Customer Service Wins at Hyatt Regency Denver Tech Center

Located in southeast Denver (and a 45-minute drive from the west suburbs where I live), the Hyatt Regency Denver Tech Center is a luxury business hotel, and the hotel of choice for a wedding I attended recently. A brand hotel offers a solid experience, but sometimes that goes awry. See how this Denver hotel turned a potentially negative experience into a “customer service wins a guest over” moment.

Located in a southeast suburb about 10 minutes from downtown Denver, the Hyatt Regency Denver Tech Center is home to several major corporations and businesses. Thus, this hotel hosts a lot of meetings, but on the weekend, this Denver property turns into a leisure hotel. With its convenient location within 10 minutes of Cherry Creek State Park, the location of our event, wedding guests are also a big part of the clientele.

Arrival

Our arrival was a mid-afternoon on Saturday fall day. Unfortunately, we arrived right at check-in time, coinciding with a dozen or so other guests. Valet was synchronized well, considering the line, and my husband coordinated the bags, while I stood in line to check in. We opted for self-parking ($12) versus valet ($20) as it was underground and close.

The lobby is huge with a massive central winding staircase, modern and stunning as a centerpiece.  The reception desk is to the left of the staircase, and there are several mini-desks and staff members to assist. All went smooth, and within 10 minutes, we were in the elevator around the corner heading to our room. 

As soon as we opened the door, it was clear that we were given an already occupied room. No other choice but to return to the front desk and wait in line another 10 minutes. Once a staff member assisted us, the manager immediately was called, offered multiple apologies, said “he would take care of us,” and quickly gave us a new room and key.

Accommodations

Our king-size accommodates were roomy and looked like a Hyatt brand guest room, other than some Colorado decor touches and the wood accents. The desk space in the corner was a bit larger than I’ve seen recently. The best part — WiFi is free in guest rooms and public spaces. The Hyatt Grand Bed is one of my favorite brand mattresses and beddings, and the Hyatt Regency Denver Tech Center came through with a comfortable bed and a great night’s sleep.

One thing to note is that the hotel is spread out amongst multiple wings, accessed via the elevator bank in the center. It’s easy to get a bit discombobulated if not paying attention to the direction of your room.

On-Site Dining Options

Even on a Saturday night, there were multiple events throughout the hotel (weddings, corporate gatherings, etc), nearly filling its 30,000 square feet of meeting space (yeah a lot!).  That made for a busy evening at the on-site restaurant and bar: Root25 Taphouse & Kitchen.

After checking in, we met with other wedding attendees for pre-event cocktails at Root25, located on the 2nd floor near the central staircase. We really liked the pub-like feel of this restaurant, which featured many local craft beers, craft cocktails (think speakeasies), and wine.  We took advantage of the reasonably priced bar bites, ordering a Pretzel roll, wings and Carnitas street tacos – all very tasty and fresh.

While we sat at the bar, chatting about our experience checking into someone else’s room, apparently the restaurant manager overheard our conversation. He walked over to us, apologized again for the inconvenience and bought us our next round of beers. I was impressed!

We did return to Root25 after the wedding, and this restaurant and bar was rocking, packed with customers and few seats remaining. The staff had trouble keeping up with the drinks and food.

Other Amenities

We didn’t have a chance to use it, but I loved the sleekness of the glass enclosed indoor lap pool and hot tub.  The large outdoor patio with fire pit was tempting, but we ran out of time. There also was a Hyatt StayFit Gym, but Sundays are our relaxing day so we passed For those wanting a quick coffee, breakfast or lunch, Perks Coffee and Go, serves Starbucks and is open all day.

For those wanting to explore southeast suburbia, within 5-mile radius of this Denver hotel, enjoy plenty outside entertainment with 35+ restaurants, shopping center, local breweries, movie theater, and more.

Bottom line of this experience? Truth is not all hotel experiences rock it from start to finish. In this case, the management and the staff stepped up with excellent customer service, bringing a win to our stay. The finale? When we went to check out, the same manager from the previous day recognized me, apologized again for the issues, and took care of our hotel and parking. Managers made us feel welcome at the Hyatt Regency Denver Tech Center, and we’ll give this Denver hotel another chance.

Our room rate was $99 (part of wedding block), but rack rates usually start at $125. Book online at the hotel website or try any of the booking sites such as Hotels.com or Priceline.

Photo Credit: Hyatt Regency Denver Tech Center.

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