Hyatt Regency London Stratford

My husband and I stayed at the Hyatt Regency Stratford last month and overall, it was a functional and convenient base for exploring London. Location: The location is definitely a strong point. Situated right next to Stratford Station, it was incredibly easy to get into the city and it was a very quick and easy train ride to the airport. The hotel is also located within an outdoor shopping mall, which made it a busy and high traffic area, but it was ultimately okay. Room: The room was nothing special, but it served its purpose. It was clean, functional, and comfortable enough to come back to after a long day out in the city. My view overlooked the roof of another building, which wasn’t ideal, but since I wasn’t spending much time in the room, it wasn’t a major issue. Amenities: Amenities were fairly limited. There’s no pool or spa, but the on-site restaurant and bar were quite nice. The lounge area within the restaurant was especially comfortable and a good place to relax with a drink. It would have been great to have a few more facilities, but for a short stay, it was sufficient. Service: The highlight of the stay was the staff. The front desk agents and doormen were consistently kind, professional, and helpful. They provided great recommendations for getting around and places to visit, which made navigating the area a lot easier. Overall: It was a good place to come back to after a long day of exploring and it offers easy access to transportation and helpful staff.

We booked this hotel 6 months in advance and were really looking forward to our stay, especially after seeing so many glowing reviews. Sadly, the experience didn’t quite live up to expectations. We arrived at 1pm and didn’t get checked into our room until after 4:30pm despite me emailing months in advance asking for early check in (which was approved), with very little communication throughout — a frustrating start. We also got stuck in the lift because the staff didn't tell use we had to swipe our key card to access our floor, which added unnecessary stress to an already rocky check-in. We were told someone would bring our luggage up for us, but this took over half an hour and we were already late to where we were going. To be fair, the room was lovely, most of the staff were kind and the rest of the stay felt pretty standard. Overall, the communication and service just didn’t reflect the price point, and I honestly feel like we deserve compensation for the ridiculously late check in that made us late for the concert we were in London for in the first place.

Today, my family and I visited your hotel and made a same-day booking at the front desk. I initially requested a twin room, but the tall male staff member assisting us informed me that there were none available. After I asked him to double-check, he said there was a room with a king bed and a sofa bed, which would meet our needs. Based on his assurance, I proceeded with the booking. However, when we arrived at the room, we discovered that there was no sofa bed at all. I returned to reception to raise the issue, and the same staff member apologised and gave us a second room. Disappointingly, that room also did not have a sofa bed, and there was a strong oily smell, which made the space unpleasant. Once again, I returned to the front desk. At that point, I was told that the staff member who had been helping me was on a break and wouldn’t return for about 30 minutes. The other staff seemed dismissive, and only after I insisted firmly did they agree to contact him. Eventually, I suggested that we return to the first room and simply have an additional single bed brought in. The staff agreed to this solution and told me they would arrange it shortly. I waited in the hotel lobby for nearly 30 minutes, expecting someone to inform me when the room and extra bed were ready. However, no one approached me or gave any update. I had to return to the desk myself to ask if the arrangement had been completed — only then did they contact housekeeping to bring the bed. To make matters worse, when we finally entered the room, we found that while the extra bed had been delivered, it came with no duvet, no pillow, and not even a bedsheet. Honestly, I was stunned — was I meant to sleep on a bare mattress with nothing at all? This entire experience was exhausting and extremely frustrating. I understand that hotel staff are often busy and under pressure — and I truly respect the hard work involved. However, this level of service and lack of basic follow-through is simply unacceptable. Even if your team members were travelling themselves, I doubt they would find it acceptable to wait hours, be given incorrect information, and then be expected to sleep without bedding. While I do appreciate the politeness of the tall staff member who initially assisted me, the overall handling was extremely poor. It took nearly three hours, multiple trips to the desk, and my own persistence to receive what was clearly promised at the time of booking — and even then, it wasn’t properly delivered. I sincerely hope the hotel reflects on this and takes steps to prevent similar situations from happening in the future. Given the circumstances, I believe a formal apology or a gesture of goodwill would be entirely appropriate.