Dream Hollywood

I've stayed in Hyatts over 100 nights during the last couple of years. Buy far this hotel is the worst imaginable. I've never experienced a more rude and poorly trained staff. It started at check-in, continued through the amenity space and concluded with the hotel manger. There are plenty of other boutique hotels in the area to stay out. If you choose to stay at this hotel, expect the worst! Read less

In a nutshell, let's just say the staff did not know their audience when they checked us in, checked us out, or answered our questions. First, we are not 22 years old and don't want to go to a nightclub. We wanted to sit at the front bar and people watch, but the bar was closed the entire time we were there (sad face). But they were happy to give us 40-something year-olds wrist bands for the rooftop night club (were they laughing at us the whole time or just totally clueless?). When we checked out, we left our luggage to be stored while we toured around the city. They were going to send a text message with our luggage tag but never did. When we came back to pick it up, the host apologized, sent the text and started wheeling our luggage to the back. I stopped him and said, "No. We're back to pick up our luggage, not check that you stored it." Finally, we went in December and there wasn't a single holiday decoration in the entire hotel. No garland, no ornaments, no tree, no tinsel. Just holiday music in the lobby, the absolute least they could do. It was kind of weird and disappointing. The hotel was nice, the bed comfy, good room amenities. But the staff? Amateurs! Read less

I really wish I could write a more positive review as I had an an amazing stay here about a year ago but unfortunately, there were some serious service issues which should not happen at a hotel in this category and at this price point. While the hard product is still really posh, service levels just badly need improvement. I reserved a standard King room and applied a Hyatt Suite upgrade certificate to my 4 nights stay. On arrival, I realised that they had assigned me a really strange room- it’s technically classified as a “specialty suite” so a class higher from what I had upgraded to with my certificate. However, if someone really wanted the proper separate bedroom suite, they’d be disappointed: This one is called a “studio suite” which really is just a fancy name for a rather large corner room. This worked almost better for me as I was travelling by myself and it’s definitely a very posh room with all around windows looking at Hollywood. But it’s still strange to “upgrade” me to this as I could very well demand a “proper” suite and it’s arguable which one is better. But hey, the hard product ie actually what I still liked about this property. It’s service which is the issue throughout and that started at check in already: I arrived at a very messy time around 10pm on a Friday night and the property likes making a buck both ways with its actually guests and externals so they were hosting a loud and messy Halloween party at the pool deck. So imagine dozens of dressed up drunk and most likely stoned (it’s California after all, as evident from the pot smell in pretty much every corner of the property) twens while I am slogging my three heavy suitcases up to reception. Fine, I expected nothing else on a Friday. But the real problem was with the check in crew. Three guys, mostly just observing the scene and chit chatting, gave me a less than warm welcome, rattling down the meaningless “Thank for being a Hyatt Globalist” spill and confirming my late check out but then COMPLETELY ignore me having to somehow bring up all my luggage to the room. I proceeded to grab myself one of those trolleys even and the guys at receptions clearly noticed this but did anyone offer me a hand or, shock horror, even offered me to bring up the luggage to the room? Nah. Could not be bothered, too much chit chatting to do and clearly purposely avoiding eye contact to not having to offer any assistance. Horrible, really. And this as a theme that then continued throughout my stay. Service at breakfast (which in itself is still rather nice and a great Globalist benefit) was lacklustre at the least with several incorrect orders taken and making me wait for aaaages for the coffee, then the second correct coffee, then the food and finally getting he the cheque to sign. How often I heard a dishonest “Sorry for that!” from the mostly badly trained and/or completely disengaged staff I can’t count anymore. Cade in point, on the first morning, I had left my room around 9am switching the green “Please clean my room” light on. The housekeeping lady was literally two rooms down in the hallway at the then, saw me leaving and even somehow managed to clean the room opposite of mine which also had the green light on so she must have seen my light. But alas, I come back over 4 hours later after some relaxing time by the rooftop pool ready for an afternoon nap but nope, room not done. This is one of my absolute hotel pet hates and in this case it was very evident that staff could simply not be bothered. I call housekeeping to complain but the lady on the phone is clearly not keen to hear about it and just tells me that her staff is on “lunch break right now” so that I will have to wait a while. Of course that lazy housekeeper is on break now pretty much destroying my carefully planned afternoon. Again, no real apology or proper reaction even to the issue. Very annoying and simply not good enough. Comparing the Dream to the Andaz in WeHo is interesting: I’ve stayed several times at both properties so would think I have a good perspective to compare the both: The Andaz is in a better area of town in my opinion, the surrounding areas of the Dream/Thompson/W hotels are pretty dodgy. Hardly any place in the world I can think of where rich and poor are in such close proximity. At the Dream, I like the hard product better than the Andaz which is in bad need for a renovation unfortunately. The pool deck at the Dream is lovely and you can have a fabulous breakfast up on the same level with perfect views of the Hollywood sign- beats the gloomy downstairs cafe at the Andaz by miles. However, service is significantly better at the Andaz in my opinion- very hit and miss here at the Dream. But for my booking dates, the Andaz was about $100 a night more expensive which I would say is definitely not worth it while rooms have still not been renovated. Read less