Kelin F.
Google
Stayed here 12/7–12/15/25 while recovering from a surgery due to the hotel’s proximity to Sutter Medical Center and ADA availability. Unfortunately, the room was not properly cleaned (dirty pull-out sofa, hair, food debris, trash with toenail clippings), see attached photos, and these issues persisted despite multiple housekeeping requests. Front desk staff was very kind, both Tanisha and Anna Maria, were very friendly. However, there's a huge communication gap between the front, and housekeeping, which was deeply concerning, especially after raising several sanitation concerns.
Additionally, both TVs malfunctioned the entire stay, the streaming never worked, and IT could not fix it. Housekeeping was unreliable and required us to vacate the room every day for hours at a time—once immediately post-op—I was required to be out of my room for four and a half hours! From 1-5:28pm, only to return to a room that was still not cleaned. Anna Maria the front desk staff, went above and beyond, and grabbed a mop herself, to come clean the floors in our room. We were so IMPRESSED that she took initiative to tend to our needs, despite it not being her "job," and she deserves a raise, and to be put into a managerial role. That's the kind of "example" you hope is representing your brand.
Additionally, there were also noise issues (continuous dog barking) from dogs in the hotel directly across from us, just added to the "stress." The thermostat was also not working properly, so we were either freezing cold, or waking up sweating to death in the middle of the night. It was a nightmare. Which is bipolar to the experience I had previously. I've only stayed at this property once before, and it was a good experience, which makes this especially disappointing. OVERALL, this recent stay fell FAR below Hyatt’s standards for cleanliness, care, and guest safety, particularly for a medically vulnerable guest.
P.S.A. WARNING: This hotel is unsanitary, inadequate, and if you care for your loved one's health DO NOT STAY HERE. I work in the medical field, so for me to say this, should tell you A LOT. ;)