This stay was extremely disappointing and far below the standard expected of a Hyatt property.
The booking was made to celebrate a birthday, however the experience was overshadowed by a series of serious failures across accommodation, food safety, facilities, and service. Our original room (1407) had a blocked bathroom drain, requiring us to move rooms. The replacement room (1611) presented further issues, including visible mould around the bathroom sink and poor overall cleanliness, raising immediate hygiene concerns.
In addition, the dining experience was unacceptable. After eating at the hotel, we became unwell, raising concerns about food safety. On a separate occasion, uncooked fish was served, which is a serious health risk and completely unacceptable in a hotel of this calibre.
We were also turned away from the spa despite being hotel guests, which added to the frustration and disappointment, particularly given that this stay was booked as a relaxing birthday break.
Although these issues were raised during the stay, the response from staff was slow and lacked ownership, and the problems were not properly resolved. The repeated disruption, poor hygiene standards, food safety concerns, and lack of effective customer care caused unnecessary stress and significantly detracted from what should have been a special occasion.
For a hotel of this brand and price point, the standards of cleanliness, food safety, facilities management, and guest care were unacceptable.
