Hyatt Place Detroit/Auburn Hills — Hotel in Auburn Hills

I really did try to wait for results before writing this, but since I am 6 days out from the incident without so much as a phone call from management or corporate and the run around I guess this is what I have to do. On Thursday 8/28 I came into Hyatt and was booked for 3 nights. Upon check-in the young man at the front desk was having a hard time checking me In, possibly because I booked 3rd party. He also mentioned that the system was new. After 10 minutes of getting nowhere he went to find the "manager" for help. A woman ( i think he said her name was Cristiana or Kristin not sure) came out, smiled slightly at me and went right to the computer without saying a word to the guy af front desk. She then walked away, again, no words. The man at front desk thought the issue was resolved and tried to check me in with my card for incidentals. My card was denied and when I went to check why it was because he was charging me (again) for my full stay plus the incidentals for each night. I told him that I had already paid and he said that it was just a hold and is their normal process. I stepped away to try and figure things out and my mom caught wind of what was happening and expressed to him that this didnt make sense to which i could tell he got offended. Finally he asked for proof of payment which I showed him and he realized there was an issue and stepped away to grab the manager again. She came back, and she didnt say 1 word. The man said something to her and she rolled her eyes and him, then walked away. Myself and the man at front desk were confused and taken aback because she didnt say if it was fixed or not. He excused himself to go speak with her an next thing I know a full blown altercation took place. There was hollering and yelling between the two so loud that the entire first floor could hear. Another employee came out and apologized. At that point I was stressed out and confused. The manager raised her voice more yelling and then told him to get out of her face, he expressed that he wasnt in her face and had only asked her for her help and she walked off on him without explaining if it was fixed. Other employees tried to get them to stop arguing and yelling. The manager grabbed her things and left. No apology, no resolve. Just gone. I also want to mention the GM was GONE for my entire stay. The young man tells us that she doesnt like him and I could already see that from her behavior. He then told me I was checked in. I didnt really get any details on the hotel because he was so frazzled and still angry with her. When I did get to my room I was moved 20 minutes later due to maintenance and put in 617. The bed in 617 had hair in it and we had to go down and get more sheets because they were short staffed. The next day I asked for the GM and was given her card with a number but No answer! I called corporate and was given a case number and was told that if they didnt resolve my issue at the hotel to call back. The man at front desk only offered snacks but no one has reached out for this mess. The pool area is old and dirty, and the bar had no food for us to order as advertised. I am so disappointed. That whole scene altered my day and my mood and the breakfast was terrible. By my last night they had ran out of water bottles to sell or give away. The only thing that was okay was the space in my room. Do NOT stay here. It is basically a motel. I've stayed at Hyatt place Royal Oak and it was better. This place actually needs to be shut down. The manager was unprofessional and the whole thing was unnecessary. I want a refund. Today I called corporate again and my case was elevated , the hotel had lied in the case and said they reached out to me. They did...

It's sad to see inconsistent qualities and service across hotels in North America. I stayed at this location for 4 nights; 3 nights at first and then another one night on my return. (Sun to Wed and then one night on Sun again) The property itself is average. Clear signs of wear and tear. For both my stays, one elevator was not working (only had 2). Not a big deal but just saying, for a Hyatt brand this should not happen. The first stay was alright. Nothing fancy. I mean it's a 3 star hotel. The stay where we came back however was a different story. We arrived at about 11 pm after a long drive of nearly 9 hours through the storm (usually takes 6 hours) so were really tired and hungry. At check in, I requested if we could get a unit with a microwave. The person (I suspect she was the owner or the manager but I could be wrong but she seemed to be working on some hotel accounts) said she will try and then said she would just upgrade me and the unit would have a microwave. SHe then went through the usual; breakfast, etc. Breakfast according to her was supposed to be from 7 am to 10 am. We hoped we would change, eat something and crash. WHen we got into the unit, it was a furnace. The heat was on and would not go off; even after turning it into the a/c mode, it was brutally hot air. Plus there was no microwave. I went back down and we got another room; unit 602. I did tell the lady that 601 had no microwave and she was shocked. She said so sorry but 602 does have one. She said all the rooms on the 6th floor should have a microwave but sometimes they are moved out. The room temp was terrific but no microwave. Both of us were just exhausted. I just went downstairs and grabbed a few packs of chips, came back up, ate those and went to sleep. Next morning, went down at 9:20 to see no breakfast. Turns out it was not from 7 to 10 but rather from 6 to 9. Bummer. My issue here is with the lack of awareness that: a. There's a unit whose temperature control system is not working but yet it was given out. Not sure if anyone else had made any complaint about it but at least the staff cleaning the room should have notified someone. b. The lack of knowledge of which room has a microwave and which one does not. c. And a seasoned person providing incorrect information about breakfast (which is a perk I list but more importantly, we were STARVING.) Also found out that the one in Lavonia is owned by the same management so I'm definitely avoiding both the locations. Hyatt Place really needs to look at the Hyatt Place in Brampton/Toronto as their desired outcome. That place has customer service some of the 4 and 5 star hotels in North America don't provide and cleanliness that is just so close to perfection followed by a staff who truly believes in providing...

Where do began! Don't stay at this hotel unless you are traveling for business or overnight! We reserved a double room for 3 nights due to Labor day weekend just a small getaway. When we went to check in the guy at the desk was courteous. After 10 minutes He didn't understand how to use the new computer system so he asked for help from the manager. The Mgr. didn't say much just fixed it and left. Afterwards the guy tried to double charge us for the room again but we paid in advance. This was frustrating and costing more time. I asked him why if we already paid but he kept saying he didn't see it in the computer. After showing him the receipt he then called the Mgr, again for help. She looked very agitated got us checked in and walked away. The guy went to speak with the Mgr and a heated argument broke out. He then apologized to us and gave us the keys. The room was spacious and appeared clean we finally got settled. Then the front desk guy came to our room and said we had to relocate due to maintenance 🙄 I was over it and wanted to cancel. The room we got had a smaller couch and the sheets were dirty with hair. I asked for housekeeping and no one came. I had to go get my clean bedding after being told they were short staffed. We were offered free drinks and snacks but it still caused a lot of anxiety for us. The thing I didn't like about the room was the sink outside of the bathroom. And no microwave. But there was one in the lobby. The next day we complained to upper management and didn't hear back from anyone later in the day. We was told the GM was on vacation by staff. Later in the evening I wanted a cup of latte since they advertised Starbucks at the bar. Weird thing is I never saw anyone order food or drinks. And not so much as a bar tender or cook. I was told the coffee machine was broken. The breakfast area was still messy and trash filled from breakfast earlier which is nasty. I never saw a menu for the dining room and called but no one answers the phone. I went down to the lobby and the same guy told me the phone was not working. Like really 😒 I asked for a menu and when they found it. I was told the delivery truck hadn't came and they only had pretzels. If this hotel is not the worst I have ever experienced! They have false advertising. Nothing works and the worst...