ALeleven
Family · November 20256/10
Had 2 rooms booked for 5 nights. First time at a Hyatt Place. Approx <10 min drive from West Edmonton Mall, Uber to/from WEM averaged $18 for Uber XL. About 40 min drive from airport - Uber averaged $...Had 2 rooms booked for 5 nights. First time at a Hyatt Place. Approx <10 min drive from West Edmonton Mall, Uber to/from WEM averaged $18 for Uber XL. About 40 min drive from airport - Uber averaged $52 for regular Uber (not XL).
Overall the public areas of the hotel seemed fairly new and well maintained. Front desk staff seemed consistently helpful and welcoming. Pool was a bit small for hotel size - was quite crowded on Saturday evening. Laundry was a worn out coin operated set of one washer and dryer, but at least it was there as an option if needed. Hair dryer in one room did not work, the other room did not try their hair dryer. We had the rooms with 2 queen beds with sofa bed. Didn't try sofa bed but the beds were comfortable and the rooms were a decent size. The washrooms have a translucent door which is not my personal prefence. The grout around shower could be cleaner. No exhaust fan in bathrooms. One room had a tub, the other did not. Restaurant on site that we didn't try served until 2am, but no room service - would need to pick up the food from there. Menu not that interesting and a bit overpriced, better to just have food delivered.
Breakfast alternated between sausage w waffles or bacon w pancakes. Otherwise, there was always scrambled eggs, breakfast potatoes, tortillas, yogurt w a selection of toppings, three types of cereal, bananas, apples, bread and bagels to toast. Coffee, tea, milk, OJ and AJ. Food quality was good but believe there should be ability for more variety.
Weekend breakfast crowds were just bonkers. Really long lines snaking around the lobby, conference rooms had to opened for more seats. Many ppl took dishes to their rooms due to lack of tables. Staff at breakfast were really great at keeping area clean and replenished, but their jobs could be made better by redesign of the area. The flow needs to be designed differently.
Day 1: rooms were cleaned perfectly. After that, housekeeping services went downhill.
Day 2: Rooms only partly cleaned. In one room, one bed was made, the other wasn't. No belongings had been left on the unmade bed. Later discovered that a pair of socks was tangled in the sheets of the bed that had been made - they must not have been properly shaken before being tucked in again. This made us question how thoroughly the rooms are cleaned in between guests as well.
The towels from the washroom were taken but not replaced, requiring us to request replacements. There was also a used bowl from breakfast that was not cleaned up. In the second room, neither bed was made, dishes not taken. Garbage bag and towels were taken but again, towels not replaced.
Day 3: no cleaning done at all in both rooms, despite not having a Do Not Disturb Sign on the doors.
Day 4: Received a voicemail while out during the day from front desk, saying I had requested room cleaning but they could not enter due to the Do Not Disturb Sign being on the door. The message did not specify which room it was for out of the 2 rooms I had booked under my name. I had not made any special request, but we did make sure the Do Not Disturb signs were not on the doors when we left everyday. And at that point we wanted room cleaning after not having received it for a couple days. Don't know if this was some sort of mix up with a different room or if the housekeeper told the front desk incorrect info for some reason.
When we returned from our day out, we confirmed that the signs were not on the door and that cleaning again had not been done properly. Bathmats had been replaced and garbage bag taken, but nothing else done. No beds were made, towels not replaced, a breakfast dish was not taken again. We arrived around the same time that other guests in the room across from us returned as well - we heard them exclaim " What the heck" when they opened their door.
I went down to the front desk on this evening to ask for towels and inquire about checkout the next day. The person there (Jackie - who was wonderful the entire stay) was on the phone and I could very clearly hear that she was fielding complaints about housekeeping from someone. She promised to send fresh towels to their room and assured them that their feedback on housekeeping would be shared. Since the topic was in the air, we explained all of the above issues we'd been experiencing with housekeeping. Jackie was very polite and professional.
She said she had to ask if there was anything on the beds since housekeeping would not make beds if there was - we told her no for all 4 beds. We also explained that the Do Not Disturb signs were not on the door for any of our days. Further, if the signs were there, there would still have been a break with their own policy because someone did enter the rooms for a couple bits of cleaning only (garbage, bathmats).
Jackie advised she would report all to housekeeping management. I felt bad that she had to deal with multiple complaints that were not in her control. Want to emphasize that all the front desk staff seemed great during the stay. I don't know if it was just one individual employee that was the issue, but the cleanliness and housekeeping services were not what we expected from Hyatt and really lowered our overall experience.Show More
