"We were so excited to stay at the Grand Hyatt in Athens after being at the Hyatt Andaz in Prague which was a 5 plus star hotel! First, No bellman appeared. The front desk representative was very nice and put us in a larger room.
We went to the room which was its own adventure. If you are on the 8th floor, the elevator lets you out right into the restaurant! You have to turn right down the hall, passing open bathrooms!, then push the EXIT door at the end of the hallway. Once through there, you will find rooms. Could barely open the door to the room as it’s not aligned. Then the refrigerator wasn’t working especially since we have medicines that need to be refrigerated!
I went to the front desk about our meds needing to be refrigerated and my husband to the bar. Front desk said medications that need to be refrigerated have to be placed in THEIR fridge since none of the ones in the rooms don’t work! My husband was at the bar and when I got there he ordered me a drink, after sharing the med saga. He shared the bar staff wasn’t friendly and was put out by asking for water along with a glass of wine. As soon as I put a 100 euros down for the bill, one bar staff member happened to be behind us and she put her arm between us to quickly grabbed the money/bill! Unbelievable!
At this point we are definitely not at a 3, 4 or 5 star hotel and things are going downhill quickly.
Brought the meds down to give to the front desk and there was a very long line at reception. I waited my turn. At this point we are done. I asked for the meds to be put in THEIR fridge and the staff wanted me to go with them. In the meantime I said we want to check out tomorrow and be refunded for the other 3 nights as I had just paid for the rooms when we arrived. She wanted me to go with her with the meds and I asked “can’t you take it to them and make sure our room number is on it?” She said, “well there’s a long line behind me waiting” and I shared I had already stood in line. So the other person at the front desk said I needed to reach out to booking.com. I did and the response was they will reach out to the hotel staff. I then get a message the hotel will charge us a penalty for canceling, a cost of one additional night. I spoke with Nancy at Guest Relations, at the hotel, and she was very helpful and was able to get the hotel not to charge us a penalty. Thank you Nancy!
In the room, which needs to be remodeled, we had to use cleansing wipes to get the nightstand surfaces clean as there were drink circles left on them from prior visitors! Plus there’s mold in the shower! Yuck! And the drapes need to be replaced, etc. For the piece de resistance, the thermostat didn’t work, even though we followed the instructions on the wall. We called the operator about the thermostat and they said they would send up an engineer. That was at 7:30 pm and now it’s 10:30 pm. They never showed up! In the am we found out the sink hardly drains!
This is NOT a 5 star hotel and if you come here, you’ve been warned!
We suggest that the Grand Hyatt Athens managers go to Hyatt Andaz in Prague to see how a 5 plus star hotel operates, and bring that level of service and luxury back here."
