Hyatt House Branchburg / Bridgewater — Hotel in Branchburg Township

I recently had a deeply frustrating and disappointing experience at the Hyatt House in Branchburg. This incident not only reflects poorly on the hotel's customer service but also on the Hyatt brand as a whole.

During my son’s recent stay for a soccer tournament, housekeeping was not to clean the room, merely to change towels. However, this instruction was ignored, resulting in my son's retainer, left on a countertop, being thrown away. When my son reported the missing retainer to the front desk, their response was dismissive and unhelpful. The housekeeping staff flatly denied any wrongdoing, and the matter was left unresolved, forcing us to absorb a $500 cost for a replacement.

My attempts to escalate this issue were met with a similar lack of concern. Despite repeated assurances that I would receive a callback from the manager, Cassandra Garback, no such call was ever made. After numerous attempts on my part, I finally managed to speak with Cassandra (2.5 weeks later). Her response was astonishingly accusatory and unsympathetic. She implied that my son was either mistaken or lying, completely disregarding our situation. Her stance was clear: she chose to unequivocally side with her staff, dismissing our complaint without a proper investigation. Which do you think is more likely? That her staff mistakenly threw something away, or that my son trashed his own retainer? If housekeeping isn’t responsible, then who else had access to the room? Cassandra was uninterested in helping find any sort of remedy.

This encounter with Cassandra Garback was not only unprofessional but also deeply insulting. It is apparent that under her management, customer grievances are not taken seriously, and there is a blatant disregard for accountability. This kind of treatment is unacceptable and speaks volumes about the lack of training and professionalism at this location.

The way this situation was handled is a glaring example of poor customer service, and it severely damages the reputation of Hyatt. I am left with no choice but to vow never to stay at any Hyatt property again and to advise others to steer clear of a brand that allows such dismissive and disrespectful treatment of its guests. The management at this Hyatt House, especially, needs a serious overhaul if they wish to regain any semblance of credibility and trust...

I booked 2 nights via Expedia with 1 suite king size bedroom. I had late check in because we drove from a different state. The front desk Yaritza (I believe) helped and the nightmare began. First, the check in was “smooth”. She told me that they are 24 hrs front desk and I was told that king size bedroom was sold out and they can only offer queen size bed. My boyfriend and I couldn’t sleep at queen size bed because we are both big person. I asked what can they do for me since I got downgraded. She said third party room type is not guaranteed so I left and called Expedia to find out resolution. When I arrived at my room, I called the 24 hrs front desk via the phone in my room TWICE. Nobody picked it up…. Expedia told me that they need to get hotels approval to refund me the difference in price between queen size and king size bed. I said okay… so Expedia called the front desk but nobody picked it up as well. I told them that I will walk downstairs so they can talk to someone. Meanwhile, I also used my cellphone call TWICE. Nobody answered again. I had to personally walk down to the front desk. Guess what I saw… the front desk (Yaritza) had her AirPod on standing at the front desk. When I stopped at the front desk, she still played on her phone. I wasn’t sure if she’s talking on the phone or listening to the music. I would have to say the AirPod quality was great that she couldn’t hear the phone rings. I mentioned that I called so many times but nobody picked it up. She said “ what’s up” without any apologies. I asked her to talk to the Expedia representative so I can get my refund for the partial. She told me that if she accepted it, then I can’t change to king size bed for tomorrow. I was threatened to keep staying at queen size bedroom when I paid for king size bedroom for 2 nights. We ended up staying at queen size bedroom for that night. I was half sleep and my boyfriend was up all night and slept only 1 hour in the morning. To conclude, this is wonderful service I received. No apologies from the beginning. Tons of attitude for the entire night. No problem solving. I am still very upset and mad with the front desk. If you want to enjoy a bad day, I highly...

Message for Hyatt, The H mart security is a joke. I dont know how much of the mart the camera is covering but I witnessed 2 kids about 11-12 years old shoplift. I suggest improving it.

Stayed here for one night and have some things to say. Upon entering we checked in immediately. We had room 144 and the front desk explained the directions a little confusing. She said to go down the hall and take a right. Apparently what she meant was got down the hall next to the elevator and then take a right. So upon entering, the room smelled like orange flavored gum and the room was very clean and very well cared for. The beds were comfortable along with the pillow, but you have to tilt the tv so you can see it while in bed. Also they have a tiny desk for work space. I realized that travel baseball teams were in the hotel. They were ding dong ditching and so you could hear them running around the second floor. Thankfully we didn’t get ding dong ditched but it was still annoying to hear them. When seeing the toaster this morning, I wasn’t happy to see what it looked like. I cant believe someone would put a plug in a toaster as this is a hazard. Its just generally not a good idea to put anything into something that conducts heat. Breakfast was good except for the eggs. I dont know for anyone else but I thought the eggs tasted nasty. Everything else tasted good though. Also I know that they put in ice to keep the OJ cool, but to be honest, the ice takes away the flavor of the OJ and so its tastes weird. Otherwise I like how this place has a option for outdoor seating since the scenery is pretty, but there is a slight ant army problem.

Area Hygiene: 10/10 Staff Friendliness:10/10 Safety Level 3/5 Room Security:5/5 Environment Friendliness Level: 10/10 Food taste:8/10 Food quality:8/10 Satisfactory level: 8/10 Overall...