Hyatt Regency Mainz

Booked three rooms for a total of five nights. Planned to meet family at this hotel. Unfortunately my passport was stolen in transit. I called to cancel, knowing I booked at a 90% charge cancellation rate. The hotel manager declined to provide full refund. OK fine no problem I completely understand, that's my booking rate. Please let me add the family who are still arriving so the rooms can be used since I wont be able to make it. The response from manager is a NO. As I booked a no change rate they will not even let me add my adult son or mother to the rooms for use that I paid for in my absence . They then said I had to cancel if I was not present for the check in and canceled the rooms. This is a poor customer service decision based on the hotel manager. I am sure there will be a long winded defensive response from the manager citing the booking and they are correct in what they are doing, but this is not how you treat people who lost their passport and are trying to still make things work for the rest of the family over the holidays. Take the money from the booking and book the room to someone else, make more money. This is concrete thinking business minded manager with no capacity to adapt or understand when a situation becomes more ambiguous. If this is how they run this facility, you will see a similar pattern and problems.

Couldn't go for health reasons, so asked for an email re health insurance. I was very impressed that they (sorry, didn't catch the young lady's name) phoned me 2 hours later. (but here's a bad review for tripadvisor; why insist that I say when I WENT, when the point is I DIDN'T go)

Yet another wonderful time at the Hyatt in Mainz. Great team, great location, great times! I highly recommend this Hyatt!

This is a lovely hotel in a great location, with beautiful views right on the riverfront. The rooms are spacious, clean, and modern. The breakfast is very good, but you should book the room with breakfast included, as it is quite expensive to purchase separately at the hotel, as is typical for Europe. The staff are exceptionally helpful and friendly. My stay exceeded expectations. I thought the value for the price was very good.

We stayed at the Hyatt Regency for one night — the hotel is quite old but well maintained. We were actually getting married on the day of our check-in, so we arranged an early check-in before our ceremony at the Standesamt. We even informed the hotel in advance by email about our special day. However, we were a bit disappointed. At other hotels, when it’s a special occasion like a wedding or birthday, they usually prepare a small decoration or thoughtful gesture in the room. Unfortunately, there was nothing special waiting for us this time. The hotel itself seemed very busy, with lots of meetings, seminar guests, and even Cathay Pacific crew staying there. We also tried to book a table for lunch with our guests, but were first told it was fully booked. Eventually, we managed to sit at the bar area and enjoyed some sparkling wine instead. During this trip, we stayed at three different Hyatt hotels in Germany, and I would say this one was not the best among them.