Hyatt Place Nashville/Franklin/Cool Springs

The carpet was worn throughout the room. The air conditioner in the room looked like it would belong in a motel, rather than a Hyatt hotel. There was a pair of kid's underwear on the top shelf of the closet shoved back in the corner, presumably used/messy...I wasn't about to find out why they were thrown at the very top corner. The closet shelf & wall was stained very dark brown possibly from spilled liquids. The bathroom fan sounds like a diesel truck idling the entire time you have the light/fan switch turned on. The bathroom shower tiles need a DEEP cleaning. We requested a crib for the room during the initial booking. When we arrived to the room, there was no crib. I walked downstairs to inquire about one & the front desk employee retrieved a pack'n'play that had a thick layer of dust across the entire top of it like it hadn't been used in years. Took the pack'n'play to the room to set it up, only to find out they didn't provide fitted sheets for the bottom.||I will never stay at this hotel again. It was a last minute booking & the Hyatt House ended up being booked up the night before. I should have booked the Hyatt House Cool Springs or Hyatt Place Brentwood the day before over this.||Truly, I'm shocked Hyatt even keeps their name tied to this hotel. Hyatt is normally top quality & this hotel is a 1-star of a Category 1 at best.

This property is nicely located for shopping and dining. Quiet location. Ice machines are at one end of the hallway so it's easy to have a room away from them and the elevators. Staff friendly. Property lobby needed a facelift with worn carpets, torn wallpaper, wall scuffing, glass in need of a good clean, etc. Our room, however, was clean and quiet. Bed was very comfortable. Breakfast had nice variety of eggs with burrito fixings, potatoes, bacon, french toast, yogurt, fresh fruit, frozen fruit mix, hot and cold cereal, toast, bagels, coffee and juices. Because of the better looking hallways and room conditions, plus the above average breakfast, I give them a 4 rating.

The room itself was ok although carpets seem to be getting worn. Beds comfortable and room quiet but elevators floors were filthy and the breakfast was ok but not what it was a couple of years ago. I don't want to go on with the negatives but there was no attention to detail. The young gentleman behind the front desk was good and accommodating but I think they may be short-staffed at this point.

The room was nice. Sofa killed my back sitting on it, beds were good, don't wash cloths there you need to use an app that won't let you put money to wash cloths. Everything there you have to use credit card, not cash. The guy at the front counter was nice at first, then he started being a perk. All in all it was okay for one night.

I’ve booked my two rooms and specifically reserved two bed rooms with two queen beds August 27th for my trip to Nashville September 13 so almost 3 weeks with Expedia! Got a confirmation email and another email three days before my trip that everything is set and the two rooms with the two queen beds were supposedly booked. Each room was enough for 6 sleeps so it was going to be enough for my sister and I and kids for one room and my Friend and her kids in the other, that’s how we specifically wanted it to be. Well, the day we walked in to get our 3 weeks prior booked rooms, I was surprised by the front desk receptionist that he was sold out on double queen beds!!!!! Of course we came to check in after a 3 hour drive with exhausted kids so I said wait what do you mean??!!! The receptionist Micheal was extremely rude and did not handle our frustration in a professional way, he actually raised his voice at us in-front of the kids and was ready to fight!!!!!! He was asking me to book somewhere else and that he can refund me the money!!! I told him that how am I going to book a new reservation somewhere else when it’s already past 3:00 pm and I have kids and two babies!!! We had to accept taking a third room and splitting us apart which was not the intent in the first place. The manager spoke to me the next day and after I told him what happened he said you could’ve booked somewhere else. My rooms were given to somebody else god knows what was the reason and the intention. I will never be back to any Hyatt hotel ever again!

We stayed here 3 nights and overall it was a positive experience. Check-in was friendly and fast. They were very polite. Our room was in the 6th floor and had a mini refrigerator, microwave and coffee pot. The room was spacious and very clean. The bed was very comfortable. Extra coffee pods given on request. Breakfast was included. Hotel is in a nice neighborhood. Would stay here again. A very pleasant stay.

