Hyatt House Denver Aurora Anschutz Medical Campus — Hotel in Aurora

Hmmm, I couldn’t find my review I wrote yesterday 4-14-22 so I’ll just repost it

I stay here when I have doctors appointments at the hospital, and the cost is covered by my insurance. The location is very convenient. The last time I stayed everything was great and staff was great. This time was horrible. We checked in Sunday 4-10-23 (with a 4-12-22 checkout) and was told that the employee that does credit card authorization for insurance doesn’t work there anymore and the GM took over her responsibilities, however he wasn’t there and she didn’t have the authorization. She said there was nothing she could do. So I gave employee permission to charge my personal debit card for ONE night until I could talk to insurance first thing Monday morning. $154 was charged. She assured me that would be all until I can talk to my insurance. A few hours later I seen another charge by Hyatt for $254, putting my account into negative! First thing Monday morning, my insurance stated that the fax for the authorization had been sent prior to my arrival. The insurance tried multiple times to call hotel and it would ring and hang up. (Same issue we had trying to call hotel) I informed the gentleman at the front the desk that the phones were broken and he was rude and said “no they are not.” My daughter had to go downstairs and call the hotel in front of him to show him it wasn’t working. He stated that happens when no one answers the phone. Why aren’t the calls being answered? The insurance called over 10 times with no answer. My daughter had to actually be on her phone with insurance while talking in person to employees and manager. All while I was In surgery! After all was figured out with that, we had asked to get the $254 (that was not authorized by me) asap because that was our food money for our stay. We were pretty much told they could release them but my bank could take a few days. We asked if there was anything else they could do to help us because that was literally all the money we had. They said we could eat at the restaurant and bill it to our room, but would have to pay for it upon checkout. It is now Thursday 4-14-22 and the funds have not been refunded to my account. I understand it’s the bank holdup right now, but my card should have never been charged over $400 ( when specifically told it would only be $154) not to mention the $35 overdraft fee :( I go to hospital every 1-2 months as I am waiting on a organ transplant. That’s stressful enough without all this mess too. Ultimately it was the Hyatt house that dropped the ball with the credit card authorization and did very little to make it right. I will rethink my lodging for...

If I could give 0 star for service and over all experience I would!! I’m very disappointed and furious by my experience at this particular location. first off, service from the front the evening we walked in and checking in 9/15 was just rude and condescending. Drove in from out of state, I had my reservation booked 2 months in advance for an event that’s taking place in the nearby area. I Called the location to confirm my bookings and to let them know that I’m still traveling that I’ll be arriving at a later time but I am on my way. Everything was confirmed and set up according to the person I spoke to over the phone at 3pm only to arrive at the hotel upon checking in to be told I have no reservation!! That there was something wrong on the card on file, processing issue which was No problem right? or so I thought I handed him another form of payment and he told me with an attitude “sorry you have no reservation we canceled it!!! What?!? and there is no rooms available!!!Are you kidding me! I ask why would they cancel my reservation which was confirmed over the phone. At the time I spoke to someone to notify them I’ll be arriving late no one informed me about an issue on the card or issue at all ei; not processing if so I would have offered another form of payment. He continued rudely “well we don’t know that, we don’t know if you can pay so it was canceled” and continued to explain that they tried to hold the reservation till 6pm but I didn’t show up. And told me “next time you travel you need to coordinate and call us to let us know and I don’t think we have rooms available since your walking in late”. At this point I’m infuriated because I did call and confirmed the rooms I booked months in advance and notified that I’m still on the road!!!!! Now here I am 12 hrs of driving in, in the middle of the night, exhausted trying to figure out who has available rooms. I am furious because it didnt make sense to me why a confirmed reservation was canceled! When I did make a courtesy call to avoid such issue. I ask why was I not informed as All my information and email is on file. He just rudely told me “No we don’t, some of the bookings if it was reserve somewhere other than our site blah blah. 🤬 I’m just in disbelief at this point! I called costumer service to figure out what is going on and they can’t give me an explanation of why my reservation was canceled. Nowhere else have I experienced this and in any Hyatt place I have been to until at this location. Hopefully this isn’t a company thing, policy etc where they just randomly cancel confirmed bookings base on assumptions. First impression is a...

I am a traveling first responder. I booked a reservation with Hyatt House on July 31, 2022 as it was close to the hospital to which I am assigned. I was seriously considering making this lovely hotel my place of residence for the duration of my contract until I encountered Naomi, a front desk clerk, as I was checking out.

I passed the front desk on two occasions-each time Naomi was so engrossed in her cell phone, I doubt she was aware I passed by. When I was ready to check out, I stood patiently and quietly at the front desk waiting to be assisted while Naomi was yet again engrossed in her cell phone. When she finally saw me standing there, she approached the counter and had the audacity to scold me saying, “You could have at least said good morning, instead of just standing there.” She had a look of contention upon her face and rolled her eyes.

I calmly pointed out I was merely waiting for her to finish her personal business on her cell phone. I also made sure to let her know that I observed her on her cell phone both times I passed through the lobby-and each time she failed to acknowledge my presence as a guest.

Naomi instantly became agitated to the point of hostility as evidenced by her use of profanity-she loudly uttered “this f@#king job” then proceeded to ask why I was at the front desk with the sound of irritation in her voice, her facial expressions-eye rolling and grimacing, overall body language, tone, and snide remarks.

I told her I was checking out, I laid the key on the counter as I felt too intimidated to hand her the key. With a look of disgust she asked why I remained standing there. I requested a receipt. After a few minutes she told I booked through Expedia and should obtain my receipt from them.

As I left, I told Naomi I hope her day would improve. She readily had a snide retort, that I did not hear clearly as I was exiting the building.

In my travel from the East Coast to Colorado, I stayed in some pretty sketchy hotels when I did not have any better options. I received 5 star service from 0.5 star hotels. Only to travel 1700 miles to stay in a 5 star brand hotel to receive 0.001 star service.

This was my first encounter with the Hyatt Brand. If this is Hyatt’s representation of hospitality, it will be my last. I travel all over the world. I am not accustomed to that level of insolence from employees of highly regarded...