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Horrible do not stay - Review by Guest | Hyatt House

Hyatt House

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Horrible do not stay 9/22/2014

I have to start by saying we have stayed here a half dozen times or so; so my review of this place is well deserved. The first few times were good, the staff was nice and friendly and we didn't have a complaint at all. However, that staff is now all gone. Last 2 times of our stay have been horrific (we stayed once after the first experience thinking it was just a one time deal). The first time we were blatantly lied to by the hotel staff, they were caught in the lie and never apologized to us. They are extremely rude and unprofessional and definitely unfamiliar with hospitality mannerisms. They waited outside our room to get a wine opener (a $5 corkscrew one) back, asking us to open our wine right then because they needed to take the wine opener back...what?! How cheap and rude! When asked for something they tell you that they do not have "room service" and you need to go down and grab it... WHAT AGAIN!? I thought all hotels ran stuff such as bags (which is what we asked for), towels etc to the room, it's part of the concierge's job! Not here apparently. They make you feel uncomfortable and unwelcomed, which is not something I really need if I am paying $160-200+ /night to stay somewhere, not to mention that by this time we have spent well over a $1000 staying here and would be staying once a week so they lost very good and loyal customers. I have to add I would have given them a third try had the following not happened: We decided to let the hotel manager know of our experience we told him the above incidents and instead of an apology or a "I will definitely take necessary measures and talk to my associates" or a "customer is right approach" he instead told us that his staff complained that we had been inappropriate and he meant to talk to us about it (which the staff lied to him about because we told them that we would speak to the manager the next day about their behavior, so they were afraid and tried to tell him some bs story first...? ) , even after telling him our side of the story ........ more
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