Hyatt Delhi Residences

We stayed at Hyatt Residences Aerocity New Delhi three times in one month, and each visit reinforced the same serious service problems. The only reason I chose it was that it accepts pets. I live in Dubai and brought my dog to India because of the current situation there. I won't return. Cleanliness was a concern on all three stays. The first room was dusty throughout. On the second visit I had to ask for a deep clean because I didn't trust that it had been done properly. On the third, the AC seemed unclean, perhaps not cleaned at all. I have severe asthma and allergic rhinitis, and after running it for five minutes I began sneezing and coughing heavily. Food service was just as unreliable. I ordered ginger and cardamom masala chai in a flask to keep it hot. Though the promised delivery time was 25 minutes, it took nearly an hour. It came in a teapot, almost cold, and without the requested flavour. Later, plain yoghurt for my dog, along with a few cloves and cinnamon sticks, took more than an hour despite several calls and repeated assurances that it would arrive in five minutes. An apple ordered at the same time took 45 minutes, after I spent almost 20 minutes trying to reach the in-room dining team. I raised these problems with both the in-room dining manager and the food and beverage manager. After a long conversation, they promised immediate action and said it wouldn't happen again, but the same failures recurred within hours. Promised times of 25 to 30 minutes often became well over an hour, with no accountability or communication. The service was disorganized, unreliable, and showed little regard for guests' time. Management's assurances came to mean nothing. Breakfast was poor too. The parathas we asked for with green chilli, corriander, and fennel seeds were flavourless. The adrak and elaichi chai tasted like plain milk. The first cup wasn't hot, and when we asked again it was hot but still had no flavour. We ordered a plain dosa and got a masala dosa instead, after waiting 45 minutes. After these repeated problems, I see this as a systemic failure, not an isolated lapse. In-room dining was far below what I'd expect from a property carrying the Hyatt name. Without a serious, immediate overhaul, I can't recommend it with any confidence.

My stays at other Hyatt properties have been good, but this was the most disappointing one I've had, because of the reception staff. Ms. Alen spoke to me in an irritated, disrespectful way even over ordinary requests. Her arrogance and rudeness felt unprofessional and far below the hospitality standards Hyatt claims to uphold. The front desk is a guest's first contact with the hotel, so this kind of hostility is embarrassing for a property of this stature and damages the brand's reputation. If management reads this, I urge them to take corrective action and give Ms. Alen training in basic etiquette and guest handling. Extremely disappointing.

The apartments are a good size, nicely equipped, and generally clean, with pleasant bedsheets. Aerocity is handy for a layover because it's near the airport, but sightseeing means a long drive into town. There's also a good breakfast in the adjoining Andaz hotel building, though reaching it means winding through steps, narrow paths, and courtyards. The route itself wasn't a big issue, but getting directions from staff was painfully difficult. Kashish at the front desk left me confused and lost in the heat. I finally insisted she get up and show me, which she did reluctantly. What brought the stay down was the service from some staff: clipped answers and an unhelpful attitude. A bit of customer service training would make this place much better. If the directions are hard to explain, put up signs.

The two-room accommodation had lovely views, and the rooms themselves felt spacious, airy, and nice. I also really liked the kitchenette and the separate washroom and bathroom. It was a very nice stay.