Hyatt Regency Austin

Rude and inconsiderate

"This hotel caused so much unnecessary stress on my rehearsal dinner night (April 2026). We lost my dad four months before my wedding. The hotel had offered my mom a complimentary suite upgrade because we booked a wedding block with them, and we planned to use it as the bridal suite. My mom arrived Thursday but stayed with my aunt that night in another room at the hotel so she didn't check in until Friday evening. When she did, she learned the hotel had given away her upgraded suite to another guest in our wedding party because he had Hyatt status and qualified for an available upgrade. They accepted our offer to call the guest ourselves to ask him to switch until I realized how ridiculous it was that they even entertained that. How awkward!! I told them they needed to handle this because it was their mistake My mom spent over an hour at the front desk trying to resolve the situation. The hotel manager was rude, showed no empathy, and only apologized after I pointed out that he hadn't. The sales manager who arranged the upgrade was just as dismissive. When I asked why there wasn't a system to flag an unclaimed bridal suite, she said they were a large hotel with multiple weddings and couldn't keep track of things like that. It made us feel insignificant. In many hotels, wedding block suites are flagged in the system as do-not-move or require sales approval before being released, especially on event weekends. That was not the case here, and it created entirely avoidable stress the night of our rehearsal dinner. My mom ended up with less than an hour to get ready for my rehearsal dinner because of the delay. They eventually found us another suite, but the damage was done. The only follow-up I received afterward was a TEXT message from a sales associate. The hotel is conveniently located and the room itself was fine, but none of the stress was worth it. I would not recommend this hotel for anyone hosting a wedding."