Hyatt House Charlotte / Rea Farms — Hotel in Charlotte

This hotel offers a mixed review. I stayed with them six nights total. I booked what I thought was the appropriate room type for my needs when originally booking my reservation. I have a chronic illness which causes me to be in a great deal of pain at all times so I needed a room with a bathtub. I also have to eat a very limited diet so I needed a kitchenette. The representative who checked me in did check me into a room with a kitchenette and a tub. I only booked the original reservation for one night to see how I did in the room because I also suffer from MCAS; which is an immune system disorder that make me highly allergic to just about everything including cleaning supplies, pet hair, anything that triggers any one of my senses can cause a flare. The main culprit I deal with that is the biggest threat to me is mold. I explained this to at least 5 of the front desk members ranging from the girl working the overnight shift to the a manager, Kia, and another agent who name I believe was Rachel. So that is why I only booked one night, then added two more, then two more and so on. I was waiting to give my body time to absorb the environment and see if I could tolerate what all triggers might possible exists in the hotel. My plan was once I felt confident I was not going to have a reaction there and once the original manager was back that I had already discussed long term options with(Kia) was back to work. I needed a long term stay somewhere without mold because I had to move out of an apartment due to a mold issue and I wanted to find somewhere temporary to stay until I found a new apartment. Somewhere with a tub as I cannot stand long enough to take a shower, as well as a kitchenette.|I had gone down to the front desk the night before I planned to discuss the long term stay with management and confirmed that Kia would be back in the next day and she would be able to get me all set up in a room with a tub as well as a kitchenette. So, I called down the next morning and was greeted by once of the workers, as I mentioned before I believe her name was Rachel. (short girl, frumpy, wore all black, had a northern accent), anyway, she was beyond rude, disrespectful, unkind and just plan nasty to deal with. She talked a million words per second, would not let me get a word in edge wise, interrupted me, and repeatedly kept talking down "saying "we need that room. we need that room over and over to me like I had done something wrong and deserved punishment. Almost as if she felt I was holding the room hostage. She did not care at all to learn my circumstances, why I had landed at her property, and if there was anything to help accommodate my extricating circumstance.|Even though long term stays are suppose to be handled by a manager; she refused to let me speak to one. She said she would "talk to him and get back to me." Which she did, with the same condescending, unkind, blatantly rude attitude. I was offered no discount on a long term stay and was told "that was the best they could do." She didn't even include the total nightly room price and tried to slide the price before fees and taxes by me like that was the total. Then she started talking about how I'd have to keep switching rooms based on other reservations booked in the system.|I have NEVER in my life be spoken to by someone like that, epically in the hospitality industry?????? So short, sharp, unfriendly and zero empathy for my situation. Honey you might want to look into another profession where how you treat people isn't the bread and butter of the business. She even threw members of management under the bus stating the person I had delt with originally was "too young and naive properly assist me. Then why does she have an authoritative preposition over you then?|Needless to say; when that phone call was completed, I decided not for opt for a long term stay and I will NOT be returning Back to this hotel ever again. |Kudos to KIa--she went above and beyond and did an amazing job. |Rachel--maybe look for something where it's not your JOB to be accommodating to people.|Also, while I was in the room I ran a DIY mold test check kit and the petri dish was covered with white mold growing inside the dish from the cultures it had collected from the air. White mold can be Alternaria, Chaetomium, Cladosporium, Penicillium, and Aspergillus. All of these can pose a possible health treat to people who are immunocompromised. If you have any health issues I would not stay at this hotel, but if you chose to I would not work with Rachel in any matter whatsoever. She will not be kind to you, listen to your story, and check to see if there is any way she can accommodate you specific needs. She is just there to o collet a paycheck and seems miserable when she has to...

We paid more to stay here because of the Hyatt brand. Huge mistake! We had no working AC and when we asked maintenance to have a look they said maintenance lived 45 min away… we had our young child with us who needed to go down for bed so the thought of waiting 45 min just for someone to arrive didn’t seem like a great idea. I asked for another room, they said the rooms were sold out. I eventually came back to the front desk and asked if they had a portable fan we could borrow. They gave us a small fan to put in our room. We ended up spending most of the time in our room with the door open to the hallway due to the unbearable heat and humidity from a NC summer in late July with no A/C. After so much time of my daughter tossing and turning in the bed and complaining “daddy I’m hot” I swore to myself I’d never stay in a Hyatt again. We’d spent more money than comparable hotels in the area were charging, because of the Hyatt name. I will never make that mistake again. The toilet paper holder was also falling off the wall so the toilet paper roll kept falling off, and the sink drain barely worked. When we returned the fan to the front desk, the manager said “oh I meant to call you. We’d like to give you points for a free stay for your trouble”. Unsurprisingly those points were never added to my account. It was a horrible experience and the 3 of us spent the next day exhausted. When I filled out the emailed survey from Hyatt after our trip, I got an email response basically saying “we’re sorry your experience wasn’t what you were hoping, we look forward to welcoming you back”. I’m guessing it was an automated email but who knows. Clearly they’re not concerned about customer feedback to take the time to write a personalized, thoughtful email and consider how they can fix the issue. Don’t stay here unless you plan to check in early and can ensure you have the time to spare for maintenance to arrive to fix an issue if something is broken. Otherwise the rooms were nice and would have been pretty comfortable. Good location with shopping and restaurants. There is a fairly busy road behind it, not that noisy except when a loud vehicle drives past. If we weren’t lying awake due to the heat, those noises probably wouldn’t have seemed like much...

Customer service is greatly lacking. From the front desk associate who took it upon herself to tap my card as if it were her own for over a $200 charge vs the $15 she told me I was going to charged for the deposit, to the staff who answer the phone to tell me yes, I'd already prepaid for the room (ended up being false) and yes, our bar is open on Christmas Eve (wasn't), to the manager emailing me to say they are here to answer any question or address any of my concerns only to not respond back to my questions & concerns. I chose this hotel for my Christmas visit specifically because they said the bar would be open on Christmas Eve. I've stayed at the other hotels close by and some are closed. This mattered because my mother's bday is on Christmas day and of course she never gets to go out anywhere so going to the hotel bar on Christmas Eve is a fun little tradition we've started. Had I been told it would be closed, I would've booked elsewhere. The room charge is a whole other issue that was poorly handled. I prepaid for the room and called 3x to verify over a month before my stay. Upon check-in, I was told I was paying the deposit of $15 a night. The front desk associate checked my I'd and card to ensure they matched but instead of handing them back to me so I could tap my card to pay the deposit, she reached across tapped it. And hit the green button to continue. This was unusual but what barely caught my eye was the amount that quickly flashed across the screen. Had I blinked, I would've missed it. It was the total room rate and deposit. That's when I learned I hadn't prepaid like my reservation and app stated and staff stated a month ago. My issue with this is I would've paid with a different card had the desk clerk told me what I was about to pay. She offered to refund but it was already done and I didn't have 3-5 business days to wait for my funds to be put back. Just handled poorly. I was hoping Hyatt could be my new home base every year but after this, probably not. Will be going across the street for the Courtyard whose bar stayed open until 11pm on...