Hyatt Place Arlington/Courthouse Plaza — Hotel in Arlington

The front desk staff is unprofessional : During my stay, the air conditioner broke down for 2-3 days, leaving me without air conditioning in the middle of summer. However, I was not initially informed of this issue; I discovered it by accident when trying to contact the front desk for another matter. The front desk staff did not make an effort to inquire about the inconvenience I experienced due to this issue, and there was no information about any compensation plan until I specifically requested it.

Additionally, when extending my stay, the newly registered card key continuously malfunctioned. Instead of promptly resolving the issue, the staff made me go back and forth between my room and the front desk 4-5 times, only asking me to try again. Typically, in such situations, an employee would accompany the guest to open the door and take further action. However, this did not happen, and I was left waiting in the hallway for about 20 minutes with no explanation provided.

I was charged for non-reservations : While extending my stay, I provided my credit card number as requested. To my surprise, I received a notification of a double payment from the card company around 2:00 am on the same day. When I inquired about the payment, the hotel refused to provide a clear explanation, claiming that the details were not confirmed in their system. It seemed to be a deposit-like payment, with the hotel only advising me to wait 5 to 10 business days for resolution. Even after checking out, the amount was not canceled, and when I contacted the hotel again after 2 weeks, they not only failed to confirm the payment details but also dismissed my cancellation request with sarcasm, implying that I shouldn't have extended my stay in the first place.

Frustrated with their communication, I initiated a dispute settlement through my credit card company, which took a month to resolve. As it turned out, my card was associated with another reservation and was charged for a no-show. If you plan to stay at this hotel, I strongly advise against providing your card number.

My privacy was not guaranteed : When I attempted to speak with the manager about another issue, they didn't inquire about the reason for my call. Instead, they immediately began discussing the cost of damages, citing towel contamination during the room cleaning process. Even though the contamination was minor and related to a sudden menstrual incident, the hotel staff adopted a threatening tone, mentioning that they had 'photos' of the incident and would charge for any future occurrences. After their statement, they asked if I had any questions. This level of customer service warrants the removal of the Hyatt's name from the signboard.

Furthermore, during the process of inquiring about an overcharge via email, the manager persistently requested my cell phone number for a phone explanation. Despite my preference for email communication, I received a text message from an unknown number, without revealing its identity, requesting a call. This situation raises suspicions about how the personal information provided during my stay is being managed.

The hotel's customer service attitude is terrible : Throughout all the uncomfortable situations mentioned above, the manager failed to recognize the seriousness of the issues and remained unresponsive from beginning to end. They did not actively work to resolve problems and instead seemed to blame the customer for everything. Notably, the manager never offered an apology for any mistakes or shortcomings of the hotel. Even though it was evident that the double payment was the hotel's fault, the notice of cancellation did not contain any apology.

Through this entire process, I experienced tremendous stress and emotional wounds. I was plagued by anxiety, wondering if I would have received the same treatment even if I weren't a foreigner. This incident still lingers as a trauma for me, and in the future, if I have to choose a Hyatt brand anywhere in the world, I will first consider if there are any other...

I just got back from my stay at this hotel. The building itself is very generic. Lit up at night, it reminds me of a hospital. The parking garage is not well marked nor is it a secured garage. Everyone from the hotel patrons to the staff and surrounding the area has access to this garage. When I first saw this garage I thought it was the place where the hotel stores its trash. It’s dark and dank. Very steep entrance. Two levels with hairpin turn. Very small parking spots make it extremely difficult to park and to get back out.

Check-in was easy. The elevators are controlled by using your room key. To call the elevator to the floor you're on hold your room key over a sensor next to the elevator. Why I can appreciate how secure this makes entering the hotel floors if you are not a patron very difficult try juggling your belongings with the other hand and holding the room key to the elevator sensor at the same time. It can be challenging.

The hotel rooms are strange. At least to me, they were. The bathroom has opaque green glass which is quite heavy. It is easy to move and has a stop on the track about 4 inches away where it slows down without slamming. This door is quite heavy. If you have small children be wary it will break bones if this door slams.

