Hyatt Regency Cologne

The experience was beyond. The room was very nice as was the staff. The Italian restaurant was very good both food and service. All in all we had a wonderful stay. Will return. The hotel is very well situated to get around on foot. The breakfast buffet was plentiful but the hot food was cold

Great Hotel with Beautiful views of the Rhine and Köln Cathedral. Nice amenities in the rooms with a relaxing Club Lounge on the top floor! Very Convenient to the main train station as well as the Köln Messe station. This is where I stay when I come to Köln twice per year!

I have stayed at this hotel many, many times over a long span of time, this is the first time I selected a "regency suite" and the location/view of the cathedral was awesome. I was a little disappointed that the hostess at the main breakfast area on the mezzanine level " did not get the memo" that breakfast was included for me! She was a little curt in denying me! This is a beautiful hotel from the outside and very convenient to two train stations in Köln! I believe though that the hotel's interior on the room floors needs updating, the carpet and wallpaper appear old and boring. The rooms are good but could use some updating as well. Finally, if you speak English, don't expect more than 2-3 channels on the TV plus if you are interested in European football, forget trying to watch this anywhere in the hotel!

On the evening late of 25.04. we arrived to Hyatt Cologne to receive the room that we have pre-booked for three nights. When we requested to introduced our passports we had realized that we had forgotten them but we have still Photography of them. We came from berlin where we live now but our passport is Israeli passports. The reception clerk said that they cant accept us and his manager (,Roberto Kan) added in his words "These are the rules at our hotel, I did not write them and I cannot do anything about it" It didnt help that we stayed in hyatt hotel in berlin twice and in Greece . we ,of course, tried to explain and talk to his heart that we understand that these are the rules, but still it is a human mistake on our part and asked for some flexibility. It is important to emphasize that the Assistant Front Office Manager (,Roberto Kan) ,was not polite ,rude and didn't show any desire to help us in the unpleasant situation we stumbled upon it. Moreover, when the daughter who lives in Cologne suggested that perhaps she could bring her passport and that would allow us to stay at the hotel and enjoy this long-awaited vacation the respond of the Assistant Front Office Manager was: "Do you understand that what you are offering here is a fraud, a fraud, a fraud, not less !!!!" It is still difficult to describe in words the disappointment, astonishment and humiliation we felt in light of the degrading and inhuman treatment we received. The edducated Assistant Front Office Manager added that no respectable hotel in koln will accept us without presenting passports . The end of the story: In complete contrast to what was said by the educated manager, the next day we had a very positive experience at the Hilton Hotel, where they had no problem accepting us without passports, but only with a photograph. We were treated there with a pleasant and friendly manner as expected from a five-star hotel. It should be noted that the Hilton is not the only hotel that "did not make a fuss about not presenting original passports. As I said it is not our first time in hyatt and still they behaved us as they did . Of course we applied to the global customer service and after our complain we got compensation and what more important we got confirmation that this behaviour was not proper. From the email we got: "The whole situation should have been handled way better to provide a solution for you to stay with us." There is concept that came from heitec world "out of the box thinking " or "creative thinking" meaning to find solutions for unusual problems. The Assistant Front Office Manager (,Roberto Kan) in Hyatt koln has a lot to learn about customer service and "out of the box thinking "

I have stayed here many times and it’s always been great. We have 2 rooms booked for 10/4 and one of my party can’t make it due to a family illness. I called the hotel and asked if I can change the booking to 1 room of a higher grade. Didn’t even ask for a cancellation and they refused. Poor customer service and unreasonable logic. Money grabbing company. Will be my last stay with the Hyatt group.