Hyatt Regency Birmingham

**Missing personal property – unresolved after several months** I have stayed with Hyatt extensively over the years and, as a World of Hyatt Globalist, have generally had very positive experiences with the brand. Unfortunately, an incident during my stay at Hyatt Regency Birmingham in July has significantly affected my confidence in the hotel chain. A pair of almost-new expensive running shoes went missing from my room (a Suite) during my stay. I reported the matter to Reception as soon as I discovered they were missing. The incident was subsequently reported to West Midlands Police, and I provided a formal witness statement. Hyatt investigated the matter, and the case was later escalated to Hyatt Consumer Affairs and Executive Management. I deliberately allowed the hotel and Hyatt plenty of time to investigate and respond before writing this review. Several months later, however, the matter remains unresolved and I have received no meaningful further response. For me, this stopped being about the monetary value of a pair of running shoes some time ago. It became about **trust** and how an organisation responds when something goes wrong. I appreciate that hotels cannot prevent every incident, and I am not making any allegation about who was responsible for the disappearance of my shoes. However, when personal property goes missing from a hotel room, I believe a guest should reasonably expect a thorough investigation, clear communication and a definitive response. As a long-standing Hyatt customer, that is what disappoints me most about this experience. Luxury hospitality ultimately depends on trust. Once that trust is lost, the quality of the room, facilities and loyalty benefits becomes secondary. I hope Hyatt Regency Birmingham and Hyatt's management will reflect on how incidents involving guests' personal property are investigated, communicated and resolved in future.

Just returned from a 2 night stay at this lovely hotel. Great service at reception, breakfast and in the club lounge. Really comfortable beds in our room and a great location close to the city. Food at breakfast was very high quality and nice food and drinks in the lounge. Overall, very impressed! If only all hotels were like this

Extremely disappointing experience — be very careful with deposits. I booked this hotel through Super.com and was asked for a £40 deposit upon arrival. I was clearly told by the staff member that this would be refunded after checking out. What is particularly concerning is that when you pay the deposit by card, the hotel has the ability to adjust the authorised amount afterwards, meaning the amount can potentially be increased after you have left. In my case, £113 was ultimately taken rather than the £40 deposit I was told would be refunded. We did not use any additional hotel services, incur any additional charges, or damage anything whatsoever. We left the room absolutely spotless and in good condition. There is no legitimate reason for £113 to have been taken from my account. I contacted the hotel to ask why the money had not been refunded and was told to send an email. I did exactly that, but despite contacting them and giving them the opportunity to explain the charge, I have received no response. This is extremely poor customer service. If a hotel is going to retain or increase a deposit, they should at the very least provide a clear explanation and respond to the customer when challenged. I would strongly recommend checking your bank statement carefully after staying here and being very cautious when paying a deposit. I certainly would not stay here again based on this experience.

Spent a Friday night here so I could enjoy a night out in Birmingham on my Birthday. The room was booked well in advance and I got it for a third of the usual price via a third party offer. It is a very striking hotel both outside and when you step in. Checking in is a strange experience as there are requests for ID (which I've never had in any UK hotel before), they also questioned my daughter who was staying with me. A surprise extra £40 deposit was sprung on me, I used my credit card for this. That transaction was pending for 30 days before it eventually dropped off without charging me. Initially, I had made a reservation for dinner in their restaurant. I then made many attempts to call them beforehand, until one day they finally answered. I wanted to know if there were any non-haallal meat options on the menu. I couldn't get a straight answer until they eventually seemed to admit pretty much all of their meat is haallal, and I cancelled the restaurant booking to dine elsewhere. The room was nice, clean, with sufficient furniture, a decent bathroom, great shower pressure, comfortable beds, and a lovely view of the city and canals. The lifts work pretty fast too, we never seemed to have to wait long, and they sped through the floors. All in all, it's not bad for what I paid, but there's just something off about that check-in procedure which makes you feel unwelcome right at the start.