Really nice hotel in a nice area! We were driving through and needed a place to rest for the night and this was exactly what we needed. Clean rooms, comfortable beds and a nice breakfast. They're going through management changes so things seemed to be going through growing pains but they didn't let it affect the customer too much. The biggest thing for us was cleanliness and safety and this was one of the best hotels for that! We may just drive down to sightsee in the area and stay here again. Really loved this hotel. Please don't change your hospitality!

We were looking for a place to stay on our way to Florida. The check in process went well and we were in our room quickly. The room had a slight musty smell but was clean. Breakfast wasn’t bad, not much in the lobby for purchase. We got a bit hungry that night after getting off the road. Overall a decent place to stop and fair priced.

Good category 1 Hyatt redemption in the Nashville area. Pretty standard Hyatt Place. Fairly clean. Breakfast offering could be better.

We enjoyed our stay here and found the staff very pleasant and helpful. The hotel is close to many nice shops and restaurants, as well as being only a short 5-mile drive to historic places to visit in the old town part of Franklin. Our room was clean and nicely spaced. The breakfast was usual Hyatt breakfast and was adequate. However the coffee stops when breakfast stops. No refills after the stated hours. Parking was easy. They provide ice at the front desk . Shuttle available We would stay here again.

I've stayed here multiple times when visiting Nashville & Franklin. It's conveniently located and very clean. Staff is excellent as well.

We booked a room here based off ratings on the Hyatt website and either those ratings are paid or we were put in one of the worst rooms at this location. Check in was fine and the girl working the desk was nice. Things went south when we got to our room. The AC unit it our room was covered in smashed candy bar + ants. We went back down stairs to let the front desk know and a general manager said he would personally go clean the mess and run the sweeper because they had no other rooms available. The only other option was for us to get a refund and try to find another hotel in the area after we'd been in the car for 8 hours. We agreed to go grab dinner and come back. An hour and a half later we walk into our room and while it looks like he tried to clean the mess up there we're still ants crawling on the unit plus cookie mess on the floor. I brought disinfect wipes in and scrubbed the unit down plus cleaned all the smeared cookie off the window vs spending who knows how many additional hours in the car trying to find another room. It appears that the hotel is also full of kids who's parents have zero control of them so they are running the halls yelling and screaming. Let's hope this doesn't last all night because my husband isn't as nice as I am.

Accommodations are on par with the usual Hyatt Place. The service was above and beyond! We arrived with a sick kid. Within two hours of checking in she threw up all over the place. My husband talked with the front desk ASAP and they moved us down the hall. Well, overnight I was sick. There was no way we could continue on to our final destination as a family. Hubby and one kiddo left us behind with an extension on our room. The service truly made us feel like this wasn't an inconvenience to them. Everyone was helpful! Thankful!

This is NOT a Hyatt.  Hyatt has a minimum standard for service and cleanliness. After a 3 day nightmare we left covered in bedbug bites. Here is a photo of roughly 7 of the 20+ bed bug bites.  The extremely cold and loud AC would not shut off the entire time we were there. The thermostat did not work. There was no ice machine on our floor, we were told to go to the 5th floor for ice. But the elevator was unable to go to the 5th floor. (it could go to any other floor.)   There are no microwaves in any room in the entire hotel. We realized this when we tried to make oatmeal in the morning.  We called the front desk to ask if they had a microwave  we could use. Yes. In the lobby. They have a single microwave for the entire hotel. It was absolutely filthy and looked like it had never been cleaned.  The next morning I went down with my oatmeal, carried it thru the hallway and the elevator like an idiot and  arrived at the dirty microwave. Its gone. The owner who is always there and seems to be the only employee says "oh, we take the microwave out at breakfast. We don't have room for it on the counter." Are you Fing kidding me. Am I in a horror movie right now.  He offers the oatmeal they are serving at breakfast. I wouldn't eat anything served in this place for any amount of money.  I want to eat my basic organic oats the same way I make them every day.  So were not able to eat in the morning without leaving the hotel.  The room did not have enough towels or pillows. We asked for more. They had not a single extra towel or pillow. Unheard of in a hotel.  The sheets in our bed were stained. Perhaps it was blood drawn by the bedbugs from the prior guests.  The tile in the shower was old and crusty. Had to put a towel down to get in the shower. The furniture in the room was all scratched up like it had been dropped on concrete. The night stands were sticky, but not after we cleaned them with Clorox wipes, which meant they hadn't been cleaned. The flat screen TV was extremely thick and gave off intense heat. Appeared to be one of the first models ever produced. It had no apps, no YouTube, no hulu, Netflix or any way to connect to them. Not even a channel guide, just channel up and channel down. It had RCA connections, red white and yellow in the back to connect your ham radio. It had a port for an analog monitor.  The fridge took 12 hours to cool and then froze everything rock solid. When we walked down the hall a service door was open showing a very disorganized room with all kinds of mop buckets, equipment, wiring, etc. and no one around.  Never seen anything like it in a brand name hotel.  Hyatt, are you aware these people are using  your name brand?

