As a Trip.com Diamond Plus member and a frequent traveler, I have stayed at many luxury hotels around the world. Among Hyatt's brands, Andaz and Park Hyatt have always been the ones I trusted and admired the most. Sadly, this stay turned out to be the worst hotel experience of my life.
I live overseas while my daughter lives in New Zealand, so I booked this hotel during her winter school holiday. After spending so much time apart, I wanted to create special memories with her, and the heated swimming pool was the main reason I chose this property.
However, just one hour after checking in, we discovered that the pool heating system was not working. The staff told us they had no idea when it would be repaired. Since I had to return to my home country just a few days later, I asked whether I could change the reservation to another date or cancel it. I was told that this was not possible because the booking had been made through an online travel agency. Instead, I was simply offered the opportunity to come back at a later date to use the pool. Given that I might no longer be in New Zealand, this was neither a practical nor a fair solution.
As a result, the special day I had planned with my daughter was completely ruined. What should have been a precious family memory ended up being nothing more than an expensive place to sleep for one night.
To make matters worse, although I had never requested a room upgrade, the hotel presented a so-called "upgrade" as though it were doing me a great favor. In reality, the room had no balcony and faced a large building directly in front of it, leaving virtually no meaningful view. It was not only disappointing but also frustrating and misleading.
I cannot recommend this hotel to anyone expecting the level of service and attention to detail that the Park Hyatt brand is known for. It falls far short of the standards one should reasonably expect from Hyatt's flagship luxury brand.
I also urge Hyatt Hotels Corporation to seriously reconsider whether this property deserves to continue operating under the Park Hyatt name. In my opinion, it does not reflect the reputation, values, or standards associated with the Park Hyatt brand.
I sincerely hope I never have another hotel experience as disappointing as this one.
