Hyatt Place Athens / Downtown — Attraction in Athens-Clarke County Unified Government

Ive stayed at this Hyatt twice now for week long stays about a year apart. Rooftop bar has slow service and the food is subpar. Drinks are overpriced, but wow what a view. Great for 4th of July fireworks if youre looking for a place to celebrate. The hospitality staff is a little unprofessional. They're always eating at the front desk and getting food everywhere--all while serving guests--or they're either all hanging out in the back room while anyone could just walk away with market items (yeah, im sure theres a camera, but come on, someone should be at the front desk at all times). At least I was honest enough to leave a sticky note with my name and room number with the items I wanted so they could charge it to my room. I called the front desk once but no one answered so I hung up after 7 whole minutes of ringing. The lobby bar was closed despite saying it was open everywhere else. The rooms, although reasonably priced, weren't stocked with anything and I needed to request bathroom and kitchen items that are normally available by default at a Hyatt Place (I stay at hyatts frequently) or any hotel for that matter. So I guess you get what you pay for. Mattress stains and fleas are a thing here so yuck. And they must not mop or vacuum the rooms because the bottom of everyones feet are black with dirt just after showering. However, the housekeeping were so accommodating (they do not come by daily by default, but understandable with covid and environmental protections) I appreciated them, and their kindness made up for everything. They were much friendlier than the lobby staff who seemed to not know any answers to the most general and basic of hotel questions. There was NO hot water here so have fun showering. And the HVAC is unbalanced so one minute you're hot, the next you're cold. Despite advertising shipping services, the staff was unable to accommodate. Couldn't print at the business center remotely but thankfully their computers worked just fine. The entry parking gate was broken--and there was no sign indicating such--so expect a backup in the garage with confused guests (you have to drive through the open exit gate with the hope that no car decides to pull out and leave at the same time) and the hotel staff ready to explain the situation as if its somehow obvious since theyve been aware for weeks (yes, weeks). I will say though, the location is great and downtown is within walking distance, so that is convenient. And the chromecast amenity and mobile room entry here actually works at this location so that's a plus! I'm a very low maintenance hotel guest who never wishes to bother or inconvenience anyone and yet I was made to feel like I was the biggest hassle for choosing to spend my money on a room there. Overall, I'd give it a mixed review. I'll probably stay there again, but only because of my hotel status and there's not many other options...

I was in town as the officiant for a wedding. Sean and (I believe the lady’s name was Alicia) were behind the desk when I checked in. Alicia asked for a credit card for incidentals which I gave her. I got to my room and noticed that the bill for the room was charged to my card. I went back to the desk and told them that the wedding party had paid for my room, and that it should not be on my card. They both spoke very rudely and condescending to inform me that the room had not been paid for. I called the brides father and he assured me that he had paid for the room. I went to my room and called the front desk to tell them that I’d gotten confirmation and that there must be a mix up. Again, I was told by Alicia, “plain and simple…the room charge is going on your card.” I was totally taken back by the rudeness and complete unwillingness to try to figure out the mix up. Rather than being kind and saying that we would figure it out, they were both rude, condescending and unbelievably unprofessional. I was very frustrated but willing to just forget it and enjoy the weekend in Athens.

UNTIL my next encounter with Sean. About 3:30 pm on Saturday, I purchased a Coke Zero from him at the front desk, and when I got to my room I noticed he charged me $7 for a $3.50 coke. I went back down to question him about it. His story changed multiple times. He said that he must have hit the button twice, and sometimes the computer glitches but he was completely acting weird about it. Finally he said that he “thought” I took a candy bar from the snack bar, so he just decided to charge me for it (without even asking me). I was beside myself. If he thought I was stealing from the hotel, then just ask me. I’m still in disbelief as I type this. He apologized to me, but it was as if he was sorry that I confronted him about it. That pretty much did it for me and my stay this weekend. Great hotel…terrible customer service. Something needs to be done about the way guests are treated at the front desk. I’m a soft spoken person and do not like confrontation at all, but this really got to me this weekend. I emailed the Hyatt’s consumer affairs department to let them know about my experience privately but they...

A Disappointing Stay: Unprofessionalism and Neglect

Our recent stay left much to be desired, as we encountered a series of disappointments that showcased a lack of professionalism and care for their guests.

Upon our arrival, we noticed that our room had only been partially cleaned, with the towels being replaced but no other cleaning efforts apparent. After notifying the front desk, we were assured that our room would be properly attended to while we were out for the day. Regrettably, upon returning that night, we found our room in the same state – trash untouched, bed unmade, and no signs of vacuuming.

A call to the front desk prompted a promise to send someone up, but unfortunately, no staff member arrived. This lack of follow-through on their commitment to guest satisfaction was disheartening. It was clear that the staff's actions did not align with the level of service one would expect from a reputable hotel.

At check-out, we raised our concerns about the room cleanliness and also highlighted issues with the intermittent heating in our room. The front desk staff took detailed notes, providing us with the name and number of the hotel's General Manager (GM) and assuring us that the GM would be in touch.

However, the promised communication from the GM never materialized. Despite our efforts to reach out via email, our concerns were met with silence. This lack of responsiveness is not only disappointing but also demonstrates a blatant disregard for guest feedback and a failure to uphold a standard of customer service.

In summary, our experience at [Hotel Name] was marred by unprofessionalism, neglect, and a lack of follow-through on promises made by the staff. We expected more from a hotel of this caliber and are disheartened by the apparent indifference to guest satisfaction. We hope that our feedback will prompt improvements in the hotel's service and communication practices for the benefit of...