Hyatt Place Boston/Braintree — Hotel in Braintree

Poor front desk service at night shift.

We called ahead this afternoon to confirm what room will we get before check-in since I only reserved king size room with sofa bed at first(their website described the sofa bed is full size bed and the guy who answered my called on 7/13@10:40 pm also said so). But, today when I talked to the lady who was very nice and helped us to switch to double room with sofa bed at 3:32 pm on 7/18/22, she was sweet and encouraged me to change room to double bed room with the sofa bed, so my kids can sleep better. I was so touched at first, because she knew the fact of the sofa bed condition is smaller than a full size bed! Not like the very first time when i called at night shift at 10:49 pm on 7/13. The guy who doesn't know exactly what their room conditions, that's why I booked the king size bed in the beginning. However, when we checked in with Isaac on 7/18, he didn't mention any change until we walked in to our room which is 233 with king size bed. The room telephone is not working, the ac is 67F and cannot change degree as well, so I called the front desk via my cellphone. Issac said the hotel bedroom were ALL SOLD OUT tonight, I can only talk to the same lady tomorrow. But i asked how about tonight? He answered "I cannot help, all sold out" with cold tone. What an great excuse. He was even wanting to stop the conversation immediately, so I asked can I talk to his manager, he said our conversation is end, than Hanged Up my call????! My very first time to be hanging out with a hotel front desk service in my entire life! My kids were shocked when they heard the phone was ended that way. How rude a resprentative at hyatt place in Boston? I was sad and went down to talk to him directly with my husband. He said he can check out us immediately since we are not satisfied with the stay. My goodness, he ruined my mood of 15 years anniversary celebration trip!

Issac needs to be trained more, I know he is and was busy, if he cannot taking care that many customers, why not having more front desk servers at night? Issac threatened my husband to leave immediately because my husband took a picture of his name since my husband wants to remember his name. At such late time, where can we go?

For the room, the room is OK, phone doesn't work, wall has dent, door stopper is broken, no microwave, the ac took whole night to back to 72 degree, the king size mattress is good, but I found dirty pillow but since every complaint has to dial "0" to go through front desk, we have to gave up to talk to the same person to keep our good mood for the rest of our 2 weeks vacation. The sofa bed is not good to fit two 12 years boys, it's really smaller than full size bed as the afternoon lady mentioned to me, but kids accepted the fact since they learned the situation.

There is NO heated jacuzzi or pool at this moment. They are CLOSED for renovation.

I hardly wrote reviews this long passage, so you know how sad and mad I am. If Issac had better manner with better communication skill, the situation will not like this way. Hyatt place service needs to be improved to fit it's own brand, today's experience is even worse than the other 2 or 3...

This hotel is truly an EMBARASSMENT to the brand name Hyatt, a brand that myself and my family have trusted for years as a solid high(er) end hotel brand. Our nightmare took place during the period of October 10th-15th, 2023. I was attending a health care conference and my wife was accompanying me for tourist purposes. We are Canadian.

October 10th-13th went by without any major issues. The hotel staff seemed okay and the included breakfast had been good up until that point. Things started going wrong around 1pm on October 13th when the power went out at the hotel and an alarm went off. I was at my conference but my wife had to evacuate our room and stand outside for 2.5 hours (3:30pm) until electricity was restored. Thereafter, she was informed that she could not return to our room until it was confirmed that the power was running through the fire safety system.

We both figured that the issue would be sorted out within a couple more hours and we met at 5pm to attend a tour and enjoy dinner. We heard nothing further (via email/phone/text) until we got back to our hotel at 11pm that evening to 2 police officers standing in front of the hotel. We were informed that the building was being evacuated and that we would have to be escorted to our room to gather our belongings. The hotel DID NOT let us know about this until our return that evening. They DID NOT take any responsibility, offer any relocation or vouchers for a different hotel. They pretty much said “you’re on your own.” We looked for hours and the cheapest hotels in the area were over triple what we had paid per night for this hotel 3 months prior. The general manager was extremely rude to all the guests and completely unhelpful. There was no organization and clearly no planning. He was extremely unprofessional and unapologetic; one of the most rude hotel managers I have ever dealt with in my life.

As a result of this incident, we were stranded with all of our luggage in Boston, moving from place to place like nomads. I missed four of the most important sessions at my conference and my wife missed a half-day of booked tours. Honestly, nothing this hotel can do will compensate for the unnecessary stress we suffered that weekend. And, this likely could have been prevented in large part had they had the foresight to provide their guests with the 7-8 hours notice they had that the hotel's issue would not be resolved that day. That way, most hotels wouldn't have been sold out.

Interestingly, 24 hours after we left, this hotel was back online and back in business. We inquired into how much they were offering our room for and they quoted us triple what we had previously agreed to per our reservation 3 months earlier. Convenient to kick out your guests in the middle of the night and refund what you've received as the going rate months earlier, only to turn around and triple jack up the price the next day. Pretty sad and corrupt...! Honestly, they should rename this hotel as "Place Boston/Braintree." It is not worthy of the...

I do not usually leave reviews, but to anyone looking into the Hyatt as a wedding hotel or a venue I believe it would be a public service to report an incident during my wedding block for the Hyatt Boston Braintree that I believe was handled extremely inappropriately.

My wedding block consisted of at least 22-25 rooms booked on 2 consecutive nights (Friday 10/13/23- Saturday 10/14/23). There was an emergency power outage the afternoon of 10/13 at the Hyatt Boston Braintree, and all of the guests were evacuated from the hotel and not allowed back into their rooms after check in, or even allowed to check in in the first place despite booking their rooms months in advance. The solution to this issue that the hotel came up with was to book these guests ONE night at a far away hotel (the Sheraton four point in Norwood) and not give any compensation for the following night. In fact, even many guests who had booked with the Hyatt for the evening of 10/13 with our wedding block were turned away and told there were no rooms available for them. The rest of the guests who were lucky enough to secure a room for the night of 10/13 were told they would have to check out at 11am on 10/14, in the middle of the wedding day, and not told where they would have accommodations that following night (if anywhere!) leading to a state of mass confusion and panic among my guests.

This incident has left a horrible impression on my guests for my wedding weekend, and has completely soiled the Hyatt’s reputation with my wedding guests for years to come. Instead of being able to enjoy our wedding, my guests were struggling to find last minute accommodations at top dollar elsewhere in the city. When we called the sales representative, Camille Murgo, and discussed this issue with her, we were met with further conflict and difficulty as she told us there was nothing else she could do to remedy the situation. When I contacted the manager of the hotel about this, Adam Butner-Burroughs, I was met with absolutely no sympathy as I was describing this situation in tears on the morning of my wedding, begging for solutions. The Hyatt corporation offered none.

Of all weekends, I was hoping my wedding weekend would be one of relaxation and excitement, especially given I had signed a contract for this hotel block over 1 year in advance. Instead, I was met with nothing but frustration, conflict, and hardship for something that was completely out of my control but within the control of the Hyatt corporation. I sent multiple emails to the Hyatt customer service center to make them aware of this horrific incident- these were completely ignored and nothing was done in compensation. Future guests would be wise...