Hyatt Place Phoenix/Mesa — Attraction in Mesa

I'm writing in regards to a issue that I have with The Hyatt Place Phoenix /Mesa River View location. For the dates of 6/16-6/18/17, I had my wedding block set up for 15 rooms at this Hyatt place hotel. I checked in my room on Friday 6/16/17 for a two night stay. (Only needed two nights because I live in Chandler but needed to be closer to my venue). My debit card was used to pay for my room reservation. When I checked in on 6/16 there was a pre authorization hold amount placed on my debit card for $250 and some change including incidentals and tax etc. Which I agreed to and was made aware of during check in on 6/16. I checked out of my room on Sunday 6/18 in the lobby with a front desk attendant in agreement of the final amount to be charged to my debit card of $203.96 (minus incidental fees)that day of check out. Yes I Agreed to that amount as well as got a receipt after the transaction was completed. Fast forward to yesterday 7/13/17 close to a month later I go to look at my debit account recent transactions and I see that Hyatt Place withdrew $203.96 on yesterday 7/13/17. Just now I called the hotel front desk to get answers as to why almost a month later money is being taken from my account from Hyatt for my stay that took place in June? The front desk attendant who I spoke with did not have answers to that question and transferred me to The general manager Dave, who did not answer the call. I then call Hyatt 1-800 customer service to speak with a representative who put me on hold to call Hyatt hotel Phoenix Mesa to inquire further on the issue. The customer service representative came back from her conversation with the hotel to relay to me that the day of my check out 6/18, Hyatt place Phoenix Mesa was having "technical difficulties "and wasn't able to process payment that day. Really wow and who's fault is that ?!! My issue is that I was not made aware of any "technical difficulties " in processing payment at check out 6/18 by the front desk attendant. On my receipt that was under my room door it had the approved amount $203.96 that would be charged to my debit card. Also, I have other guests who are my family (more than 4 separate guests in separate rooms )that also checked out on the same day 6/18, whose debit and credit cards were all charged that same day of check out 6/18 with NO Problem!! But Hyatt is telling me My debit card out of all the others was the only one that had this "technical difficulty in processing." No, it was not my bank fault. I called them to verify my transactions from June 16-18th and they were able to verify that I did have a approved authorization hold on 6/16 from Hyatt hotel for $250. But they did not see any payments posted to my account from Hyatt until July 13th. Which they found odd and advised me to dispute it with Hyatt as to why it took almost a month to collect payment from me. Later my husband and I take a drive to Hyatt Phoenix/Mesa to speak with a manger face to face to get detailed answers as to what happened exactly. As I am not content with the nonchalant explanation of "technical processing errors." I proceed to ask to speak with a manager, asked by the worker the reason for my request. I gave my reason. The worker told me the manager is on the phone. We agreed to wait. Not even 5 mins later out walks the wedding sales coordinator Beverly to talk us. The manager never came out to address us at all. My wedding did give Hyatt good business. However, I do not think it's fair that I am being charged almost a month later for a room that I was under the impression I paid for when I checked out on 6/18. I was not made aware of any "technical issues " prior till now! If that were the case I should've been made aware of it when it was occurring. I could've paid for it with another card or cash back in June had I been aware of their faulty technical error they were having!! But no Here I am a month later being charged when I had other plans/ needs for that $203 that is now taken from me due to "technical difficulties in processing payments" on Hyatt...

As a baseball player for the Boston Wolfpack since I joined their team in 2017, I'd love to tell you all about my experience during my extraordinary stay at the Hyatt Place in Mesa, Arizona during the week of October 20-October 26, 2023.

My initial experience with your hotel occurred the week prior, as I was in need of a shower bench for my room in #340, as I was still recovering from a massive stroke I had some eighteen month's prior.  My first contact was an amazing woman who I'd like to say is your hotel's best and most seasoned employee when it comes to understanding extraordinary customer service.  The overall time that she invested in me on our phone call and in person once I arrived that Friday was not only incredible but extraordinary and outstanding!

