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TripAdvisor traveler rating
997 reviews
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Mar 16, 2020Bizarre
Checked me out twice during my stay without me asking for it. Signed me up for World of Hyatt without me asking after I had specifically said, "No" when making the reservation. Everything was mostly fine, but for the price I expected to not be checked out twice (three times, since the final one was correct), higher quality toilet paper and softer sheets and pillowcases.
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Mar 13, 2020Avoid this property, not at all representative of Hyatt brand
There are many issues at this property, among them: - Bad staff attitudes, apathetic - Dirty rooms and other housekeeping shortfalls - Many maintenance issues - Disappointments at breakfast We will not be returning to this hotel. While this location has an average Trip Advisor rating of 4.0, the average rating from 2020 is much lower - not a good trend. Currently this hotel is not performing up to Hyatt standards (or lesser brands, for that matter), including direct comparison to other Hyatt Place properties. Buyer beware! Evening staff seem to care about guest needs but many on the day shift have a very poor attitude and should not be in customer-facing positions. Details: - Be aware that the room layout for this property is a bit strange compared to other Hyatt Place locations. The living area is large, but the bed and bathroom are crammed into a small space. Half of the closet is inaccessible, or only accessible if one removes the clothes from the portion that has a door. Bed was almost in the bathroom. This hotel needs renovation now; when it eventually happens, a better layout would make better user of the space. - Someone else's dirt and hair were left behind shower/toilet door; was never cleaned during our 3-day stay. Dust on surfaces in room was not cleaned before or during our stay. Chicken bones were left by some other guest in the hall near the elevator; they remained there all night, I had to pitch them in the morning. Carpet stains were visible in elevators and in various areas throughout the hotel. - Maintenance issues were apparent throughout hotel. Examples: Water pressure was very low. (Allow an extra 5 minutes for your shower due to low pressure.) There was a loose grab bar in one elevator car; it shook and rattled. There was a burned-out down-arrow indicator outside of the elevator on the third floor. Obviously worn carpet. There were too many maintenance issues to mention here; other reviewers have already commented on these shortfalls. - If you still decide to stay at this property, get an odd-numbered (east-facing) room, as the west side directly faces the very noisy I-17. However, even though we were not facing the freeway, our room was still loud due to the very old air conditioner which makes a great deal of noise as it cuts on and off. In order to sleep, we left the AC off for the night, just using the fan in continuous "on" mode on the low fan speed setting. Not an option in the Phoenix summer, though. - Day 2: Black bananas served at breakfast, along with bone-dry scrambled eggs which were not even warm. Some breakfast items had run out but were not replenished prior to the breakfast finish time. Our room was not cleaned; no housekeeping service was done after the first night. - Day 3: Very un-ripe, dark green bananas served at breakfast. As a courtesy, I told one of the staff that I had taken the last fork. Her reply: "It's ok, we're closing in 5 minutes anyway." (Not: 'thanks for letting me know', but more like 'here's why I don't need to be bothered'). Told housekeeper and supervisor about our missed service on prior day. That night, bed was made and fresh bath towels were left, but no shampoo, no hand towels, no washcloths were provided, empty toilet paper spool remained empty, used washcloth was still in the shower, etc. - room only partially cleaned. You'd think they would have gone for extra tidy after learning about the miss from the prior day, but they either do not have checklists or else they simply don't care. - Checkout on final day: Waited at front desk to check out. One person went to look for something I had left with another desk staff (after having told me that they wouldn't have been allowed to store such an item in their fridge). After 8-10 minutes, another front desk employee saw me waiting but _would not make eye contact_, because then she might have had to actually be helpful. She could have said "have you been helped?", but instead deliberately avoided an obviously-waiting customer. The day staff at this hotel need a fresh start at another job that is not in any way connected to the hospitality industry. I told the front staff that we had experienced some significant problems at this hotel. Her answer: Here's our General Manager's business card, you should tell him about it. (Not: 'how could we have done better?' - because she really couldn't have cared less.) - So upon receiving the Medallia email with the Hyatt web survey, I did fill out the survey. (All World of Hyatt elite members receive a survey after every stay.) I noted the many problems. I also sent an email to the hotel GM. As a result of filling out the web survey, I received a response from the hotel's "Lead Gallery Host". I replied back to say that I had sent a mail to the GM, but she replied back to say that he is out of the office, that he could not respond until the following week. In other words, no sense of urgency. If it were my property and there was such an obvious downward ratings trend, I'd be checking my mail and would be motivated to make improvements. If he eventually does gets back to me, I will suggest that he take a trip to Hyatt Place LAX, or Hyatt Place Eugene OR, or other Hyatt Place locations where the experience and recent ratings are 4s and 5s. It is not an expectation that any Hyatt Place should be like a Grand Hyatt or Park Hyatt, but this property is grossly underperforming relative to other Hyatt Place locations, and relative to lesser brands. Buyer beware!
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Mar 11, 2020There for one night
It was a wonderful experience the staff was great. The breakfast had something for anyone. The room was clean and the bed was so comfortable that you did not want to get out of it. Would recommend this to anyone.
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Mar 11, 2020
recent stay in March
hotel is dated, there were stains on carpet, hot water and water pressure were not that great, AC in room did not cool room properly, the price I paid for this hotel was very high given the condition. I did like the large room - separate space for work and sleep. Breakfast was hit or miss and often ran out of the food. The area does have a lot of homeless and people struggling with addition so be advised.
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Mar 07, 2020
Go anywhere else
Unclean uncomfortable beds Lock out room keys and made a difficult scene to get back into room. No thanks Horrible location stay somewhere else if you can. Overpriced. Unfriendly staff Won’t be back overpriced for what you get.