Hyatt House Boston/Waltham — Attraction in Waltham

"Hyatt" I thought a brand that is keeping up with its name. I stayed at this Hyatt house at Waltham, MA. That was a terrible mistake on trusting a brand name. The fourth day I ran out of that place.

Series of issues:

I arrived and called in to report the bathroom door lock does not work. It was 11pm so they said the engineer would come in morning to fix

Next day morning I reported, no trash bin in basin/bathroom area, the trash bin near desk/table does not have a bag. The basin does not drain. And went out for the day.

When came back in evening only the bathroom door is fixed not others. So for each trash you have rely on the small kitchen trash bin

To surprise me the coffee machine did not have any supplies and the iron board did not have a cover. So you are tired and no coffee and no way you can make your dress ready for next day.

Could not report the issue to front desk over phone. Because PHONE was NOT Working. Walked up and reported these issues and also inquired about the other pending issues

Well got some coffee pre-packed bags and a iron board with cover.

Next day morning realized dish washer is not working. Called in to report.

No action till evening when I had to make another call. When the engineer came to look up dishwasher found it cannot be fixed. The basin not draining the water cannot be fixed as well.

Asked the engineer why the room is so hot while the AC thermostat is set to cool etc. He liked to surprise me saying the thermostat is missing a part where you could adjust/set the temperature. It cannot be fixed the only option is to set the thermostat to "OFF"

So you are in a Hyatt hotel room where AC does not work. Luckily the first two nights stayed there the out side temperature was very good to keep me not wanting for heat or cool inside the room

When complained they offered would make the night free. But no options were provided to change the room.

Well at night 11pm what do you do, sleep in car? I opted not to waste my time discussing the problem any further... Just suck it up and sleep for the night to run to a different hotel next day!

To summarize: Bathroom door lock does not work The basin/sink does not drain No trash bin near bath room/sink No trash bag in the bin near the table/desk Coffee maker does not have supplies Phone stopped working Iron board does not have a pad/cover Dishwasher does not work worst ever: AC...

The rooms are ok, reasonably clean. The laundry room and the machines are well maintained and clean. The breakfast is not good this time I stay (beginning 2022-05-14), and so was in my last stay (around 2022-04-10). The fruits were not replenished, and the cereals are hidden inside the kitchen and not on display. The scrambled egg is very wet resting in a pool of liquid. While I was at the serving bench, a staff opened the warmer and rearranged the pancakes inside the warmer with her bare hands (not with utensils or gloved hands). Definitely didn’t look hygienic. I stayed about a month ago, and the scrambled egg was even worse. It was like plastic beads, tasteless, and totally inedible.

I went by the front desk to check if there was a card of the GM for the facility so I could provide my feedback. There was none. I asked the front desk staff, and she said she did not have the GM’s business card but she wrote down an email address for me. She said the GM would not be there until two days later. I told her about the staff handling the pancakes with bare hands in front of customers. As a justification, she told me that the staff sanitizes her hands every 30 minutes. However, the staff also cleaned tables with her bare hands while i was there. Even in normal times, staff should not handle ready-to-eat foods with bare hands and handle cleaning without gloves. This is during a rise of covid cases in the area. Not a good visual of a management that emphasize cleanliness.

During my stay, their key system failed and didn’t work for hours. Apparently they are not quite ready for this type of failure. Eventually they had to get a fresh pack of plastic keys apparently sent in from outside. So, they can only offer one key to me.

In most hotels I have stayed at, there is a general manager on site to deal with issues or customers complaints. For whatever reason there is no on-site general manager. Online info shows two people who are general managers. I sent both email but got no response.

I had stay in this hotel several times before. Customer service used to be pretty good. Wonder what has happened to...

Three stars is being generous. From the outside the Hyatt House seems up to date and well cared for but after staying there for three days I think differently. It started upon check-in when a gentleman checking me in seemed less than enthusiastic about either checking me in or his job. When done checking me in I asked him what temperature the pool is at and he putting quite bluntly that the pool has not opened for the season. As for the room, it is very large with a kitchen, living room and the separate bedroom, which was very nice. But this is where I started finding issues, first of all someone put a dirty glass in the cabinet and I almost drank from it the first night in the dark, the device that locks the shower soap/shampoo/conditioner we open and thus people could put something in the bottles other that what should be in there. After the first full day at the hotel our room was not cleaned, so I went down to the front desk to ask if they are supposed to clean the room nightly but was told only if we ask for it, otherwise it is every other day or so and I should have asked for it to be cleaned if we wanted it. The bed, good thing I like being close to my wife otherwise we would have had a problem as the bed is well used and slopes towards the center. Lastly, as I appreciate breakfast being included it was the worst free breakfast I have ever had the opportunity to try to eat, ended up throwing it out and going to a restaurant to eat. You might ask if I spoke to the front desk agent upon check out and I had intended to but she was on the phone with what seems like a personal call (not positive) and just checked me out and kept on with her conversation. Would I stay...