"I was extremely disappointed with this stay, especially for a Hyatt property and the price paid.
I arrived at 5 PM, even though check-in was at 3 PM, and my room was still not ready. Once I got into the room, there was a terrible odor throughout the unit. I contacted the front desk and was told I could move rooms. Before moving all of my belongings and my children, I specifically asked if the new room was the same one-bedroom layout I had paid for and told yes.
After moving everything pregnant, I discovered it was not the same layout and did not have the separate bedroom. I was told they would refund the price difference “as a courtesy,” which was simply correcting the downgrade.
I then had to move all of my belongings back to the original room so they could try removing the smell with a machine for several hours. The odor never went away. When we returned, the room still smelled bad and appeared poorly cleaned. There were sandwiches left in the refrigerator, drawers left open, the bed looked rushed, and there was a large stain on the mattress.
I was told there were no other rooms available, no nearby property transfer options, and no manager available until the next day . This was supposed to be my birthday trip, and the experience completely ruined it.
The staff member I spoke with was kind and I appreciate the refund, but this experience was far below Hyatt standards. As a Hyatt Vacation Club owner who stays at Hyatt properties often, this was extremely disappointing."
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