Hyatt Regency Birmingham, Birmingham

I have previously stayed at the Hyatt (Birmingham) and found it absolutely wonderful, the staff friendly and helpful and serivce second to none. 2nd time round was not so great, considering it had been a couple of years since I had been I had high hopes for my Hyatt experience. The staff were unfriendly and looked miserable on arrival!! Not once was I made to feel welcome! Check-in was quick and simple, but staff had no customer service skills!! The room was beautiful and clean, bar the grubby looking windows. I had called to get some information from the front desk and was greeted in an unfriend, unenthusiastic maner. They just didn't want to do anything to help me and I was passed back and forth between Reception and other areas on occassion getting cut off and starting again!! The weather wasn't brilliant and feeling rather low about the experience of the hotel, I called and after the same terrible customer service via telephone transfers, they gave me a few numbers for local take aways. I ordered one and was alerted when it arrived, but when I asked the Duty Manager for cutlery they decided a charge was necessary for any cutlery!! When I expressed my disgust in being charged for the use of a couple of forks he then decided I didn't have to pay for them after all! I felt it was just a scheme to charge more money to my room!! Definately not the great service I had previously received where staff bent over backwards to meet MY needs!! Annoyed I decided on visiting the night life to get out nd begin to enjoy my evening, as the hotels location is perfect for this. BUT on arrival back to the hotel I was greeted by two security guards who unpolitely told me I MUST show my room key before I can get into the hotel. This I can understand as the hotel don't want to give access to just anyone, but it was the way security approached me that was annoying. Talk about treating guests like criminals. What great fun!! On my entering the hotel the security followed me in and bee lined to another guest, who he decided to have a go at for eating in the lobby. As the guest had not been eating the hotel food he was told it must be taken to his room by the security guard in a not so friendly manner!! I could tell he felt threatened as he made a swift exit. I can understand the rule for guests not eating in the lobby but when the Bar and Resturant were shut was this actually necessary?? All I can say is what happened to good old service with a smile! I know the economy is not that great but to keep people coming back it would be nice to be atleast polite and have a little enthusiam!! I definately intend on heading to the Radisson!! oh and this was also Happy Birthday to me!!