

This property is a very average business hotel. They charge a lot of fees and the breakfast buffet is very expensive. Does not appear to have been updated since 1998 in the rooms. Very dated colors and textures. Aesthetic aside, the hotel was middle of the road. There are definitely nicer hotels in the same area but this one wasn't terrible. Would stay again if they had a rate discount.

less