I will always be indebted to your employee; Ms. Beverly Miller, as she literally took care of all my needs and happily answered all my questions and inquiries that first day...👏🏻

My second and most appropriate thank you and kudos goes to your front desk person or who I'd like to refer as your Director of First Impressions; Denise, who was cordial each day and took special care of my needs as I hoped she would.  With everything going on with guest's coming and going, she was always kind enough to make sure all my needs were met.  When one morning my shower bench tilted and almost caused me to slip and fall, I mentioned it to her and she immediately sent a hotel worker to fix it...  Her service was beyond the call of duty and equally outstanding and extraordinary!!!👏🏻

Third, your room service crew on the third floor was also incredible, led by supervisor Adriana Diaz, who one morning saved my day, as I unfortunately locked myself out of my room.  She double checked all her options and let me in, then kindly walked me to the elevator and to the pool area opening a couple door's for me in the process, as I spoke in her native tongue in Spanish that I learned while playing Winter league professional baseball in Puerto Vallarta, Jalisco, Mexico.  Her extraordinary service was more of a thoughtful and caring type that our world needs more of.  But all the young ladies on the third floor were taught that same type of caring manner.  I could feel it and hear it in their caring ways.  So much caring, humility, and kindness...👏🏻

One one morning, I arrived extra early for breakfast as the smells of coffee and breakfast meandered up to my third floor room.  Being the first one there, I was worried about how I was going to move my food and drink to my table of choice, to sit and enjoy my breakfast.

When low and behold, the female and hotel employee preparing breakfast appeared to me in Angelic form; may I assist you with your breakfast as we quickly switched to speaking Spanish.  Her wonderful gesture of kindness and hospitality blew me away, but after all my other experiences with the hotel, it was pretty much on par with everything else and every other employee taking care of their guests...👏🏻  I want to take a stab at her name being Maria....🤔

And last but certainly not the least; both young workers at the front desk, both Directors of Hospitality in their own right, David and Anna were both very professional, kind, and attentive when I needed waters or something sweet, always attended to my need and bagged everything up so I could easily carry it to my room on the third floor. 👏🏻

So as you can see from my writing that your staff is quite extraordinaire and your hotel is in great hands with service on all personal fronts.  Your executive staff at the highest level should be very proud of what you've done with personal training, staff development, and incredible personnel dialog in your daily 1:1 training with each hotel staffer.  I know customer service very well, as I was a Bank Executive and VP with Bank of the West for over twenty-five years in my profession before and during my five decades as a professional baseball pitcher...

Thank you!!!

J. Rodney...

We stayed here for 2 nights and our experience was good.

The front desk staff was friendly and the check in process was breezy.

The room was spacious for 2 Queen beds and a sofa (and I think it is a pull out couch but can't remember since we didn't check it out or needed it). The microwave and fridge is by a small counter with a sink. It also has a little desk and chair too for any work you want to do.

The bathroom was decent and clean and the shower/tub and toilet is in one room with a door while the sink and dresser is right next to it, which makes it very convenient and you don't have to wait for someone to be done with the shower/toilet in order to use the sink.

The beds are very comfy and clean. The dresser with drawers is quite dated and scruffed up though. It should be updated cuz it makes the room cheaper in quality and looks.

The pool area is nice and has towels for guests to use. We used it 2 nights and the first night we had the pool to ourselves but the second night was full of people and kids. There weren't any towels available when I got there, so I went to front desk and asked for some. They also refilled the towels straight away once they heard that. I gave them props for doing that right away cuz they really cared about their guests.

The free breakfast was very good! Much better in spread and quality than some hotels, for sure. It has sausages, scrambled eggs, potatoes, wraps and various breads, bagels. Has fresh fruit, yogut, hot oatmeal, boiled eggs, various milk types, juices and coffee and assorted cereal. Definitely a nice, good spread and they keep everything filled and refilled quickly. There's a lady who also helps keep the area clean and tables cleared quickly. Kudos to the staff for that, both the back and front staff!

2 things, though, I would suggest the hotel to consider: While the closet has sufficient hangers, I find the room is lacking hooks to hang towels or your clothes, esp in the bathroom where you want to hang your towels. Some wall hooks would make it more convenient for guests. The towel rack in the bathroom/shower is all rusty underneath. REALLY should change it cuz not only it looks terrible/gross, it isn't sanitary, health/safety wise.

Overall, it was a good, clean hotel, has friendly staff, good breakfast spread and location is safe and clean. I would come...