Reviewed 13 September, 2021
All employees were very courteous. Rooms were very clean, very functional and comfortable. The room price was also very reasonable by comparison. I cannot confirm but it appears that the Hyatt team donated generously to our ministry fund in lieu of flowers as the purpose of our stay was for a Life Celebration.
Clean Room and Great Location
Reviewed 27 July, 2021
This hotel was very clean and our room was spacious. The area is great as well with all of the local restaurants. The only reason I did not give it a 5 was because they still were not serving the hot breakfast like other hotels are doing. Hopefully that will change in the near future. Otherwise it was a great stay.
I went Out To Dinner And They Checked Someone Else Into My Room
Reviewed 17 July, 2021
My wife and I are avid travelers. Even after the stroke that left her wheelchair bound. We have stayed over 180 nights at Hilton properties this year already.
Called this hotel before check in to make sure I could get the King Accessible since my wife is disabled. Was told to just book the King and they could change it upon my arrival. When I arrived, I was greeted by Rebecca (New Front Desk Manager) who told me they could not change it. She said it looked like there was an accessible room on the first floor but she "had no idea what type of bed was in it." I asked if she could check...that my wife and I have stayed over 180 days this past year with Hilton and she said, "I haven't been with Hilton long...I worked for Marriott before. But the hotel industry has completely changed. So you have to accept what you get.
Frustrated by the fact that I was placed in a non-accessible room on the fourth floor, I went out to get my wife, who was with our son, and get some dinner. We discussed it over dinner and decided we would just check out and find a different Hilton that was more accommodating for us and her needs.
I went back to the hotel and found the Do Not Disturb sign I had left up removed and my keys would not work. I went back to the lobby and explained this to the Front Desk agent. She said no one had been in my room...that staff and other guests would not have been in there. She asked me my name before making the keys and then said, "That is not the right name. The name of the person in that room is Laura." I showed her my key packet with the room number written on it, showed her my reservation on my phone and she still told me I was not in that room.
I then told her that all our things were left in that room...clothes, laptop, tablet, toiletries, and food...and that I wanted to know what was going on. She said it appeared that after I had been checked into the room, they inadvertently checked someone else into the same room, too. How is that possible? I've been traveling around the world for 35 years and have never heard of anything like it. So I said, "You know what...our things are in that room and I want to get them and get out of here." She then offered to make me new keys so I could do so. I told her there is no way I am going up there alone. I don't want to walk in on another guest! And then I asked her to come with me which she did.
When we got to the room, all of our things were pretty much where I left them except our computer had been opened and an attempt had been made to use it. Further, there were other suitcases that were not ours at the foot of the bed, a pair of sandals casually thrown on the desk, and someone else's toiletries...along side ours...in the bathroom. We were at a complete loss. I just kept asking how could this happen?
I asked to speak to the Manager multiple times, because the agent was speaking to her by phone, regularly during the whole thing, but was told I would have to follow up with her tomorrow. So she could talk to her staff who had made the mistake, but couldn't talk to me to explain how it could possibly happen.
Finally, another agent named Tyler explained to me that the new Front Desk Manager had not properly checked us in. She had taken an authorization on my card, she had issued room keys, she had been able to lecture me on how hotels were different now...but she wasn't able to manage a simple check-in.
Six Big Problems With This:
1. Hilton purports to be concerned with Clean Stay Issues to prevent the spread of the virus...so they have cut back housekeeping to avoid others coming into the room...which my wife and I appreciate because she is immuno-compromised...and yet this hotel placed another guest in our room! And allowed her and all of her items to comingle with ours.
2. Front Desk Manager has a "Can't Do" attitude. She is convinced that the best course involves telling people how it is rather than turning situations around for guests.
3. Same Front Desk Manager is not proficient at basic check-in procedures. We ended up with a stranger in our room because Rebecca did not properly complete our check in.
4. Even once they knew someone else was in the room, the front desk staff was going to give me new keys to that room to get my items out. If I hadn't objected and asked them to accompany me, I could have ended up walking in on another guest.
5. Whoever the heck this guest, Laura, is, why did she not report that another couple's items were in the room when she checked in? And why did she try to use my computer?
6. Hotel Manager is not hands on as far as guests go...she is willing to talk to staff about problems but unwilling to talk to us about this outrageous violation of our privacy and the sanctity of our hotel room.
Save yourself the trouble...don't stay here. The place is seriously run down...does not look at all like the pics...and does not have a well-trained staff. Furthermore, the management can't be bothered to know the simplest parts of their responsibilities. This place is awful.