Flyer62719298841
Couples · November 20252/10
I’ll preface by saying that after two weeks of trying on our part, and a complaint to Hyatt, we finally got a return call from hotel management and were able to reach an amicable resolution.
This is a...I’ll preface by saying that after two weeks of trying on our part, and a complaint to Hyatt, we finally got a return call from hotel management and were able to reach an amicable resolution.
This is a lengthy review - but trust me when I say that this is the shortened version.
We’re local but decided to splurge on a stay at the Eliza Jane for our wedding weekend in October 2025, based in part on seeing other couples' wedding photos and several promos we’d seen online. Because October is a busy time in New Orleans, we made our reservation early (December 2024) to ensure the two suites we booked were secure.
To say we were unhappy with our stay is an understatement. The Publisher’s Suite (710 sq. ft.) we booked to be the bridal suite wasn’t ready when we tried to check in but were promised a call when it was ready. When we got the call, we were given an apology for the downgrade – we weren’t aware of a downgrade. Apparently, the suite was unavailable -- why exactly it wasn't available isn't clear as we were given a different reason by each person we spoke to. We were promised yet another call to "see what they could do" which never came. After our rehearsal dinner, we returned to the hotel and were told that there was now no room for the bridal suite. Somehow, they found us a room, but despite it being reserved on their system for us, it was occupied -- that seemed to be a surprise to the front desk staff when we yet again went back downstairs. We were downgraded again into a standard room (275 sq. ft.) well after midnight.
The next day while getting ready for our wedding, we got a call from management who eventually moved us into the now miraculously available Publisher’s Suite, with several promises for comped rooms, decreased rates, Hyatt points and food/drink credits. We tried to get contact information for management several times during out stay but were never provided with it.
At checkout, somehow none of the litany of promises we were given were noted on the system (aside from the food/drink credit which didn't work), and no one could track down someone in management to honor them.
In the meantime, another bride came downstairs to report that her gown had been taken from her room prior to check-out ---- it was later found in the trash. She also had issues with room unavailability despite reservations.
We received several bills over the next 24 hours, and because none of the bills reflected the promises made to us, we called the Hotel again – another promised but never received call back. It took us contacting Hyatt Consumer Affairs to finally get Hotel management to return our call and acknowledge the “inexcusable” chaos of our stay.
Also - note that the valet QR code doesn't work. You will have to actually speak to the valet to get your car - and they'll casually walk to get it despite the fact that you've been waiting 30 minutes...
It truly is a shame they have these mismanagement issues, and what seems to be a practice of double-booking, as it is such a beautiful hotel. I hope that they can get it together.
Til then, I’m telling brides and visitors alike to proceed with caution and have a back-up plan.Show More
