“No one ever wants to walk into a hotel room and see anyone's underwear hanging from the sprinkler.”
Nothing went well except the location. I am writing to formally express my disappointment regarding my husband’s and my recent stay at your hotel. Unfortunately, we experienced several issues that significantly affected our stay. When I entered our room, I discovered what appeared to be old, used underwear hanging over the sprinkler. I immediately reported this to the front desk, but the issue was not addressed. After returning from dinner, we had to make a second complaint and wait approximately 20 minutes before maintenance arrived and removed the garment. I found it very concerning that such an inappropriate and unsanitary issue was not addressed promptly after our initial report. Later that evening, my husband and I went to the hotel bar to relax. There was no drink menu because the bar was having a "soft opening." I requested a Piña Colada, but the bartender offered to make a vodka-based drink instead. While serving the drink, a significant amount was spilled onto the floor, and I was concerned by the bartender's demeanor, which gave me the impression that she may have been under the influence of alcohol. The drink was also extremely unpleasant, and I only took one sip. Although we were not charged and were offered another drink, I was not comfortable accepting another one under the circumstances. These experiences were extremely disappointing and fell far below the level of cleanliness, professionalism, and guest service I expected from Hyatt. They have unfortunately affected my willingness to stay at another Hyatt property. I would appreciate a response from management regarding these incidents and how they will be addressed. I hope Hyatt will take this complaint seriously and use it as an opportunity to improve the guest experience
TieolaA month ago