The room has a TV, mini-fridge/freezer, iron and board, hairdryer, safe, and one cup coffee maker. The towels are thin but I've had much thinner, a little rough but not too bad. The shower was quite large, with no bathtub which I appreciate, and a glass enclosure with a sliding door. The water pressure was limited but I was still able to rinse my hair of product reasonable quick. The bathroom also had its typical assortment of mini shampoo, conditioner, and soap.

The room (which I believe all rooms have)has a sofa bed which we didn't sleep on. It was comfortable to sit on except one end was much firmer than the other end. The room also had this desk in an awkward position. It sat at the bottom of the bed with a desk chair causing you to have to shimmy across to get to the window on the other side of the room. I didn't understand why they didn't put the desk under the window there was a boatload of unused space over there. Also, between the desk and window, there was this large wall probably 4 1/2 feet long. It was blank no artwork. It just looked strange to me.

There is a partition about 2 feet long and floor to ceiling height that separates the sofa from the bed. Whenever the A/C unit came on there were popping noises that came from this partition. It was pretty annoying when you were trying to sleep.

The A/C unit cooled the room down quickly. There is a huge vent that dumps quite a lot of air into the room. It's directly across from that partition I spoke about. When you have the unit on it's LOUD which I appreciate, I like white noise but you'll have to turn the TV volume way up to hear it. When the compressor turns off the fan is also loud but again for sleeping, I appreciate the noise.

On the positive side, this was the first time I stayed at a hotel where the bed didn't try to kill me. Once I finally fell asleep it was the most comfortable bed I've ever slept in even my own bed which is a Sleep Number bed. The bed was soft but firm supporting my body in all the right places. The pillows were amazing. It had great neck support. They were dense yet soft and pliable. The pillow gave great support while on my stomach, sides, and back and the pillow moved right along with me. Loved it.

The continental breakfast was boring. I can't speak to what it was before covid but there wasn't much to choose from. You had the usual juices, coffee, tea, milk, 2 different breakfast sandwiches, pre-packaged fruit cups, yogurt, container cereal, and oatmeal. That's pretty much it.

Finally, check out. You can go to the front desk to check out or use their App. We chose to use the App. It was...

I really wanted to give this hotel 4 or 5 stars. It is a nice hotel with beautiful rooms and a good location in Arlington. The reason I am giving this Hyatt 2 stars is because of the service my family experienced while we were there. First, our AC wasn't working very well. The thermostat said the room was 64º, but everyone that walked into the room said it felt ~72º. Then the shower wasn't working as expected. We notified the hotel staff of these problems. They said they would send someone up to take a look, but they never sent anyone up, nor did they ever fix these problems during our stay. When I went to take a shower later in the day and noticed that the problem had not been fixed, I went downstairs to talk to the woman at the front desk. She seemed uninterested in my concerns but told me that they would send someone up. I asked if house keeping could also make a stop in there, since they had not earlier that morning, and I was told they would have house keeping come by, too. When I returned back to the hotel that evening, house keeping had not been up to my room, nor was the shower fixed.

Despite this, I decided to extend my stay 1 more night (mostly out of convenience – switching hotels would have been too much of a hassle). I went down to the front desk to talk to them about extending my stay. The same woman was at the front-desk, and again as I spoke to her, she seemed uninterested in the conversation and seemed to have her mind elsewhere. She told me that extending my stay would be more expensive than the price the Hyatt website had listed. I told her that I would extend the stay through the Hyatt website online since it was cheaper, and then she finally told me that I could pay the rate that the website had listed, at the desk. I'm not sure if she was looking at the wrong date, or if she was trying to get me to pay more than I needed to, but regardless, it seemed unprofessional. As she went to extend my stay, she kept asking me how many nights I was extending my stay for, leading me to believe she wasn't paying attention during our conversation, in which I had said many times that I was only trying to extend my stay 1 more night.

The interactions that I had with this woman at the front desk were both frustrating and belittling. I felt uncomfortable talking to her, as it made me feel like I was a burden to her (despite her helping me being her job). The other front desk associates I spoke to were nicer, friendlier, and much more helpful. I do not want one associate to give this Hyatt a bad rep, but I do want to bring attention to...