I typically seek out Hyatt hotels assuming that we'll have a great experience. I realize now that the Hyatt Place locations we've stayed at in the past have all been newer compared to this location. We checked in on a Friday night for a two night stay. We were placed on the sixth floor by the elevator. I chose to stay at a Hyatt Place for this trip because I appreciate the set up of the rooms if we have our toddler with us. There is a slight separating wall, typically, between the king bed and the sitting area. This allows for us to put our son in his travel crib on the other side of the divider and then we can still hang out and watch tv on the other side of the divider after his bed time. This room had the divider, but the TV was over by our son, caddy corner from the bed on a mount that didn't move outward or tilt and the bathroom was in front of the bed. The layout is not what we'd envisioned and I believe it was this way because we had the room by the elevator. When we entered the room, the lights and the TV were both on. We were afraid for a minute that we'd been assigned the same room as someone else and that someone was inside. Typically, the lights and TV are off upon entry. The bathroom was very small. The bathroom sink struggled to spurt water out when we turned it on for the first time. The shower's water pressure was so light that it was not enjoyable. The toilet was older and didn't have the same flushing power as most hotel toilets have these days. Our toilet was clogged. Currently (October), the pool is shut down. The breakfast area is shut down. All of the seating is shut down. You choose a hot or cold breakfast option the night before and then pick it up at your desired time. For someone with dietary restrictions, this doesn't work well. I am gluten free, so I typically eat eggs, breakfast meats, fruit, etc at a hotel breakfast, but every single option offered had wheat/bread. The lobby is not what other Hyatt Places are like, either. Overall, we paid the money to stay at a Hyatt, but didn't feel like that was money well spent. We have had drastically better experiences at other Hyatt Place locations. **Was also extra frustrating that they don't have microwaves in their room. They had a mini fridge for our restaurant leftovers, but then we couldn't reheat them.

Tired after a day's drive. Picked this hotel due to brand: I like Hyatt Place hotels and this area is surrounded by restaurants, shops and a mall. Perfect. Check in was easy, the lady at the front desk was very friendly and informative. The bar area, which I did not see, was close to the lobby because they were very loud and despite my desire for a drink due to the way ot was sounding I decided not to even go in. Later heard as we were back in the lobby, i overheard the lady at the front desk responding to a call of a disturbance/ report of a possible fight on the 4th floor. Really? Hmmm. Okay.... Well, I did not see any police or anyone fighting but the bar did seem very rowdy. Also seemed like more activity than the norm outside the hotel for 11p at night on a Thursday but what do I know. Hotel cleanliness I give a B/B-. I hate random hair and it was on the pillows and showers Ewww. Otherwise it was neat and tidy. Slept well though pillows are way too soft. The internet was a joke. Slow as molasses if you could even connect. In 2018 this is sad. Faster and better internet at McDonald's. Lost a star

Stayed here twice recently for work trips. Front desk staff are so friendly! Standard Hyatt Place breakfast - coworkers raves about the zucchini bread. Gym is a bit small with just cardio machines (no weights). We reserved a conference room for each trip (there are 2 total). Rooms are clean and spacious. There's a couch, desk and mini fridge/sink area. Small divider from the bed and bathroom area. Location is close to the mall, and a bunch of strip malls with plenty of food options. My only gripe is that the hotel is not off the street, not sure if there's a service issue but twice when Uber came to pick me up they couldn't get the app to work to show that they picked me up so we could start the trip.

