Hyatt Place Boise/Towne Square — Attraction in Garden City

TLDR: Charged for 19 rooms, we only had 12. Zero sense of urgency to help us. No returned phone calls or emails. Can't get receipts or anything out of anyone. Stay away if booking for a group.

Can we rate this hotel -1 stars? Specifically, their customer service. The property itself is decent. We stayed at this hotel for our grandmother’s funeral with a decent-sized group (approx 12 rooms).

My mom arranged everything for the family so we could get a good rate for the family.

Each person had to leave a credit card when checking in.

After the funeral, my mom was charged over $3k for ALL the rooms, actually charged for more rooms than we even used, 19!

When one of my cousins tried to check in, they “couldn’t find the room”. They were at the frontdesk FOREVER. So they had to book a new room. Yet then hotel tried to charge my mom “no show fees”- uh what?

Whenever you try to get ahold of the manager they are not available, don’t call you back, will only work through email. Then when you do get an email, they never have their personal name in the email, its some general email account like mgr1@

She tried escalating it to corporate, same thing. The gal said they were going on vacation, and would get back to her as soon as they got back on Thursday. Well it’s now been a couple weeks. No response.

So then my dad leaves a negative review, oh that caught their attention! But in the review response “we tried to get a hold of you?” Really? We don't have calls or emails back. So we email “Lauren Novak” back, no response.

There is a “pass the buck” mentality with this hotel, and this manager needs to be held accountable.

When asked, they just give us a long list of confirmation codes. So we asked for a list of room #s and who stayed in that room, and what was charged with a receipt or invoice from the stay in that room. We have yet to have anyone provide that. They can’t even prove or provide to us who actually stayed at the hotel, even though each person had to provide a credit card for incidentals. It has now been a month since we stayed there. It shouldn’t take a month to get a copy of a receipt.

My brother left a negative review. They responded back they’d get back to us ASAP. Still no response. It’s crazy!

So now, I’m leaving this review to help my parents. It is crazy that we have to go to these extents to get anyone to listen to us.

My cousins even provided screen shots from amounts taken from their bank accounts proving they paid. My parents have spent hours on phone calls, emails, etc. and can't get anywhere. So, avoid this hotel like the plague if you're looking for a group deal. You definitely won't want the hassle as the group coordinator if something goes south.

We were here for our grandmothers funeral from literally all over the United States. From Hawaii to Florida. During a time of grieving, this hotel did not provide any hospitality whatsoever and only made our time of grievances 10x worse. Nobody should have to go through these hoops just to get a receipt.

If we do not receive resolution by Friday 7/26/24, we will file complaints with the BBB, Idaho Consumer Complaints as well...

Interesting property... we checked in late, probably around 10 pm on a Friday night. Wasn't sure if we were at a hotel or a bar.

As soon as you walk in, you're at the front desk. There is a sitting area cramed right in front, so it makes egress tough if if you have a lot of luggage. They could likely go away with it and still be fine. This seemed to be a common theme throughout as everywhere seemed a bit tight.

The sitting area described must have just had a group leave, as cases of beer were left behind as well as the remnants of maybe their dinner. For 10pm, it seemed quite chaotic as people were heading to and leaving the pool area and quite a bit of people just hanging out down in the lobby. It's definitely an interesting vibe, not bad or anything, just different and lively.

We had two rooms for 3 nights and were hoping to have adjoining rooms but no such luck. One of the rooms was very stale and had an old cigarette smell. The fold out couch had some surprise "yuck" left behind that housekeeping must have missed. The carpets looked a bit rough, but for a last-minute trip, the rooms were just fine.

The 2 queen option had significantly more room than the single king option for those having a hard time deciding.

I forgot my toiletries, so I went down to the front desk at 0630 to see if maybe they had a toothbrush and was greeted with a sign saying that they stepped away and to call the listed number. I decided to wait a few minutes before calling and grabbed some complimentary coffee they had out. It was clearly from last night as it was fairly cold. After about 10 minutes, I called the number and got sent to voice-mail. Within a few minutes, the receptionist arrived, having clearly just woken up from what appeared to be a wonderful nap. I asked for a toothbrush, and unfortunately, they did not have any available.

The doors to the rooms are so thin. As you walk down the hall, you can quite clearly hear everyone's discussions as you pass their room. As I left the elevator, I could hear my 3yo throwing a tantrum from down the hall. Mind you, he was in the room with the door closed, and I was a good 30 meters down the hall. The weird part is I never heard any noise through the walls only from the room doors.

The housekeeping lacked overall. The bed was made and towels were changed daily but that's about the extent of the cleaning which seemed a bit concerning. The cups we left with some coffee we routinely came back to them still in the same place and dirty. I can't say I've ever experienced that at a...

Update 2: On the last day of our stay (check out day), I had to call the front desk for towels again. I spoke with the Asst GM, he was apologetic and seemed sincere. He mentioned bringing back “express” cleaning which includes daily towel refresh, trash and to make the bed. That would be outstanding! If that improvement is implemented than I would consider coming back. It’s nice to see they take the reviews seriously and consider it. So for that, I have raised the 1 star review up to a 3 star. Shout out to him for caring!

Update 1: Unfortunately, housekeeping service has been non-existent. No trash removal, no fresh towels, nothing. After a full day out, we came back to a room that smelled because trash (including diapers — we have a baby) hadn’t been taken care of. That’s unacceptable in any hotel setting.

I even raised this concern with the front desk the night before. While the staff member kindly brought up towels upon request (thank you), the larger issue remains: what happened to hospitality? Guests should not have to beg for the bare minimum — fresh towels and trash removal. It feels like management is cutting costs at the expense of the guest experience.

I cannot recommend this property for the simple reason that minimum expectations aren’t being met. At home I take out the trash daily and keep towels stocked — I shouldn’t have to fly 1,000 miles away and deal with a dirtier room than I left behind. As an Executive Platinum AA member, Hilton Gold Member, Marriott Gold member and someone with a hospitality background, I can confidently say this property falls below basic standards. The building has potential, but management needs to step up and deliver the basics.

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Original Impression: The rooms are spacious, beds are comfortable, and bathrooms are fine. Free parking and breakfast are nice perks, and no resort fee is a plus. However, housekeeping is only every other day (or less), which makes a noticeable difference when you have food trash or need fresh towels.

Breakfast is free but mediocre, Wi-Fi is slow, and the TVs aren’t smart but do have Chromecast. Overall, not terrible for the category, but I’ve stayed at 2.5-star properties that provided a more consistent experience.

This hotel could be great — but until basic housekeeping expectations are met, it’s hard...