Meander19912101432
None · November 20254/10
We are loyal to the Hyatt brand for a variety of reasons, and consistently achieve tiered status in their member benefits based on our family travel; however, this property fell short of our expectati...We are loyal to the Hyatt brand for a variety of reasons, and consistently achieve tiered status in their member benefits based on our family travel; however, this property fell short of our expectations, unfortunately.
I had reserved our stay for Nov 7-12 in 3 chunks due to hotel and room type availability. Prior to our stay, I confirmed by email that the stay would be merged into 1 reservation so we would not have to change rooms, and received confirmation.
The first morning at the hotel, my son took a shower and called us in because of what he saw coming out of the shampoo and body wash bottles, stating that it looked like "blood boogers". We came in, and I called the desk, having confirmed what he saw (see pictures). We were assured that it would be addressed, but came home later that night ot find that it in fact had not been addressed as during my shower, I found the same. I texted twice to the number provided, but received no confirmation or resolution during the next day. As such, we went out and bought our own conditioner and body wash.
The next morning, my husband received a phone call from the front desk team advising us that becuase of our split reservation, we'd need to move rooms. I called the front desk back, and inquired about the merged reservation, and they then changed the story and shared that it was because of the leak in the shower we reported. I told them that I hadn't reported any leak, that the only issue reported from our end was an issue with the output from the shower pumps and that I had previously reported it four times. She apologized for the inconvenience and shared that there was in fact a leak, and we would need to move rooms because our shower was leaking into the two rooms below us. She asked me to forward the pictures of what was coming out of the shower pumps. I did, and received no further word, other than that I should check in at the front desk upon our return from the theme parks and get a new room assignment, and that we'd be upgraded.
There were other minor details as well. As discoverists, we are supposed to have bottles of water refreshed in our room each day. This did not occur. We were charged a large fee for self-parking overnight each night (I believe $39 per night) - I have an email in about this to inquire if it was a mistake.
We moved to our new room. Our view was upgraded. We were credited with the points back that we spent on the room. But the lack of responsiveness, multiple calls to right the wrongs, and miscommunications really served to make this leisurely trip a more stressful endeavor. Next trip I'd sooner look at a Hyatt Place or similar!Show More
