Hyatt House at Anaheim Resort/Convention Center — Hotel in Anaheim

I'm currently checked in, this is the second day of my visit, and overall it's been disappointing for a few reasons. After a long drive, when we arrived we were told that we had one of the kitchenette rooms on the 5th floor facing the pool. We were then promptly told that the room was not cleaned yet and they tried to give us a room facing the noisy street on the fourth floor. I asked when the 5th floor room might be available and they said there was absolutely no way they could accurately estimate the timing of the cleaning, nor would they ask the housekeeping manager about timing when I gently pressed them to please ask. I had already taken all my luggage out of the car and it was on a luggage caddy. I have three grandkids with me, two of them very young, and we sat for over an hour in the front lobby right near the front desk, with our fully stocked luggage caddy in full view of arriving guests, along with the grandkids impatiently climbing the walls. I finally decided to walk around the first floor lobby area and found a deserted "game room" which was closed off from the lobby area by doors, a much better place to wait for the room to become available. The front desk should have presented that option to wait in a more secluded area appropriate for the kids to blow off steam after being in the car for hours. It was the first sign of a glaring lack of hospitality spirit. After several minutes in the game room, I decided to ask the front desk if the room was finally available and it thankfully was. They gave us the key cards and two bottles of water, saying we had two complimentary bottles of water per day. OK, I understand that they may want to ration water bottles, but we were obviously a larger party of five, and true hospitality spirit - especially at a Hyatt property - could possibly dictate that they could have asked us at that specific time at check-in whether we might need some additional water, with a caveat that there is a water rationing policy in place for the remainder of our stay. That seems like a more welcoming policy, especially when a larger group arrives together at the front desk. The room also had some disappointing issues: Most electrical outlets on the lamps do no function and there are no USB outlets on any of the lamps, a staple of most contemporary hotel rooms. There is no sponge at the sink although there's a small soap bottle. A small sponge would have made the kitchenette much more user friendly. You must bring your own sponge. Also, the dishwasher has a badly deteriorated dish rack that has rust and peeling rubber, and there's a damaged rubber gasket just hanging free inside the machine. The main window shade is damaged, although operational, and the sofa bed mattress is one of the worst I've ever felt. The queen bed mattresses are OK. The housecleaning staff are friendly and helpful. This morning, while going to the Walgreens next door for milk for the kids, I saw that there was a full complimentary breakfast set up on the first floor! No one at the front desk cared to mention that to us upon check-in! Another glaring lack of hospitality. I mentioned it to the front desk after surveying the breakfast, which looks great, and their excuse was that there are trainees on staff currently. They asked if I had received a helpful printout explaining all the hotel amenities. I had not received that at check-in, only the key cards.The staff that checked me in did not seem like trainees, so I assert that they just didn't care to inform us about breakfast, or explain other property amenities. One of the first details on the printed sheet is that there is a full breakfast along with the days/times! I was finally so unsatisfied at that moment that I had to write this review. My rating is low, but not spitefully so, because I expect a much better experience at a Hyatt property. My wife insists on brand loyalty, but this experience so far has failed to impress me. I'll bring up my concerns to the hotel manager and update this review accordingly if there's...

