Hyde Resort & Residences

Very Poor
Traveller Type: Family with Young Children
  : The amenities of the hotel was to my expectations.
  : Sara the front desk agent was horrible. I paid for a king bed and pull out couch once we got into the room I notice there wasnt a pull a couch. When I called down to speak with a agent to ask if there were possible roll away beds or something they mentioned that there werent any and there wasnt anything they could do. I asked if maybe there were some extra comforters that we could probably put on the floor to sleep on or something and they mentioned that housekeeping was closed and that we could contact them in the morning which is what I did the next day and they were still closed I never heard of housekeeping being closed throughout the day for guest. We werent able to get towels comforters or anything. The next day I decided to go downstairs to express my frustration to Sarah the agent who check this is and to see if theres anyway we can upgrade to a different room because sleeping on the floor was not our idea vacation I even tried putting two chairs together to sleep on which was ridiculous. I spoke with Sarah and she seem to have absolutely no compassion whatsoever she was super nonchalant and was like theres nothing we could do she didnt even allow me to finish expressing how I felt and just cut me and my family off. I understand at times hotels to be so booked up there is nothing that you can do but where is the compassion for guest? Its as if she just didnt wanna work that day and was in a horrible mood. The next day was check out and Ive asked to speak to the manager mind you Ive asked to speak to the manager the day that I got there in the second day and they told me no one was on the floor thats another thing I never heard of of no managers being on the floor and such a big luxury hotel like this one. I ended up speaking to the manager the day of checkout and she was so polite so sweet and nice and had compassion for us. What blew me was the fact that she showed us on a photo how to set up the pull out couch which Sara did not do or mention

Good
Traveller Type: Family with Young Children
  : The pool area was lovely- clean, relaxing and good atmosphere
  : Th AIR CONDITIONING!!!!! The main unit was in our bedroom and was so noisy. It woke us up multiple times each night with such a loud noise

Fair
Traveller Type: Family with Young Children
  : location
  : rude staff unfriendly rules for using the cart, requesting bath towels, etc. hidden fees ($140 for the cleaning fee, which I was not aware of at the time of booking).

Very Poor
Traveller Type: Solo Traveler
  : The view
  : The staff and the valet was rude, unwelcoming as if I didnt belong at this hotel. Charged additional fees, cant reach management regarding final bill for charges and the staffs behavior. This was done to me on my birthday. No one has reached out yet.