I have to defend my friends at this Hyatt location, I love it. Been staying here for over 10 years, its a typical HP property with an open suite layout, desk and seating area, and a nice 50" flatscreen with an A/V console for all your connections so you can hook up your streaming devices, or even an Xbox or DVD player if you're so anal you travel with one. I see complaints about breakfast... blargh. Last I heard Wolfgang Puck was still living in LA and not Franklin,Tn so if you're not happy with the free breakfast spread then drag your ass to one of the two dozen restaurants in the area that actually specialize in giving you what you want... yes that was a shameless plug for Waffle House and there are 2 of them close by. If you're a Yankee, go to the one in Brentwood. Never had an issue with housekeeping, the rooms are comfortable and spotless, the employees are all very helpful and customer service here is a top priority. The adjacent Cool Springs mall is within walking distance along with a dozen or more restaurants in the complex and even more just a few blocks away on Carother's Pkwy. Bottom line is, this is a recently renovated upscale 4.5* property that is the definition of comfort and convenience. Easy access to I-65 and 15-20 minutes to downtown. This is a regular route for Uber and Lyft so you'll never have any trouble getting a ride. I used to pay $75/night here before reluctant husbands and an army of bridesmaids discovered Nashville, the rates are a touch north of that now but if you're coming to the city you'll be doing your bank account a favor by setting up shop here. Walk to Stoney River for dinner and remember me in your Will. 5 Banjos

We booked 2 rooms a while back and they gave our 2nd room away. It just happens now they don't have any more rooms available. What away to end a 10 hour drive.

Incredible staff that welcomes you from the moment you walk in. Great complimentary breakfast. The rooms were very clean and spacious. They are not cleaning rooms if you're staying multiple days however the offered to provide fresh linens if we needed. Highly recommend!

Check in guy was nice. Almost too nice but I will take it. Room was comfy and accommodating. Breakfast was the worst I have had at a Hyatt. Runny eggs and burned biscuits. No forks only spoons. Bananas were old and black. Bacon was burned. Not impressed.

This was a nice property. Clean and in good shape. The rooms were comfortable...the sofa sleeper was NOT comfortable- maybe for a 30 pound child but not for an adult. No microyin the rooms. The free breakfast was very basic. Plastic plates and utensils. I've had much nicer breakfast and lower priced hotels. Location was near lots of shopping and restaurants.

These folks are the worst. Booked a room over a month ago and was contacted on the check in day saying my reservation had been moved to a different hotel. They first lied to my wife saying there were maintenance issues with the room. I called and they said I was moved because I booked third party and they overbooked and were giving priority to people that booked with hotel directly. We are traveling with our daughters team and staying as a team at this location. I get moved to another hotel on the same day I'm supposed to check in. We do a fair amount of travel and will never give Hyatt any more of our money. Also, the host that fielded my call told me I was lucky we got a room at all and she could have just kicked us out without transferring us. Wow, great customer service there.

ZERO STARS IF I COULD!!! Despite the online booking service stating that you must be 18 to check in, and despite the person literally standing two feet in front of us saying to our faces that at the very least the booking age is 18, my friend and I (20 and 19 years old) were turned away from checking in, and were told even if we got a 21 year old we knew to help us check in, we would not be able to use a reservation we booked ourselves because we are under 21. Tennessee the volunteer state? Seems like all they wanted to do was volunteer to kick two eager guests to the curb!

