Hyatt Place Dallas/Arlington — Hotel in Arlington

*A Room Full of Issues: Hyatt Place Arlington, Dallas – Not Exactly What I Signed Up For!

I recently stayed at the Hyatt Place in Arlington, Dallas, from May 31 to June 8, 2024, and my experience was extremely disappointing. There were several issues that significantly impacted the quality of my stay, and despite my efforts to resolve them, I received minimal support from the hotel.

This trip was initially planned with my two-month-old baby, but due to my baby’s illness, I had to make last-minute changes and travel alone. Thankfully, I did not bring my baby with me, as I can’t imagine how I would have managed with the numerous issues in my room.

When I arrived on June 1 (a day later than planned), I was disappointed to find that I was not given the welcome package that other guests received. While this may seem like a minor detail, it made me feel undervalued, especially after I had already informed the hotel of my situation. Upon entering my room, I found the air conditioning to be malfunctioning—initially, it was uncomfortably cold, and when I returned later that night, it completely stopped working. The TV wasn’t functioning either. I called the front desk, but they said maintenance wouldn’t be available until the morning. As a result, I was left in an unbearably hot room with no entertainment. The following morning, a technician confirmed the AC issue but was unable to fix the TV. When I requested a room change, the front desk initially agreed and said it wouldn’t be a problem. However, after speaking to the management, they denied my request, claiming there were no available rooms, despite seeing availability on Booking.com.

Additionally, the room wasn’t properly cleaned—there was long hair in the wash basin, which I chose not to report given my previous experience with the front desk. The fluctuating room temperature was also a major issue, especially since I couldn’t adjust the AC or read the display due to it being completely dead.

The situation worsened when I visited the bar to grab some salt and pepper. The staff made unwelcome and mocking comments, which were not only unnecessary but also insulting. As a paying customer, I felt disrespected, and this behavior was completely unacceptable.

When I reached out to the hotel via email to request compensation for the inconveniences, I received no response for over two weeks. After following up with customer care, I was eventually told to contact Booking.com (where I made the reservation) for any compensation. Despite contacting them and sending an email to the CEO, I received no further communication or resolution.

As someone who chose Hyatt for its reputable service, I am deeply disappointed by the lack of professionalism and customer care I experienced. The issues with the room, the unhelpful staff, and the overall lack of response to my concerns have tarnished my perception of the Hyatt brand. I hope the company takes this feedback seriously and improves its service and customer relations...

We were very disappointed in the service and response from the GM Justin Bell at your Hyatt place Dallas/Arlington hotel during our recent stay. There were two significant incidents that show managers and staff need more training. The GM appeared unconcerned about staff reaction to both incidents.

First the hotel was included in tornado warning area issued by NWS. When I asked at front desk about procedures for weather emergencies they were not even aware of the warning.

Second incident was that we got stuck in elevator on first floor when doors wouldn’t open the next day. Rang alarm. Nothing happened. Called front desk on my cell. I was told “ok, I’ll call someone” then was hung up on. Then all buttons on control panel went blank. No communication from anyone. My 10 year old grandson became very scared and upset. Got out when elevator went up to 5th floor in response to a call button being pushed by someone on that floor. We got off and walked down 5 floors and requested to speak to manager.

GM Justin came in 5-10 minutes. We expressed our concern regarding very poor communication from hotel staff for both incidents. He said we were not in danger from weather incident. He said the hotel management was monitoring the weather (but apparently did not communicate to front desk staff). We had gotten weather alerts on our phones. When we checked on tv it showed Arlington within the tornado warning area. Yet the front desk had no knowledge of it. How can they advise guests if they aren’t notified themselves?

Then discussed the elevator incident. Justin said he was glad we got out quickly. He said the elevator contractor had been called to check the elevator. He even said there had been several recent incidents with the elevators but the contractor said they were ok. We asked shouldn’t there be some sort of sign advising people. Again very poor communication. If someone is stuck in elevator you stay on the phone with them, you communicate while waiting to resolve the problem. He didn’t seem to understand that concept.

We never asked for any compensation for the incidents (although I think some should have been offered). We simply expected some understanding and acknowledgment that better communication and training of staff was appropriate. His final response was that he felt his staff did all that should be expected. We had two rooms and spent over $1000 at the hotel. It seems like we could have expected more from him and he should get some sensitivity and communication training for himself and his staff.

I assume this would not be performance that senior management of the Hyatt brand would...

Upon arrival to the Hyatt Hotel in Arlington, TX on Friday at around 10:45-11:00pm after a 5 hour drive from home. We find out the hotel is under renovation, at the time of reservation, nothing of that sort was mentioned except for the pool not being available. As we check in, Mr. Gonzalo Assistant Manager stated for us to be aware that the construction was scheduled to start at 9am the next day. He handed the keys and we went on to our assigned room. The moment we walked in, we could smell urine as if the mattress hadn’t been replaced for many years. The shower didn’t have a shower curtain and there was only 2 towels. As my son had to use the restroom I went downstairs in attempt to use the restroom as well, but! It was out of service. Because the smell of urine was too much to handle, we requested to be moved to another room. Walking in to the new room assigned, we could tell someone had had Italian dinner as it smelled like it had been cooked in the room. Being midnight by now, all we wanted was to sleep. The whole night we were all sneezing and with stuffy noses due to the food, mold/humid smell, we couldn’t even tell which one was affecting us. Saturday morning my wife and kids went downstairs to pick up breakfast in a bag as we knew it, along side other guests my wife had to inform the lady at the cafeteria that it was Saturday and the schedule said breakfast would be available until 10am. It was 9:30. The lady had replied very rudely with “We only serve breakfast until 10 on the weekends.” She obviously had her days mixed up. We ended up leaving to our soccer event which was the purpose of our trip. Not having spent in the hotel more time other than our sleep time for 2 nights, we got home to a $150 charge for property damage that was honestly not caused by us. Mr. Gonzalo stated unfairly and unethically that we had broken the coffee table therefore he had to charge us for it, not considering my word for it, which was the complete honest truth. Mr. Gonzalo was very adamant that we caused the damage and would only refund us one night of stay which was $40 less than the charge of the small table. After several calls to the corporate office we finally got to a kind lady named Pricilla that obviously had moral ethics and reimbursed us the $40 difference to total $150 of the charges for “damages”. We travel a lot for our kids Club soccer which happens to be an international team and after this experience with Hyatt, about 20 of us will not be choosing them again. Spend your money wisely, where it’s...