"Not the Hyatt-level experience I expected
Overall, I have to admit that this was not the Hyatt-level experience I have come to expect, especially as a Globalist member.
From the very beginning, I had concerns about the service. At check-in, even at the Globalist desk, it took approximately an hour before we were given an upgraded room in the seaside building. Normally, this type of upgrade would be assigned in the app before arrival, so having to wait that long at check-in was already disappointing.
Even more frustratingly, the seaside room was only available for three nights of our six-night stay. For the first night, we were placed in a Deluxe room, apparently because the upgraded room was not ready. We eventually moved to the seaside building, only to be moved back to the main building later during our stay.
We were told that the reason for moving us back was that a large group was arriving, and there was also a wedding taking place at the property. Unfortunately, it felt as though individual guests were simply expected to adapt their stay around these large bookings.
This was not limited to the room situation. Because of the events, the beach restaurants were closed and approximately half of the beach was reserved/closed for the wedding and group activities. For a resort stay, this was extremely frustrating. We had chosen the property expecting to enjoy its facilities, beach and restaurants, only to find that significant parts of the resort were unavailable because of private events.
The room we were moved to in the main building was also extremely noisy, with the windows and terrace facing both the street and the pool. This made it difficult to enjoy a relaxing stay, particularly for a resort property.
The service was another major disappointment.
I want to be fair and point out that some of the international staff, particularly several of the Nepalese employees, were actually among the friendliest people we encountered. They were polite, helpful and clearly trying their best despite what seemed to be difficult circumstances.
Unfortunately, I cannot say the same about some of the local staff. Several interactions gave us the impression that there was very little interest in providing genuinely attentive service. At breakfast one morning, there was a staff member who appeared visibly hungover and seemed to be struggling simply to remain standing and attentive. This was not the level of professionalism I would expect from a Hyatt resort.
The Globalist desk was another disappointment. The staff member assisting us was from Bangkok, but despite being at the Globalist desk, we did not feel that she was particularly advocating for the Globalist experience or trying to find solutions on our behalf. Instead, the overall impression was that she was simply following the hotel’s position.
The late check-out experience reinforced this impression. As a Globalist, I would normally expect the hotel to make a reasonable effort to accommodate a later check-out when possible. In this case, we were offered only until 1:00 PM, and even that required a lengthy discussion with reception, accompanied by various explanations and excuses.
We happened to meet the General Manager in the elevator and explained that, as Globalists, we had requested a later check-out but were unable to get one through reception. Unfortunately, his reaction was essentially just a shrug, with no apparent interest in addressing the issue or finding a solution.
That interaction was particularly disappointing. At other Hyatt properties, I have generally found that Globalist members are treated with genuine appreciation and that staff make an effort to find solutions whenever possible. Here, we were left with the distinct impression that our concerns simply did not matter.
And then there was the breakfast.
Unfortunately, the quality and selection were far below what I would expect from a Hyatt resort. The eggs were overcooked and even dark inside, the pineapple was already past its prime, and the watermelon did not taste fresh. The guacamole was particularly poor. Overall, the selection was quite limited for a resort of this category, and I genuinely struggled to find something appealing to eat.
I have stayed at many Hyatt properties and have generally had very positive experiences, which is why this stay was particularly disappointing. The combination of inconsistent room allocation, multiple room moves, large events taking priority over hotel guests, restricted access to resort facilities, poor handling of the late check-out request, inconsistent service, lack of response from management, and underwhelming breakfast quality made this feel far below the standard I associate with Hyatt.
The property itself has potential, and there were individual employees who genuinely tried their best. However, the overall management and service experience left us with the impression that guests staying individually were expected to adapt to the needs of large groups and private events.
For a resort charging Hyatt-level prices, I expected much more."
