Palacio Duhau Park Hyatt Buenos Aires

I didn’t stay at El Palacio. We went for Martes Botánico. A great dinner experience for a very affordable price. Snacks, dinner and dessert + drinks and dj set from 7pm to 10pm. Delicious! Recommended for business dinners. The waitress was very kind and provided excellent services as well! They didn’t seem to have a strict dress code

Upon arrival, there was no warm welcome, no one to greet us at the door or guide us at the main mansion entrance—something you’d expect from a property that charges a premium. Every guest who walked in appeared confused, and rightfully so; I sat in the foyer for hours and saw it firsthand. We are a family of three traveling with a toddler and arrived around 10am after two flights totaling 15 hours. While we fully understood that check-in is at 3pm, we were told our room was already in the “queue” to be cleaned. Starting around 12:30pm, we began checking in with the front desk, simply hoping for a little grace or effort considering the long journey and our exhausted child. We were told, repeatedly, that the room was “almost ready.” By early afternoon, it became clear we weren’t being helped or prioritized. Despite sitting directly in front of the lobby for most of the wait, no one proactively checked in with us or offered even the smallest courtesy—no beverage, no update, no attempt to acknowledge our situation. Only at 2:55pm, five minutes before official check-in, did someone finally hand us our keys—without a single word of orientation about the hotel, its amenities, or even an apology. To make matters worse, our luggage was already in the room and the space itself was dusty, indicating it had likely been ready earlier but we were intentionally left waiting. This would be unthinkable at hotels like the Park Hyatt Vienna, where the service is attentive, responsive, and proactive. Sadly, this experience left a lasting impression—not because of a delayed check-in, which we were prepared for, but because of the lack of care or effort to help a young family clearly in need of some consideration. It’s disappointing that a hotel of this caliber appears to train its staff without any understanding of hospitality or the basic principles of guest service.

When we checked in we were told the hotel is fully booked so we could not have the Amex upgrade. However, if I go online to book the room size above then I have no problem booking that for this evening. The room we are in is in the attic room 403. View of the roof. Small two single beds. I feel like the broom closet would may have been in better shape?