The hotel is in a great location. Hotel is very close to the mall and numerous restaurants. Front desk staff were all nice, friendly, and professional. I love the room setup, which is typical with the Hyatt. My displeasure is with housekeeping. I don't know if they vacuum the floor or not, but they really should. I don't want to see food or bottle caps on the floor. They should also use a mop with hot water/Pine-sol and mop the bathroom floor. I do not want smell a pissy smelling bathroom.

Love it here. Beautifully updated rooms. Great shower. Friendly staff. Wish I was staying longer.

For a last minute birthday trip, my mother, sister and I picked Hyatt Place. In my mother's words, both the afternoon and evening staff had the most wonderful disposition and customer service skills. With that, the room was immaculate, comfortable, and pleasantly decorated. Third trip this year- this hotel was at the top of our list, above Wyndham. We plan to return. Thank you Hyatt!

Was not able to sleep at all for the nights that I stayed because a dog on our floor barked and barked for hours. It's like every time his owner left to go out for the night the dog just aggressively barked. How anyone on the floor slept through this i dont know. I feel like dogs should be tested before they are allowed to be left in a hotel room all night. Tried to tell someone about it and they brushed it off.... Will never be staying here again.. hopefully this never happens again.

The hotel is very, very clean! The service is exceptional! My family and I were relocating to TN and we were waiting on our home to be finished. We ended up staying longer at the Hyatt than we anticipated. Our funds ran low and we had to leave. The hotel staff was nice enough to store 3 big boxes of our items for 2.5 weeks! They didn't have to do that but they did! I recommend this place to anyone. All of the staff, even the maintenance men, makes you feel at home. They have a great breakfast!! Thank you to all the staff, owner, and managers!

This is the second night we stayed in a Hyatt Place hotel. This location was the exact same set up as the previous night. Check in was fast and pleasant. It's really no frills but the rooms are clean and modern. Free Wi-Fi! I'd stay here again.

I usually like staying at the Hyatt properties. Unfortunately, this one kinda let us down. The selection at breakfast is just okay. The fridge in our room broke so our food were all spoiled when we got back from work.

Not impressed at all but then again maybe traveling has made me a bit of a Diva. I like complete comfort especially when away from home. No restaurant on site but they have a cafe and the cafe is currently out of food because they are waiting for the truck. Then I get my keys and had to go back downstairs because neither work (I got in pretty late so this was more annoying than usual) and my floor stinks so bad. Luckily the room is big and ok so far. I wish they used plastic cups, I don't trust how they clean their mugs. I've watched that video. Lol ok I'm done being a DiVA

We stayed at the Hyatt Place in Franklin, TN twice last week (two separate stays in two different rooms) while traveling to see family for the holidays. We generally stay at other hotels but we're trying to build up Hyatt points in their loyalty program for use in San Diego in the future. The location of the hotel near the Interstate is convenient. There are quite a few nice restaurants nearby and a mall. On both nights, the host/hostess were very welcoming and polite. The check in process was smooth and quick. The lobby area was clean and tidy. For the first nights stay, the room was okay. It could have used more attention to detail when being cleaned. The bed was more of an issue as it seemed to squeak with every turn (and I turned a lot). For the second nights stay, the room had an unpleasant odor. I don't know if this was because of the odors being generated from the chemicals that they were using to do something in a room that was just two doors down from where we were. It did seem odd that they were doing something to a room at night when guests are primarily in their rooms. The bed in this room was much better as there were no squeaks! The rooms was similar to the first one in regards to needing to be a little bit cleaner. The check out process was good as we did it through the TV that seemed to work flawlessly. Overall, it was an okay stay.

Pleasant staff, clean rooms, fresh baked cookies and a great breakfast! They even took care of my minor A/C issue in a matter of hours (just a slight annoying vibration)

Stay away until after renovations are complete...anticipated completion is February so that means the Spring 2017. Hotel staff is friendly enough however the hotel is upside down in noise in the early morning and during the day! Then there are the drilling, movers and black partitions in the lobby. :(. Would not have booked this hotel the week before Thanksgiving if we had known. Nothing is mentioned on their website - of course! Jeana and Stephanie were great but the renno is out of their control. We took cold showers the first night and they fixed it promptly and comped the room the first night but it doesn't make up for all the negatives we are experiencing.

