Hyatt Place Augusta — Hotel in Augusta

NOT SAFE!!! TOTAL NEGLIGENCE!!!

Staff are not trained to handle basic check-in much less what to do during an emergency and fire! READ STORY BELOW...

First, the first Front Desk agent took an hour to check me in because they didn't know how to operate the computer system.

It only got worse from there... Around 2:00am some kind of alarm in the room went off and I smelled smoke/ burning. I tried to call the Front Desk, but there was no option for speed dial from the room phone so I had to google the phone number to reach the Front Desk.

A different front Desk agent from the one earlier came to check the room and she dismissed it as a smelly air filter. Apparently, other guests had also complained about a burning smell and alarms going off in their rooms too. She offered me a new room on the same floor just down the hallway.

I moved to the second room, but this room smelled like smoke as well. I hurried downstairs and advised the Front Desk lady they would need to do something because it seems serious, especially if other people were smelling smoke too.

The Front Desk lady did not know what to do... I begged her to call 911. She called an non-emergency line and while speaking with them, other guests started reporting the same issues. The Fire Department instructed her to evacuate the guests. She did not know how to do that!!! The Fire Department asked her to pull the fire alarm, but she couldn't find the fire alarm right away and I had to help her with that!!!

The Fire Department arrived very quickly. They concluded that the smell and smoke were coming from the AC units burning off excess debris and lint stuck in their dirty vents. It was cold outside, and the heaters at the hotel started running for the first time.

After this they moved me to a third room. The temperature in the room was around 65F, and I turned up the thermostat to 73F. Within minutes I started seeing sparks flying out the heater and smoke filling the room. I ran immediately out the room and alarmed the Front Desk. They ran to the room (no extinguisher) saw the sparks and called 911.

Fire department returned and confirmed that it was from the AC unit (same issue as other rooms). It was now after 5am so I did not get to sleep after this and just asked for them to identify a safe room to shower and change.

During checkout at 6:30am, the same Front Desk lady asked if I would like a receipt... Imagine my surprise that Hyatt wanted to charge me for a sleepless night. I was frustrated and just walked out.

To make matters worse I had a cough develop that morning which I went to urgent care to get checked out.. fortunately just mild irritation from the smoke.

I've contacted Hyatt Corporate and the Interim General Manager Tim Justice asking for reimbursement for the cost of the room, drycleaning my work cloths for the smoke, and for 1 day lost wages (as I had to use PTO).

It has been over a week and Hyatt has offered ZERO...

World of Hyatt represents a standard of excellence across the board, so I will chalk this up to an isolated event and not reflective of the brand in general...with that said, I am writing the negative review still because of how poorly the staff responded, with the exception of one kind young man. We stayed at Hyatt place Augusta, we’ve been there several times with no issues . However, this particular night, we came in after 10pm and they claimed they were booked to capacity, so they must have given us the worst room. First, even before we reach the door, it began to smell old and dusty. We unlock the door, the smell worsens. We enter into a room with severe water damage on the cabinet (and having turned black it was peeling and beginning to mold) the blinds jumbled and had a significant tear across the side, the knob on the sink jangling like a Christmas bell every time you use it, a drawer (knee cap height, mind you) that simply refused to stay closed and kept creaking open, and a broken refrigerator. There were no blankets or pillows for the pullout bed either. The only thing that kept us there for the night (otherwise we would have left) was the courteous young gentleman I mentioned earlier who was kind enough to replace the refrigerator. We ended our stay prematurely in the morning because this WAS NOT the Hyatt standard, and we are SORELY disappointed. The straw that broke the camel’s back, however, was the employee’s response. We went to the front desk to inform them of this below standard room, only to receive below standard service. Of course at that time the manager was gone, so we were told by a rather curt receptionist that “the system was down for the evening” and there was nothing they could do. After our response she halfheartedly offered $10 off each night of our scheduled stay, as if that was any consolation to staying in a subpar room, that they hadn’t checked recently, that had mold in it. As stated before, I will give Hyatt the benefit of a doubt in this situation and chalk it up to an isolated incident. However, the service HAS GOT to improve. There is a reason the world of Hyatt has the reputation it does, but it was...

I decided to stay in this hotel because it was close to where my mother lives. My mother has Alzheimer’s and my visit was to assist her going to a doctors appointment. Upon arrival there was an issue with my credit card even though I had prepaid so I had to re-scan my credit card. I have to receiving my room key. I went upstairs and noticed The room next-door to me had wood chipped away on the edges of the door, and the key scanner was missing the cover. This made me feel as though the hotel was not safe or secure. Upon entering my room I noticed Vent for the air condition had not been securely nailed down with fasteners and when the air conditioner or heat was on the entire sheet of metal started to vibrate I couldn’t sleep that night so I ended up turning off the he because it made so much noise. the next morning I went down to breakfast and there were no eggs. I went over to my mother‘s house. She’s in the stage of Alzheimer’s, where she gets confused very easily and has a lot of anxiety. To get her to go with me to the doctors office was very stressful and as I was trying to convince her to go to the doctors office I received a phone call from someone’s personal phone. She said she was a supervisor and that because I was recorded as a no-show she needed to go in my room to make sure that my room was occupied. I put a sign on my door that said do not disturb so I was anxious that someone had entered my room without my permission. I also think that the manager should’ve called me from the Hyatt phone. And not someone in housekeeping calling me from their personal phone. I felt like they went into my room to scope out what they could steal. Fortunately nothing was touched. But it gave me a huge amount of anxiety on top of the issues I had to deal with my mother. Without going into too much more detail. I departed the next morning dissatisfied about my stay and about the way. The whole situation was handled. The person that checked me out, said that they would give me points so that I could get a free room for another day and I noticed that it takes 23,000 points for a free room and they gave me 1000 points. I don’t think I’ll...