Hyatt Place Dallas/Park Central — Hotel in Dallas

We booked the Hyatt Place on July 13 2019 for 2 rooms, 4 adults and 2 children, under 1 years old and 4 years old.

When we set out to travel from Melbourne, Australia to Dallas, TX - a 30+ hour journey door to door, our initial flight was cancelled and we had to go home, return the next day and go again. All this with 7 pieces of luggage, 2 kids, grandparents and us. I called the hotel from Melbourne and advised the manager on duty of this and explained that we are likely to arrive 24 hours later.

When we finally arrived in Dallas and go to the hotel at 8pm on the 3rd of September 2019, we did not expect to the have experience we had upon check in. Here is a bullet point summary of what happened:

There was a PRINT OUT on the reception desk advising that the hot water system broke on the weekend and due to the long weekend it was unknown when it could be fixed.

The receptionist (who was rude, unpleasant and totally not even wanting to hear about our situation) told us that there is no hot water and that they emailed me to advise. I opened my phone and showed her the 4 or so emails I had from the hotel and that they certainly DID NOT email us. She then said "Oh we were supposed to call you to advise you. You were on my list." It's 8pm on the evening of the check in - when EXACTLY was she going to call me?

I calmly but firmly advised her that I spoke to the hotel staff 24 hours previously and that no one advised me of this. She said that they expected it to be fixed by the time we arrive. However, when pressed further she said that they did not know when it will be fixed as it was a long weekend! So 2 lies already and we haven't even started yet.

I told her that we have a baby that has just travelled 30+ hours and a 4 year old child! She said that we can have "compensation" that is a FREE CANCELLATION and go to another hotel. However the closest Hyatt Place has broken phones so she cannot call them.

Considering we had luggage lost by the airline, 24 hour delay and it was 8:30pm by that stage with kids who were in a condition that is impossible to describe, we decided to stay. Receptionist offered to bring boiled water from the kettle - which she did and tried to give it to my wife who was holding the baby and the rest of us were trying to get our 6 pieces of luggage to our room and our half asleep son. She was handing a bowl of HOT WATER to my wife who was HOLDING THE BABY - and at no point did she offer to take the bowl to our room.

We asked for compensation again and were told that none would be offered. Not even a discount to the room rate.

Every day we asked the staff for a resolution and every day we were told they had no idea when it would be fixed. We heard phrases like "I did not go and break it, so don't ask me!" and "I don't work for the plumbing company, so I don't know when the parts will arrive!"

By Friday we had enough and booked another hotel and moved out on Saturday morning.

When we checked into the Marriott Hotel and told them about our experience with you they offered us free wine - they said it sounds like we needed it! That is a great customer service - something I did not see an ounce of at your hotel.

Your hotel knew (from the booking as per above) that we had a baby and a small child in our booking and yet did not bother to address this when the hot water went out - that is not just bad service, it is negligence!

Months later, no apology, no refund, nothing. Sent emails to managers, Hyatt Place head office, facebook ... nothing. This will be posted on every travel blog and every review site so that other customers can avoid such terrible...

