jessjeeheel
Family · November 20252/10
I am writing to formally file a complaint regarding my recent stay at your property. I have traveled internationally for over 20 years for business and have stayed at countless hotels worldwide, and I...I am writing to formally file a complaint regarding my recent stay at your property. I have traveled internationally for over 20 years for business and have stayed at countless hotels worldwide, and I can confidently say that this Hyatt location has been one of the worst experiences I have ever had. It genuinely disrupted and diminished my entire trip.
⸻
1. Removal of Basic Amenities & Forced Destination Fee
Upon arrival, I discovered that the room had no drinking water and lacked even the most basic amenities that any reputable hotel should provide. Instead, I was forced into paying a mandatory destination fee—filled with unnecessary items I did not need—just to obtain a $15 daily market credit for water.
However, since I left early every morning and returned late at night, I couldn’t even use the market because it does not operate 24 hours. Am I supposed to buy water outside every night while paying nearly $47 per day including tax for a fee I never asked for?
⸻
2. Repeated Miscommunication & Staff Inconsistency
The next day, I reasonably requested to use the previous day’s unused daily credit. The front desk told me it was “hotel policy,” and although they agreed the situation was unreasonable, they said nothing could be done without manager approval. I left my phone number and email, requesting a callback.
No one contacted me.
When I came back late that evening, the staff had no idea what I was referring to. I asked again for the manager—again, “not available.” I asked for a callback within an hour.
Still nothing.
⸻
3. Lack of Accountability & Exhausting Follow-Up
I went back downstairs later to verify the names of the morning staff, afternoon staff, and the manager. After waiting more than 10 minutes, I finally met with the manager—only to be told that the request had already been approved earlier in the day.
If no one communicates that approval to the guest, what exactly is the system supposed to accomplish?
This entire communication chain was inefficient, unprofessional, and completely unacceptable.
⸻
4. Basic Service Failure: Difficulty Obtaining Water
I was simply asking for water—a basic, fundamental amenity. The fact that obtaining something so simple became this stressful and absurd is beyond comprehension.
The same 1-liter water sold in your lobby market is nearly $8, while the CVS right across the street sells it for half the price.
This property offers nothing worth recommending beyond its geographic location. Honestly, I would prefer to stay at a boutique hotel nearby; in Manhattan, location is rarely the issue, and service elsewhere is significantly better.
⸻
5. Final Insult: Incorrect Billing at Checkout
Adding to everything above—when I checked out and reviewed my bill, I noticed that the very charge that had caused all of these issues was still added to my final invoice.
This was absolutely shocking. After everything that happened, the hotel still managed to double down and charge me for something that should never have been an issue in the first place.
So once again, at checkout, I had to repeat the entire story and ask for the charge to be corrected. I had already chased down the manager three times over this trivial matter. I wasted time, energy, and emotion on something that should have been resolved immediately and professionally.
⸻
Conclusion
This experience was completely unacceptable for a Hyatt-branded property. From the forced fees to the absence of basic amenities, from the lack of internal communication to the incorrect billing, every step of this stay was frustrating and disappointing.
Please be advised that I intend to share my experience openly on all relevant platforms so other travelers can make informed decisions.
I expect a written response explaining how you will address these issues and prevent future guests from going through anything similar.Show More
