Hyatt Place Phoenix/Chandler-Fashion Center — Hotel in Chandler

I have never received such awful service at any hotel as I did at this Hyatt place. My husband worked as a General Manager for 10 years at a neighboring hotel until we moved out of the area. When we had to go to Chandler for a funeral we decided to stay at this Hyatt Place knowing it was an older hotel that has been recently remodeled. We wanted to stay here because of location. When we booked we booked a patio room and paid extra each night for this room. However, when we checked in they did not inform us that they no longer had this room type available. When we went the front desk to explain this, they told us that they no longer had a patio room available and that they would have one the next day available for us. I was upset but agreed that after my long day at a funeral I would come to switch our rooms. Next day went to the front desk and yet again was told that they had planned on a guest leaving and was going to give us their room but the guest decided to extend. I was very unhappy and knowing how the hotel industry works questioned why they would allow the other guest to extend in the same room type if it wasn't available. They continued to just make excuses up. They promised there were plenty of these rooms available the next day and they would switch us. The next day not thinking there would be any problems my husband went down to switch the room. The man attending the front desk told my husband none of those rooms were available. Now, three days in a row of this was making us very upset, not to mention we paid over $100 extra for this upgraded room and they gave us a downgraded room. My husband asked to speak to the GM because she was apparently the only person who could do anything. He refused to call her and said she would be in in a hour....however we were leaving and would not be there when she was. Again my husband rightly upset asked to call her so he could speak with her and the front desk agent asked my husband to leave. When my husband came back to the room the phone rang and it was the GM. She did not ask what was happening or what the problem was...she simply said to my husband that he had two options: to stay in the room we had been given or leave the hotel. Having been a GM for many years he was so confused as to this conversation and asked what the problem was. They GM at the Hyatt falsely accused my husband of cussing out the front desk staff. We have been in this industry too long to know this was just a full blown lie and my husband requested that she pull footage of the security video to show he never did such things. We went down to the front desk and were baffled by the incompetence of this staff. We decided to leave and stay at the Residence Inn in south chandler. Do yourself a favor and stay there. Amazing facility and great staff. Never had a single problem. This was the craziest experience I have ever had. I know how hard the hotel business is so I empathize with hotels for the most part but this was unlike any other experience I have ever had.

A few other things to note: *My sisters room had pet hair all over the couch and had to switch rooms because of allergies. The room was humid because they had just cleaned the carpets most likely because of pet stains. It smelled awful. *Pool was not heated and was...

I almost don't have the heart to do this, but such a bad experience! And all the other reviews I have given on Google you will note online 5-star reviews, some even requested by local businesses just starting out, so I'm by far a Karen. However, this tale needs to be told due to unbelievably poor customer service.

I wanted to do sort of a staycation thing, bc my boyfriend and I spent a great few days at this hotel quite a few years ago, and remembered the great pool, looking at the stars at night out in Chandler, and finding many cool restaurants in the area. Unfortunately, I didn't feel well the day I was to check in, food poisoning, which is another story, so I called and asked if it was OK if I do a late check in the next morning instead. I was told that wasn't possible, I'd be canceled out of the computer system, which I thought was only going to be for that one day, and I could sort of see it, since I had reservations for 2 nights. But I told them OK, I'd get there, though it wasn't pleasant, as I'm not one to waste money and this was prepaid. So, I was traveling there that night, still a bit ill, when the shuttle I was on literally broke down and was smoking in Phoenix due to the heat. I then called the front desk a second time, spoke to someone named Jonathan, I believe, and he was very polite and normal/decent sounding when I told him the situation and expressed I had a reservation for the second day, too, so could I please just come and check in for the second day at this point/forfeit the first day? To which he responded, "yes, of course." Normal, kind, so I was satisfied with that.

Long story short, that's what I did per this Jonathan's advice. And they refused to check me in the next day. I talked to Expedia, they called the front desk with me right in front of them with a suitcase having traveled 10 miles, and still they refused to check me in just for the second day stating that since I was a 'no show' that first day, I forfeited the entire stay. Which has got to be the dumbest, poorest customer service lacking all critical thinking skills and common sense, as they were being ordered by a computer as they told me, to refuse to let me stay for the one day I could have of my vacation.

I do not look homeless, I do not make unpleasant scenes, and I have never experienced anything like this before. I mean do such front desk agents think a customer is not going to complain after something like this? Do they think this is going to reflect well on their nice hotel, that they don't care about their guests? The computer system is not paying their wages. The customers they serve are. And I am going to contact Hyatt management with this situation and complain there, as well.

Other folks, be forewarned and try not to make any little mistake, or the computer might refuse you service. I suppose, according to this logic, if I had booked for 2 weeks, instead of 2 days, but was unable to show up the first night, I would have lost around $1,000 rather than $200....

I'm staying here for 16 nights. I'm on my 9th day and I'll have to say that this is a great hotel. The customer service is amazing. April and the 2 guys who work the front desk at night (Lucas and Warner, I think?) have been very friendly and accommodating. It's obvious that the guests' happiness & comfort are their biggest priorities. They make an effort to remember you and your needs.

I'm staying in an accessible room with a king bed and a patio. It's pretty nice. It could be a tad bit cleaner (I found a couple of things from previous guests stuffed between the couch cushions and a long strand of black hair on my bed when I arrived, and the windows are filthy), but for the most part my room was clean. My biggest complaint about the room is the bed. It's pretty much like those 30-year-old stiff and creaky mattresses you'd find at your grandma's house. It messed up my back. I wish the hotel would update its beds. The front desk did give me a couple of comforters to add some padding to the bed. It helped a little bit, but I still long for my Leesa mattress at home. If you have a bad back, ask for some extra comforters!

The breakfast options could be better, but I understand why the hotel has to serve only prepackaged foods. Thanks, COVID! They try to serve a variety of options, though. I've seen fruit cups, yogurt, cereal, boiled eggs, prepackaged pancakes, prepackaged breakfast burritos, instant oatmeal, fruit bars, and muffins. I'm on a plant-based diet and luckily there were a few options for me. They also serve coffee and tea. I appreciate the effort.

The pool is awesome. The courtyard is really nice, too. People don't always pick up after their dogs, though. There's dog poop on the grass, but I understand this isn't the hotel's fault. I hope they'll clean it up soon. Speaking of dogs, I have my service dog here with me. I'm happy with how pet-friendly this hotel is.

In a nutshell, you'd get a lot of value for your money if you stay here. I'd definitely...