Hyatt Regency Boston

Confirmed Suite Downgraded, Then Treated Rudely at Check-In

2.0

I had an extremely disappointing experience at Hyatt Regency Boston. My confirmed Executive Suite, booked using a Suite Upgrade Award, was not honored for the first night, and the downgrade to a standard room was not clearly disclosed. When I asked when I could move to the correct room, supervisor Jakya responded sarcastically, asking whether I wanted her to “kick the other guests out,” and later called security after I objected to her treatment. As a longtime Hyatt Globalist, I found the lack of professionalism, communication, and basic respect unacceptable. Hyatt should investigate this incident seriously.

Beautiful hotel! Great service, clean, and great location.

10.0

The Hyatt Regency Boston was amazing. The staff and employees were very professional, helpful and friendly. The room was cleaned daily and I loved the bathroom lighting. It was perfect for getting ready. The view from our room on the 12th floor was wonderful and the location couldn’t have been better. Everything was within walking distance! We could walk to Boston Common within six minutes, and there were many restaurants and cafés nearby. If we needed to take the subway to get across town, that was also very convenient. Even though checkout was at noon and we didn’t have to leave for the airport until mid afternoon, the hotel held our bag while we went out to lunch. I would highly recommend this place!

Hyatt Should Be Embarrassed to Have Its Name on This Property

2.0

This property is an embarrassment to the Hyatt Regency brand. I have stayed at many Hyatt properties, and I was genuinely shocked by the condition of this hotel. This is not simply a hotel that is “dated” or ready for a refresh. It is visibly deteriorating and should not be charging Hyatt Regency rates while presenting rooms in this condition. Our room was dark, dingy, and poorly maintained. The lampshades were stained and damaged, the ceiling had bubbling and peeling paint, the carpet was stained, the furniture was visibly marked and worn, and the upholstery was literally fraying. The photos speak for themselves. At this price point — and under the Hyatt Regency name — this is completely unacceptable. The restaurant was equally disappointing. The food was poor, and there was nothing about the dining experience that came close to what I would expect from a full-service Hyatt Regency. The only positive part of our experience was the manager, who was gracious, professional, and refreshingly honest. He acknowledged the poor condition of the hotel rather than making excuses and explained that the property needs substantial updating but is dependent on corporate funding to accomplish it. I appreciated his candor and actually felt badly that the staff is being put in the position of defending a property that has so clearly been allowed to deteriorate. And that is ultimately the issue: Hyatt should be embarrassed to have its name on a hotel in this condition. If corporate knows this property requires major investment, then continuing to market it and price it as a Hyatt Regency while allowing guests to walk into stained, damaged and deteriorating rooms is unacceptable. Guests should not be expected to subsidize a desperately needed renovation by paying premium rates for a substandard product. This property needs far more than a cosmetic refresh. It needs significant renovation and proper maintenance. Until that happens, I would strongly recommend staying elsewhere in Boston. This was nowhere close to the Hyatt Regency standard and absolutely not worth the money

Excellent service and pleasant stay

10.0

I had an excellent stay at Hyatt Regency Boston from July 19–30 and would like to recognize the exceptional service of Concierge team members Stephan and Anthony. Anthony kindly helped me keep track of a delayed package, and even after I checked out, Stephan went above and beyond by printing the shipping label and handing my package to my scheduled courier. Their kindness, professionalism and dedication are truly commendable. They are wonderful representatives of Hyatt and deserve special recognition.

Has the potential to be great, but falls short...

6.0

The hotel room layout/size, restaurant, and location were wonderful. The room was tired, with veneers falling/fallen off -- in clear need of a reno. In my particular case the room internet cut in and out, though I remained connected to the network. There wasn't any on-property support and I wasn't in the mood to negotiate with the third-party providing the service. The wifi in the public spaces, though, was solid. An OK hotel, but not up to the Hyatt Regency standard in my experience. Tons of airline crew so margins maybe too low to keep the property well maintained?? Felt underinvested, despite some clear strengths. A shame.

Convenient stay in the middle of the city

10.0

Great hotel, right in the middle of the city with great transportation options. Although we have gone to most places just by walking. Great spacious rooms. Nice breakfast. Enjoyed our stay.