I have stayed at the Manchester over a dozen times the last decade (dating back to its single tower days) and have experienced a recurring pattern: I will love ceratin aspects of the stay while other aspects leave me wondering why I always choose to return. My stay last week was no different.
Thank you for reviewing our property. I am thrilled that you enjoyed your stay with us overall and were able to take advantage of some of our amenities offered on property. I want to apologize for the missing remote and dirty towel that was delivered to your room. I have addressed this issue with our Housekeeping Managers to ensure similar incidents will not happen moving forward. In addition, you’ll be happy to hear we are in the planning stages for a complete room renovation.
Again, we appreciate the feedback as it helps us to constantly improve our operations and service. We hope to see you back again soon.
P.S. – Thank you for the nice compliments on our marketing materials for Top of the Hyatt.
Electronic Sales & Marketing Manager
Manchester Grand Hyatt San Diego
This review is accurate. The property, facilities and location of the M.G.H. are exceptional. But the rooms woefully outdated in comparison to other leading hotels in the gaslamp quarter area. I only stay here when my company arranges it. If I travel privately, I always choose the Omni.
@Kristen: Thanks for you comments. I appreciate you reading my review and addressing my two issues with Housekeeping. I look forward to returning again to the Manchester.
@David: I don’t know if I would go so far as to say “woefully outdated”, but I will concede that the rooms in the new Hilton and OMNI are much more modern.
The OMNI is a nice hotel, especially if you want to go to a Padres game, but the rooms are small and the fitness center is not as comprehensive as the Manchester.
I have stayed at this property since my family is in San Diego and I’ve been searching for a good Hyatt in the area.
The grand club has great views of the Coronado Bridge and the bay. The food spread is slightly above average for a domestic Hyatt.
Like the other Hyatts I’ve stayed at in San Diego, this property is a waste of a diamond suite upgrade. I haven’t tried the new Park Hyatt yet but their suite offering looks nice online, and the typical diamond upgrade room (without a suite upgrade) would be considered a “suite” at some domestic Hyatts.
I didn’t particularly appreciate the extensive collection of photos of prominent conservative politicians on the first floor, and would have felt similarly had they been from the other party. IMHO not the right venue for this type of photo collection.
IIRC the turn down service included a free bottled water – a nice touch.
Great review Matthew, and I’m glad the hotel staff read it and seem to take it seriously. Hopefully the additional insight I’ve added will be of some value to others.
@HunterSFO: Thanks for your comments. I upgraded to the club level once a couple visits ago and agree that the view is nice from the lounge and the spread is good. I wish I would have taken pictures during that visit…
That new Park Hyatt in Carlsbad looks very nice. I am thinking about using one of my “Welcome Back” free nights to try it out.
After reading Lucky’s recent review of the Park Hyatt in Seoul, I really want to try out some Park Hyatt’s. I have stayed at one Park Hyatt (no longer a Park Hyatt)–the Hyatt at the Bellevue in PHL–and I wasn’t all that impressed with the service. Of course, I only have Plat status.
@Matthev – Regarding compensation at Hyatt for your Manchester Grand stay – I generally call the Hyatt Diamond line and pick “customer service” instead of “reservations.” You’ll get a “consumer affairs agent” who will take down the details of your complaint and follow up with the property. Shortly after that they call you back and try to explain what happened and what steps they are taking to make sure it doesn’t happen again. I almost always get offered Hyatt points equivalent to what it would cost to book an award night in the property in question’s category. The other route is to go through your Personal line agent. I have so few complaints though that I haven’t had any problems since I was assigned to her.
@HunterSFO: Great advice. I’ll let this stay slide since it’s been over a month, but next time will follow your recommendation.
I am currently sitting in room at the Manchester. I called twice, many hours before arriving to ensure my room would available. Corner King, club level. When I arrived, “Basel” at the front gave me a long elaborated story of a recent upgraded reservation system and how I was listed as sharing my room with someone. He gave me a differnt club room. When I go to m room, it was not a king, not a corner. I called front desk, they switch me to corner king. I ask to confirm the new room would be what I initially reserved. I was assured it was. Wait in line at front desk again, explain again to front desk person. They just defend Basel’s actions. I get to new room, not club level, not what I initially reserved. This is not my first dealing with a hotel doing this. I called twice, once to hotel and once to the 1-888 number to make sure this would not happen. It did.
@Justin: Sorry to hear about your poor experience. Maybe you can ask for Ms. Spitz (see first comment above) to look into your issue.