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After spending months trying to find a wedding venue, we finally settled on the Hyatt Regency Jersey City. A friend who had also gotten married here told us the communication was awful, but we were swayed by the incredible skyline views.

I do not say this lightly but I think almost everyone who works here is incompetent and unmotivated to provide any type of customer service. After we signed our contract, we of course had many details to work out but everyone here takes days to respond. If you send an email with 3 questions, they'll respond to 1 maybe 2 if you're lucky. 

Firstly, the room booking process was a nightmare. We had booked 70 rooms for our block and were told we could add more as needed. When our block filled up, they refused to give us more rooms and after multiple back and forth emails and calls, and us basically  begging, they gave us a few more rooms. They wanted us to be the intermediary between the hotel and guests booking rooms (we had 250 guests). We of course said no, but for anyone adding days outside the room block, they had to email back and forth and then received no confirmation. I had guests regularly texting me about rooms because the hotel was so incompetent to deal with. 

The week of our wedding, they informed us the escalator was broken (main way to get to the lobby) and that it would not be fixed in time. They did nothing to compensate for this inconvenience. The pool was also shut down, which is another reason we had booked this venue, as we wanted an activity for guests before events. 

We were told we would be able to keep decor items and items for welcome bags in a storage room and when we checked in the storage room wasn't available.  We had also booked a room as a hospitality suite and that was no longer available either. We had confirmed each of these 2 days prior in the final check-in meeting.

There is zero service at this hotel. No one to help with bags, no welcome drinks for guests, no special perks for the bride and groom (not even a welcome drink) .

We had paid for a welcome sign to be put up in the lobby (also confirmed 2 days prior in the final check-in meeting) and when we got there they refused to put it up because there was a conference of doctors. Regardless of what you have booked, the hotel will pick and choose which events are priority to them and in this case, they prioritized the conference of doctors over our wedding. The Sales Director was condescending and rude and could not have cared less that we booked 70 rooms and brought 250 people to the hotel. 

Because of the skyline views, this venue is often booked, so they could not care less about customer service. At every stressful moment, they somehow added more stress. They really put a damper not just on our wedding weekend, but also the whole planning process. If we could go back and book another venue instead, we would.

Hoping to spare others of the stress we had to deal with. I would avoid booking this place at all costs.

Hyatt Regency Jersey City On The Hudson

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