TripAdvisor traveler ratingbased on 317 reviews
Wish you were here?
General policies & fine print
Check-in Policy: Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy: Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
General Information: Room taxes are included in vacation price.
Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating317 reviews
Front desk hung up on me 3 times
I called the front desk three times at 9:45pm tonight (Sunday). A woman answered. She hung up on me three times, each and every time. I can’t believe how unprofessional she was, i actually am laughing because it’s so comically foolish in this day and age to have incredibly poor customer service. I was calling to try to move my reservation for my friends wedding which was rescheduled because of covid. I’ve never stayed at a Hyatt and now i remember why — their front desk wouldn’t even connect me to reservations, unbelievable and laughable!
Surprises, not good
Upon arrival to room a leaking toilet bowl with a smelly bathroom. I'm okay with such problems as they happen. I am not okay with a mostly empty hotel not wanting to put me into another room and call maintenance. Then maintenance still not there after an hour and having to request another room again. Room granted. Also, be aware that there is an at least $28 "destination fee" due to, I guess the "wine country." In the Hyatt app you'd have to click a link to find it. And they want a deposit of at least $50 even though you put it on Amex. So a $152 room results in a $252 charge. No big deal as the $50 is refunded - after 3-4 days! I guess Hyatt needs the float. Not classy.
Poor reaction from hotel management
We were evacuated from the hotel due to the fires. Not the fault of the hotel ofcourse but we were told to go to a shelter without any further support. We could not stay the final night through no fault of our own but the refund took many months to come through only after much effort from our travel agent. We had then booked to come back to the hotel about 5 days later (we were really relying on it) but the booking was never honoured. Then when we complained to Hyatt the complaint was not dealt with properly, no interest in finding out what went wrong, not sorry, not at all service minded. Santa Rosa is wonderful but poor show Hyatt.
Staff at front desk and valet were very friendly. They waived the $12 self parking fee when I mentioned that was not stated on Hyatt website. Room was very comfortable. Plumbing issue we found right away was handled by maintenance by a friendly worker.
A great, friendly place
For a large chain hotel, this place outshines consistently. The front desk staff is amazing -- always smiling, friendly and helpful. The rooms are clean and well laid out. We were there for over three months, and the only oddity was the housekeeping -- always did a good job on the room, but the numbers of towels, wash cloths and toiletries varied from day to day (always had enough of everything). We also had many dinners in the restaurant -- Railroad Stop Bar & Kitchen -- and it was always a pleasant surprise for a hotel dining room. The steamed clams, burgers, salads and sandwiches are all very good. The servers -- especially Julia, Claire and Sean -- are great super nice, as is their manager, Guy. We are locals who had smoke damage and had to stay somewhere during cleaning -- now we know how to answer the regular question "What's a nice hotel in the area?" (most homeowners really have no idea).