I thoroughly enjoyed my stay here. It's a very nice hotel with a nice atmosphere, large comfortable rooms, reasonable rates and a friendly staff. Close to many restaurants and shops in the booming town of Franklin. And only a few minutes from downtown Nashville. Would definitely stay here again.

This hotel would have gotten 5 stars,but they are honestly in need of an update. At first glimpse our tub looked dirty, but it was just cracked badly. However, the service & hospitality, from the front desk to maintenance was fabulous. They are friendly and accommodating. I'd like to give a special shout out to Herbert for his help. He went above and beyond! I had foot surgery and he helped me get out of my car and into my room. Then the front desk brought me flowers!!!! Beds are very comfy. I would definitely stay here again. I say 4.5 stars! Thank you all so much for your help!

Great check-in. Super nice and welcoming. Went to room and it looks sharp, smalls fine, feels good to be out of the car. Hyatt, doing great things for your traveling!

Rooms are nice size but the A/C gave us fits all weekend. Bathroom is small and I'm pretty sure there was black mold in there. They are in the process of remodeling so maybe it'll be better soon. The breakfast was nothing special. Television channels weren't that great.

This was a terrible experience at this Hyatt location. I left an expensive Burberry scarf there, called about 30-60 min after leaving when I realized I didn't have it. They said they'd look for it with housekeeping but 24+ hours later, they somehow came up empty handed. It's quite unbelievable because when I left my credit card at the Hyatt UC Davis in California, they called back immediately after recovering it and made the process of getting it back to me so easy. So overall, it seems like this place has dishonest staff which is unfortunate since my boyfriend is a member with Hyatt. To top it off, the coffee cups and glass cups were filthy, you could tell their maids were half-ass cleaning the rooms. AND they somehow double charged my boyfriends credit card for our stay!! Do not stay here if youre looking for honesty and cleanliness, because you won't get either at this Hyatt location.

The cleaning crew left my room open and several items were stolen! Hotel has done nothing and insurance nor hotel will return my call! Due to there staff negligence my things were stolen! For a month I have left messages and sent emails and Hotel manager has yet to return my call!

This is really 3 stars but for value I am giving it 4. Minuses: One of the worst hotel breakfast buffets ever. The serving ware was beautiful but the food was barely edible. The egg mc muffin thingies were like hockey pucks--tough to chew. I took mine apart and just ate the eggy disk. There were stains on the floor near the bathtub but they were not removable. Pluses: The place was clean, beds were comfortable, staff nice enough. It needs some refurb but if you just want a place to lay your head and get cleaned up, the price is a good deal for Franklin.

Front desk with bad attitude. They were going to charge me for a camomile tea which is complementary in their other location which is in Georgia! For breakfast no cream cheese no butter ! So why did we have bread !! Eat it with what !? Overall not happy with the customer service ! But rooms are big and clean .

This hotel was moderately clean. Some stains in bathtub, a bit of a smell in room. My mother contacted a nasty case of bed bugs, which is concerning. I would not return due to this issue. Everything else was good. BED BUGS!!!!

This is my second time staying here. The staff is friendly, the rooms are clean, the beds are comfy and the location is ideal. My only complaint is the stiff neck I have from the pillows being so soft. But that isn't their fault. I'll be back, for sure!

I've stayed at this property several times over the last year and a half and have to admit that it is really starting to look pretty ragged around the edges. The public area in and around the reception desk has really deteriorated. When having breakfast this morning I couldn't help but notice how badly soiled all of the upholstery was on the chairs. It was not very inviting and actually turned me off from having breakfast in the dining area. The rest of the hotel is nice enough... the rooms are still spacious and well kept but I think I will be looking for other accommodations the next time I'm in Franklin, Tennessee

