Alyssa Wongseng

Review of Hyatt Place & Cortona Inn & Su...

Drove from Southern Arizona with a total of 6 fami...

Drove from Southern Arizona with a total of 6 family members (4 of them being their first times to Disneyland/universal studios let it alone California itself and 2 of them being under 5) we were so excited we drove all night and arrived at Universal Studios in the morning and played all day, they had a BLAST!!! Figuring it was late 11pm we decided to call just To give them a heads up we are coming just a little late (keep in mind in my email states the latest check in is at 1am) just so they were aware. When I call the first time, I kept getting placed on hold and finally when the gentlemen answered he took my last name then back on hold a few more times, stated that his system had to restart and he would call back in 5mins ( I agreed being that we were wrapping up dinner and it would be perfect timing) 20 mins went by so I called and was placed on hold a few times, again and I patiently waited. The gentlemen gets back on the phone and says "Ms. we will have A room for you when you arrive" which caught my attention because I said no not A room THE room that I FULLY PAID in advance for so then again I am placed on hold. He comes back on the line and states that they have sold out of the room I requested (2queen beds & sofa bed) and my mind was BLOWN, I was furious being that we were about 30mins away and now with no room for everyone that hadn't really slept in the past 24 hour. I was offered a room with a king bed which I had to decline being that we had 6 people in our party and secondly it was not the room that I PAID/RESERVED! I was told that I would get a call back again, a little hesitant since I never got a call back the first time around I demanded his name "Sancho C" he stated. Then he said and I quote "I will call you if I find you another room in the area" and it flipped my switch again "IF YOU FIND A ROOM" are you kidding me? I booked in advance so that my relatives could enjoy there stay in a nice clean cozy hotel and now we were all 6 stuck in a car in the parking lot waiting for an answer. I started to call around and it seemed everywhere was book (keep in mind I was already out $459!) I received a call from Sancho at 12:15 saying that he did find a hotel (I made him aware several times that we were in the parking lot) but we would have to drive all the way near Huntington Beach! I could have done that myself I booked the Hyatt because it's near Disney and I wanted my relatives to truly enjoy there first and maybe only visit. I declined because I was already sitting for an hour and I did not want to drive another 40minutes out when we were already tired. I was told I'd get another call back he offered me the same king bed which I declined AGAIN, that would mean that half of my party would have had to sleep on the floor and I was not going to have it. He stated he could not offer me anymore because there was no manager on site. Thankfully he did clear the cancellation fee which is the very least they could do & and after hours of waiting and looking we were able to get into the Doubletree Hilton after the lady had seen how much the kids were tired and I was sobbing she helped us out and we got situated into a room a 1:30AM. When we should have had a room to begin with being that it was FULLY PAID FOR AND RESERVED, I do feel extremely disappointed I felt like it was a very heartless move on their part especially how they handled everything maybe if he would have offered half off the night we stay on the king room I may have accepted but he kept stating their was nothing he could do but wave the parking fee and dinner (REALLY DINNER AT 130AM) I WANT SLEEP NOT FOOD! This was my first time booking with a HYATT in California and I never had an issue an our Hyatt's from where we're from they had always been near the top for me but this Incident I WILL NEVER CONFIDE TO BOOK AT A HYATT AGAIN! If it would have been handled differently and we didn't waste so much time on hold and call back I probably would not be writing this.