Kissel Uptown Oakland - The Unbound Collection by Hyatt

Niki Butera 4 months ago

This was one of the best hotel experiences I've ever had. I would struggle to find a flaw in my stay. My favorite part was the motion activated lights under the bed so you could get up in the night without stubbing a toe. Genius! Everything was beautiful and well appointed. My room overlooked Broadway and there was a loud bar with its doors opens across the street for part of Friday night, but that's why I always bring earplugs to hotels. Otherwise it was extremely quiet. (That bar looked really fun and I wish I had time to go over there). I did grab a quick drink at the hotel bar and it was delicious. Valet parking was expensive but that's just the bay area. It was worth it to me to know my car was safe for the 48 hours it was there.

Frehiwot Yeshitla 4 months ago

We were so happy with our stay! The service was absolutely wonderful, and the breakfast was amazing. Emily C was incredibly sweet and treated us like a king and queen. We were rushing that morning, but she remained patient, kind, and attentive. She brought our breakfast and coffee with a warm smile and such a respectful manner — it truly made our morning special. When we checked out, we met Aaron — wow, just wow! What a gentleman. He listened carefully to our concerns and went above and beyond to accommodate us. The way he treated us was so professional and respectful that we honestly thought he was a manager. Because of the outstanding service we received, we will definitely be coming back to this hotel! Frehiwot Yeshitla

Brittany Moor a month ago

Beautiful hotel, but beautiful design does not make up for terrible service. I stayed at the Kissel Uptown Hotel in Oakland from May 8–10, and while the property itself is aesthetically beautiful, my experience with housekeeping and management was absolutely unacceptable. During our stay, housekeeping cleaned our room “like a checkout” while we were still active guests at the hotel. Every single one of our personal bathroom items was thrown into the garbage — shampoo, conditioner, soap, toothbrushes, toothpaste, and other belongings. When I asked where my things were, the housekeeper literally pulled them back out of the trash and handed them to me in a garbage bag. I have never experienced anything like this at any hotel. The most concerning part is that if we had not unexpectedly returned to the room midday, all of our belongings would have been completely gone by the time we came back later that evening. I would have been left wondering whether someone entered the room, whether my items were stolen, or what even happened. A $100 credit was applied to the stay, but honestly that does not excuse the situation. What makes this experience even worse is the complete lack of response afterward. I sent a detailed email to management on May 11 regarding the incident. I contacted two managers whose emails were provided by the front desk, followed up with the general manager directly, and still have not received a single response. No acknowledgment. No apology. Nothing. That level of customer service is unacceptable, especially for a hotel presenting itself as upscale and luxury-focused. Good design does not trump poor service, and unfortunately this hotel failed tremendously when it came to guest care and accountability. I will not be returning, and I would not recommend staying here based on my experience.

Afia Dawn Opantiri 4 months ago

Came to Oakland for a work trip. Needed to attend an all day meeting at a WeWork 2 blocks away. The hotel lobby is well designed with fun/eclectic decor. The rooms were a good size, clean/modern decor and the huge walk-in shower which was my favorite. All of the staff were so warm, welcoming and friendly from the valet to front desk to housekeeping. There were also lots of cafes, restaurants and even a Whole Foods within walking distance. Would definitely stay again!

Sabrina a month ago

Very disappointing experience. I specifically paid extra in advance for a room with a terrace, but when I entered the room, there was no terrace at all. What frustrated me the most was the lack of communication from the front desk. Nobody informed me during check-in that the room I booked was unavailable. I only found out after getting to the room and then had to go back downstairs to ask about it myself. I was told the hotel was fully booked and there was nothing they could do, and that I would need to speak with a manager regarding a possible refund for the price difference. Honestly, what is the point of paying ahead for a specific room type if it can simply be given to someone else? The professional thing to do would have been to communicate the issue upfront instead of letting guests discover it on their own after checking in. Overall, very poorly handled and disappointing customer service.