I would give zero stars if possible... So where do I begin with this awful experience? Well I made reservations for two double beds for four people and was told at 3:30 checking in that all they had was a king and "take it or leave it." I asked to speak to the manager and the rude young man said that they're weren't any on duty till after 6pm!!!! The other desk associates were laughing and thought the exchange was funny. I told them that I am a diamond status member and stay at their hotel chain as much as I spend at home and that I wouldn't be treated with such disrespect. The guy then offered to cancel my reservation if I didn't want the room?!?! He was a clueless moron. I asked him to complete the checkin and I would deal with his incompetence later. The room was small and dirty. Hair on towels and rusted out hole in the middle of the tub, kept us from bathing after our 4 hour drive. No way I was bathing my kids in this filth. I then went to the front desk to ask for pillows and a blanket for my kids to make up the pull out couch for them to sleep on. It had paper thin mattress and crooked legs that made the bed lean to one side. As I was printing out concert tickets in the business center, one of the desk associates walked in with three pillows and an unfolded blanket. She said I could pick them up at the desk. I asked her to put them in the room, but she said they don't do that?!!! So I asked her to put them in the empty chair next to me and I would take it to the room. I asked her where the other pillow was and she said she didn't have any more?!!! So back in the room, the pillows (4) on the king were 12 x12 (toss pillow size) so I gave those small pillows to the kids. I found an extra pillow in the closet so we slept with those. So after making beds in our hotel room, we turn on the tv. No Disney or nickelodeon!!!! Movies are $16.50!!! We went to the concert and came back. At 2am a drunk person banged on the door and woke everyone up. Breakfast was a joke. Lukewarm, greasy egg biscuits, canned fruit, cereal, dry donuts, bran muffins and a vat of oatmeal. So glad to leave this place and we will never go back!!!!!

I think 2 stars is generous for this hotel. While the front desk staff is overall friendly, they seemed I guess just unprofessional. Everything I asked seemed to cause confusion and I often did not get a correct answer. Just doesn't feel customer focused. I never saw a manager through out our stay. Someone needed to get that under control. We had to stay here for a week and I was disappointed. Room we stayed in definitely needs renovation. But beyond that it felt dirty. The couch had stains on it that could have been cleaned. Paint is chipping, dirty bathroom. When housekeeping actually decided to clean the room they never did a very good job. Two stars for the lobby which looked new and fresh. Same attention really needs to be focused on the rooms. I usually stay at Marriott but they were booked this week. I would not stay here again.

Was disappointed with this Hyatt, especially in this upscale area. Hotel is run down. The rooms have a nice design but after looking at several rooms in the hotel, was disappointed that I had paid more for rooms with rusty hinges, rust on bathroom bars, peeling paint, some dust. Staff was friendly.

The hotel is really nice, great big rooms, very clean, nice beds, good free breakfast with delicious breakfast sandwiches and French toast. Also has a full bar in lobby and 24/7 food available from their "galley menu" but I never did order anything from them. Room had a refrigerator. Didn't give em five star because first room had some sort of leak coming in from the window and flooded one side of the room by the morning oops! Don't know if it had something to do with the ice storm outside. They quickly changed my room the next day with no issue and my new room was great and cozy.

I had booked a room with 2 queen beds for 4 adults. We called ahead and said we would be arriving later than we'd hoped (we are traveling from Florida back home to Chicago) and the person at the desk said "no problem. You are still booked for a 2 queen room." Then when we get here about 5 hours later, we learned that they had given away our room with 2 queen beds and gave us a room with just a king sized bed. Needless to say that after traveling for 12+ hours, we were VERY UPSET. The man at the desk did not even seem apologetic at all and didn't try to offer us another room to split up. So here we are, 4 grown ups trying to get a good night's rest before another long day of traveling. Very disappointing. The worst part is that the man on the phone confirmed that we would get 2 beds and then they still gave away our room. The only reason I am giving 2 stars is because the building itself is beautiful and the room is very nice.

We stayed a week. Hotel is very clean and staff friendly. Love the way the room is setup. Met our needs perfectly since we sleep on different schedules. Nice living room space and open plan makes it feel more like home instead of a hotel.