3 years ago
If I could give zero stars, I would. My last fami...
If I could give zero stars, I would. My last family trip before my daughter left for college was ruined. I was embarrassed that this turned into a humiliating situation for my family who I had booked the other room for. This was by far the WORST HYATT customer experience in my life. I received totally unacceptable and unsatisfactory treatment as a paying customer. I reserved two rooms, both with double beds. Upon check-in, around 930pm, I was told that they were at full occupancy and that there were no more rooms with double beds; only 1 king bed rooms are available but they would give us rollaways for each room. Not ideal, but we had what we needed. They gave us ONE key for each room. The first room was a smaller end-of-the-hall rooms which could NOT even fit a rollaway. The second room had space for a rollaway. We wait 20 minutes and the rollaway had not been delivered. We went to the front desk. They said they are behind delivering rollaways, maybe another 30 minutes but no guarantee. Extremely tired and wanting to get my family settled in, I asked if we can get a refund (even though we had nowhere to go but we were that fed up with the poor attitudes of the employees). The clerk got the supervisor and the supervisor said there are two double bed rooms that were "just cleaned" that they could give us. We have to move all of our belongings and bags to the new rooms. We were happy with the first room, but the second room reeked of cigarette smoke. We called and ask to switch rooms. They said our only option would be to move to a king size bed room and get the rollaway. It was near 11pm at this time and exhausted, we decided to do that. We had to move our belongings again to the new room on other/multiple floors. There was still no rollaway in the room as they promised. We waited. Around 1230am, we called the front desk and they told us there are no more rollaways available. We ask what are we supposed to do with our kids. They offered extra pillows and blankets. They expected for our kids to sleep on the floor when we had originally reserved two double beds in each room! I asked for a 3rd room since they could not provide another bed for my kids. They said there they could not do that because then there would not be enough accommodations for other people. I asked "what about my accommodations that I reserved?" The clerk hung up on me. So my husband made a trip down to the front desk and on site supervisor. They said there was nothing they could do. A little after 1am, we decided to stop fighting it because they were not concerned with the fact we reserved one thing and got another, leaving my kids on the floor or squishing all of us in one bed. It was the MOST uncomfortable, unsettling and upsetting situation I have encountered at a hotel, and a HYATT nonetheless! They kept bouncing us from room to room, I'm SURE they had other rooms available that they could have moved us to. In fact, I heard other people check in AFTER us and receive their double beds. They offered us breakfast for two in consolation for the inconvenience. I am not a complainer, but this was absurd and ridiculous, constantly giving us the runaround and having to move from room to room, floor to floor, and waiting for rollaway beds for almost 3 hours. And to boot, you have to pay $12 for self-serve parking, $20 for valet. I was unaware of this but that was the least of my worries. I have always been a BIG fan of Hyatt Hotels. I will never step into that hotel again.