We made a trip to Disneyland and chose the Hyatt House for our lodging. Grandparents, parents, and kids 6 and 8 years old. Hyatt House was able to provide connecting suites with two queen beds as well as a small kitchen and sitting area in each. The rooms were clean, well-appointed for our family, and the furniture was nice. We were told we were in an renovated room, the hotel was undergoing updating at the time. Perhaps our room was updated as it looked very nice, but the hallway was not updated and had buckled, stained carpet and the bottom of the walls were peeling. ||There was breakfast every morning and our family found it quite nice. Scrambled eggs, two sausage offerings, breakfast potatoes, pancakes or waffles, oatmeal, cereal, yogurt, fruit, bread. It was plenty to fuel us for a day at Disney and it was very tasty. ||The employees we interacted with were awesome. From the front desk to the breakfast staff to the bartenders, outstanding personnel. ||A few days before our trip we were contacted to advise the pool was closed for remodel, however they had made arrangements for any customer to use the pool at the hotel next door. ||These were all positive things and meant a lot to us. ||However, there were some down sides. Well before the trip we arranged transport from the airport to the hotel. We were advised the driver would be waiting outside baggage claim in a specific type of car. We walked out and that type of car was nowhere to be seen. We tried calling the hotel multiple times but only got a busy signal. Learned later all the phones in the area were down. A few of us walked around looking and finally decided to call an Uber. While one person worked on the Uber another person pulled out the paperwork, found the name of the third party transport company and phoned. The driver was there all along, was in a different type of car, and did not employ a sign with our name or hotel info. The delay cost us over half hour but having left the house at 4:30 in the morning, the frustration for the entire group was terrible. That said, the driver and car were excellent. In addition, one person emailed the manager and we’ve never heard back from that person. We totally expected the manager to follow up.||Our first night in the hotel was excellent, but our first morning not so much. There was not a drop of hot water. One basic expectation I have in a hotel is hot water in the shower and we didn’t have that. The second morning we had lukewarm water; at least it wasn’t freezing. The third morning we again had freezing cold water! That night we showered as the water was hot every evening, and as luck would have it the next morning the water was still hot. We actually believed there would be some concession on the part of the hotel for three days of no hot water in the morning, but there was not. The front desk people were very apologetic, but again, the manager who should have been dealing with customers in the face of major issues but was nowhere in sight.||Given all the good about this hotel I wanted to rate it higher. The location is great, the general staff are great, the breakfast is great, the bar is great. But I need hot water in the morning and my expectation is the hotel manager will address major issues and reply to email and that didn’t happen. Cannot give a better rating with...

Booked through a 3rd party (Allegiant). Upon arrival, my wife checked us in while I brought our luggage up to our room. The front desk person stated we would have a $300 hold put on our credit card in the event we damaged the room and would be charged around $24 per day for parking.

Within 30 minutes, we are up in our room and receive notification that Hyatt Hotels charged our credit card approximately $2400. I immediately contacted the front desk, got a long run around to eventually be told they made a mistake, it was a training issue and that because they had just recently started working with Allegiant as a 3rd party this is why the front desk employee charged us for the room even though they had already been previously paid by Allegiant. I get mistakes happened, but had he even spoke of the charge to my wife initially at check in, it would have raised concern and we would have sorted it right there. Instead, I was left with a pending charge on my card for four out of my seven day stay, wondering if they would actually rectify it which to their credit, they eventually did.

The morning of checkout, I wasn't going to make mention of the situation that happened but the employee specifically asked if I enjoyed my stay. I told him the Hotel was fine but I was pretty upset about the charge that happened, me having to be the one to bring it to their attention and spending over half of my vacation wondering if it was actually going to get sorted. To the employees credit, he seemed to handle the situation with care and appeared to genuinely feel bad for the situation and removed the $24 per day charge for the parking which I felt was a solid gesture given the situation.

Had this been the end here, I would have either left them no review, or given them a 4-5 star for making right on an otherwise pretty serious mistake but to make matters worse upon checkout they did waive the charges they agreed to but inexplicably charged my card AGAIN, this time for $1830.50. When I saw this I was already back home (out of state) so I tried to reach out to them by phone and was unable to get anyone on the phone at the location. I spoke to someone at Hyatt corporate and they simply said I had to call back during the week and talk to someone in the billing department. Obviously, this is the type of issue its fair to expect pretty immediate resolution and I don't care to miss time, back at work trying to convince them to stop charging my card for thousands of dollars when they had already been paid for the hotel fare.

My resolution was ultimately disputing this directly with my credit card company. The takeaway here, do not stay at a Hyatt hotel unless you want them to repeatedly and wrongfully charge your credit card and fighting to get your money back is something you strangely enjoy. The other lesson, get an American Express. Their dispute process for wrongful transactions is top notch. With my proof of payment, I had this dispute handled and closed through them all in one day,...