Carla A
Google
When my son and I arrived, everything started off well, the staff kindly accommodated my early check-in, which I truly appreciated. Unfortunately, after that, the stay became more and more disappointing.
The first night, we were given a twin-size blanket for a queen bed. My son was cold all night because it didn’t cover the bed properly. When I asked about it the next day, I was simply told, “that’s all we have.”
One of our keys also didn’t work. We were in the hallway with breakfast and bags in hand. I asked housekeeping if they could use their master key to let us in, since we already had other functional keys inside the room. However, they were told by the front desk that I had to come downstairs in person. This meant leaving our food and belongings in the hallway just to get a replacement key.
I also noticed a lack of attentiveness with small but important details. For example, when I asked for body lotion and later for the bottled water that comes with my Hyatt status, I was told I needed to go downstairs to pick them up. That may not sound major, but it felt surprising given Hyatt’s usual standard of service.
The day before checkout, I was asked what time housekeeping should service our room. I explained we’d be leaving at 1:30 p.m. so it could be serviced. We returned at 5 p.m. and the room had never been serviced. To me, that was unacceptable, especially after clearly communicating our schedule.
On top of that, our bathroom sink was completely clogged. I called the front desk three times to request assistance, and no one ever answered the phone. I eventually just gave up.
Finally, when I requested a late checkout beyond 2 p.m. on a Sunday (knowing Mondays are typically slower and that other Hyatt locations I’ve stayed at have been flexible), I was told “management doesn’t allow it,” even if no one has booked the room. I explained that we were trying to avoid heavy California traffic, but there was no effort to accommodate.
Breakfast was decent, with a variety of options like eggs, bacon, sausage, coffee, juice, milk, cereal, fruit, yogurt, granola, potatoes, and bread.
Overall, I’ve stayed at many Hyatt hotels and always had excellent experiences, which is why this stay was such a letdown. Customer service is very important to me, and unfortunately this property did not meet the standard I’ve come to expect from Hyatt. I won’t be returning to this location.
