Hyatt Place Charlotte/Arrowood — Hotel in Charlotte

We checked in on Thursday at 3:30 and checked out saturday around 11 the wifi was down the ENTIRE time. While I understand things can happen my frustration is that we were not told upon check in that there was no WiFi available. I had to go back downstairs to inquire about it and at that time was told “it would be fixed soon. They had a tech person coming.” Yea right. I found out their system had been down since Wednesday and the guy acted at first when I asked like he didn’t even know that wifi wasn’t working (even taking time to look at my phone 🙄) and then “oh yea it will be fixed soon.” It wasn’t working even up until we checked out. We don’t have unlimited data and much of our stay revolved around needing wifi. When I told the general manager that it was costing us data (which even that was slow inside their building!) and that I was upset that we hadn’t been informed upon check in and that they acted like it would be fixed that day when in reality it had already been out an entire day with no tech even scheduled for the day they assured me “soon” she did apologize and offered us a 20% discount off of the first night’s stay with nothing for the second night! Honestly kind of more insulting than if they hadn’t offered anything. She said you can check out and I won’t charge you for tonight well it’s too late for us to just check out and try to find another place and it would have cost a fortune to get another hotel booking on same day! So basically we got $20 for all of the hassle 🙄 In addition to that great inconvenience and annoyance the hotel was filthy. The lobby, elevators, and hallway floors were disgusting the entire time we were there. There was hair in our shower I’m our room before we even used the bathroom. I told the front desk guy and asked for Clorox wipes to clean shower and he did apologize and offered to clean it for me but I wanted to clean it myself so at least I knew it was clean before using! All of the halls and rooms have a musty smell. I think it’s probably due to older hotel and lack of cleaning. There were lots of places that it obviously needs updating. Paint peeling and carpet was old and gross. Couch in our room had a stain on it. No microwaves. The bathroom is so small you have to hug the toilet to even get in and shut the door (and I’m not a big person). I will say that the bed was comfy and the sheets appeared clean. The breakfast was decent for hotel breakfast. They had yogurt, fruit cups, bagels, juice, cereal options and 1 waffle maker was about it. But for a hotel breakfast it was at least ok. The staff was courteous. I just felt misled from the onset by the initial front desk person over the wifi situation. Just tell people when they are checking in “the wifi has been out since yesterday and we are working on it but we have no idea when it will be up again. Do you still want to keep your reservation here?” That’s the honest statement. Not “oh the wifi isn’t working? Ok well we have a tech person coming and it will be up soon.” I spoke with multiple people staying there and NONE of them were informed upon check in that there would be no WiFi available. That’s part of what we are paying for and as such should have been informed immediately. I will not be staying again or at any Hyatt in the future. The cleanliness alone was enough to discourage that but then adding in the additional frustration and being offered a $20 discount ... never again. Stay...

First, I would like to say that the front desk staff members do an outstanding job. Lucy, is an angel. It meant the world to me that she helped my grandma make her tea. I know grandma CAN do it herself, but we encourage her to let us help her. For anyone that looks after someone who has needs, the little things mean the world to people who take care of them. From the bottom of my heart, THANK YOU.

However, Hyatt needs to supply this particular hotel with additional front end people. It is not fair for the staff to deal with so many people (especially at night), as well as making guest wait for periods of time with out being helped. Bottom line is that more evening staff members would be helpful to this location.

There was some confusion or miscommunication about the room I had booked. I booked a two bed room, and what I received was a one bed room with a pull out couch. The other rooms were not available due to cleaning service being understaffed. Truth be told, I was not stoked to sleep on the floor on Friday for $140 a night. However, we were able to move rooms on Saturday.

Hyatt! Spend the money and supply your staff team!

Hotel policy's are a "hit and miss". What I mean is that you may not be charged for a particular policy one stay, but be charged for it another time.

There is apparently a $30 "damage fee" to cover any hotel property if ruined. I was not charged this fee before, so it was a surprise when it showed up on the bill. However, the kind desk manager, Joel, was able to remove it.

This is my second time at this hotel, and both times I had my dog. The first time I was not charged $75 (even after offering to put proof of rabies vaccine on file). For the record, the dog is well behaved. When I asked the manager (name?) about it, he simply told me that it was policy. I told the manager I understood, but if there if a policy, follow through with it at all times. He removed it, but honestly, the money didn't matter. It is more important that I can be informed. I was frustrated. I felt like I was being "dismissed' from the conversation by having the charge dropped. I want to be informed so I am prepared for the charge on my bill.

Bottom line, if you have a policy, follow through with it at all times. Inconsistency kills a business. I do not like to be surprised with 'fees" I was not informed of, nor charged for during my previous stay at this particular hotel.

I don't get to see my family as often as I like since I took a job in Florida, so these trips are special to us. I chose Hyatt because it is a higher end type of hotel that has been recommended by close friends. I chose this particular location due to other customer reviews. My first visit compared to my last visit was night and day.

When I left, I felt like we were an inconvenience to the hotel. I am a client who like to 'have it together" as far as reservations and what to expect. I set this trip up for my family, and I feel like I failed them.

It was good to see old friends and family during my visit, but the hotel was not...

Upon coming to the hotel, the systems were down for 2 hours. Or more. We had reservations for 7pm so we were late making our appt. We asked what accommodations would be made and the front desk clerk advised “you can cancel” . Wow I’ve never seen someone say that in a customer facing service but everyone has personal issues so we let it be.

So when I checked in with my rooms, I had two rooms reserved. One of the rooms was not available because they had a door issue( strange). Which still took another hour to fix.

A lot of the hotel employees was in the hallways just talking and tryna fix doors. One of the employees came in my room trying to fix a door that wasn’t broke and was advised by my sister this was the room and also we could hear another employee saying the same but he seem deaf to what were saying and continued to open his tool bag. Then realized and left.

Once the door was completed I was advised they would issued points for the stay, ( which is fine, very accommodating).

So as the night ended, we noticed our keys would not work at times. My mom was locked out of her room. She used the hallways phone to ask if she could get a key sent up because she’s in pajamas and can’t get in the room. The front desk clerk advised “I’m not giving you a key and you need to come downstairs” so my mom hung up.

When I came downstairs I asked “why can’t she get a key” and the clerk proceeded to say “I don’t have to give any keys y’all have to wait until the morning for a manger to give keys” I advised that’s not true you can make keys when someone is locked out. She then advised she wasn’t.

I advised her that she not providing great customer service and that she should not be arguing with people bc they are upset they are locked out. So after awhile she finally say “well I can’t because the systems is down and he(some guy) would have to let us in with the master key. I told her that that’s all that could’ve been said in the beginning to avoid this situation. She preceded to say she couldnt get it out. She was so upset she let customer get free food at the front and after she checked one customer in, she spewed off a series of calling people “bitches” and she walked out and said she quit.

My thoughts are why is some Guy walking around with master key that’s said (he’s off work)? Why is the communication horrible at this hotel? Why are the employees not properly trained in customer service etiquette? Why does corporate not take situations like this seriously ? I felt very uncomfortable all night thinking that the guy with the master key that was “clocked out” was going to let the clerk that quit come back in one of the rooms. Super scary and unsafe !

They said the cameras don’t work but this morning was advised by Mike the cameras do work.

Dykera is the night clerk Will worked with her and the “General Manager” ( Amanda )

Lastly, the sheets had stains! And the towels and washcloths. You guys are too outdated to act the...