When I booked this reservation, I noticed on the website that it said “newly renovated hotel“. Upon entering, the lobby was dark, and half of it was closed off. Registration was at a couple of temporary tables along the lobby wall. clearly renovations are ongoing…||There were five people ahead of me, with one checking people in at the hotel. The process was slow…||My big problem was that I was assigned a handicap room. I really don’t like staying in handicap rooms, as it’s just a reminder of many hours spent caring for family members the past few years. I asked for another room, and was told they didn’t have any.. Then I was told, repeatedly… that the room I had was not handicap equipped. ‘You have our standard room,’ the desk agent told me OVER and OVER. (Friday evening, 9 pm Oct. 23rd). He was awful.||Funny, there’s the universal handicap symbol outside the door, a shower chair in the middle of the bathroom floor, four grab bars around the bathroom, and other modifications. See photos. What a JERK!!||I repeated that it was a handicap room, but he kept arguing that it was not. So I just cancelled the rest of my reservation and said I’ll stay one night. Left first thing in the morning.||If you read the reviews ( I did it too late), you will find numerous complaints about deferred maintenance issues:||Elevators: Complaints that one elevator doesn't work at all go back MONTHS!! It still does not work, and the other elevator doesn't function properly. Waits are a mess, and signs are posted to use the stairs....not great for some people on the 6th floor. I did it...but it was bad. The broken elevator was acknowledged by the AGM the next morning. MONTHS of 'out of service'. What the heck is going on here?||Breakfast: You will read numerous complaints if you research. THEY ARE ALL TRUE! This service was less than the Hyatt Standard. First of all, if you open at 7 am...be ready. She was bringing yogurt out at 7:20. Offerings were NOT the Hyatt Standard. It was pretty awful.||Rooms: Yes, they are renovated... but the WINDOWS leak water (major leaks), and the A/C is old and noisy. (A lady showed me the water coming into her room during a storm that night...it was AWFUL!) This renovation could be referred to as 'LIPSTICK ON A PIG'. Clearly, they are painting and carpeting...but not fixing the infrastructure!! This place is a mess!||The noise is awful. My room faced the freeway, and it sounded like I was ON THE FREEWAY. No sound barrier at all. Then there is the OUTSIDE noise. Parties the night I was in the hotel, and the hallways were LOUD. A call to the front desk did nothing, as expected. I didn't sleep....and I NEVER have a hard time sleeping! ||Consistency among Hyatt Place hotels seems to be failing. This hotel does NOT deserve the HYATT flag. I left the hotel and will not return.||I’d suggest looking at reviews from the past three months; you’ll see all about the nonworking elevators and everything else. The worst is all true. Don't believe the positive comments!!!!||I’m at another property near the Galleria that is...

ROOM 518 HAS BED BUGS.

Friday, a friend and I arrived for a weekend girls trip. FOR STARTERS, the toilet did not work. Maintenance took care of it sometime during the afternoon, while we were gone. Friday night we went out on the town, when arriving to the hotel that night the gate, that was locked during the day was not even shut. There was NO PARKING AT ALL!!! After speaking with front desk they advised me to park under the awning behind the shuttle van, mind you there was not much room and I was blocking in the person parked in the handicap spot. So drove around found a handicap spot and parked in it, advised the front desk at that point that I had to park in handicap. Saturday mid day while getting ready my friend discovers that she has these red itchy bites on her arm. We did not think much about it because at the time there was no whelp, but working the dermatology field for years I treated it immediately for her. Saturday night, we went out on the town again. After arriving again the gates never shut and another night of no parking? For the hotel we have paid to stay in. So I PARK IN THE FIRE LANE with approval of the front desk but not safe at all. Lady at the desk JESSICA was a doll, helped us with our complaints etc and had JOHN the manager call me who offered me two nights free. At that time I thought that was fair enough, I just wouldn't got back to the specific location. TODAY IS MONDAY, and after confirmation my friend has bed bug bites. We stayed in ROOM 518, we had a double bed. She slept closest to the wall divider and I slept in the bed next to the window. Bed bugs bite in threes they whelp and are usually itchy and red. I did not have any bites. I called JOHN the manager today to advise him, he wouldn't really talk I had to say HELLO, to make sure he was even on the line. Mr.John told me he would have to have the room looked at and would get back with me. I asked him if there was someone over him that I could speak with because I want a refund, he stated that, that was why he gave me two free nights. I have never stayed at a Hyatt, but last minute trip on valentines weekend there wasn't many options. SO, I go to leave this review. I see a search bar in the reviews and so I search BED BUGS. There was a review from 2wks ago about BED BUGS, so I continue to read them all and there is multiple reviews FOR BED BUGS. BUT THE ONE THAT CAUGHT MY EYE WAS THE ONE FROM 3WEEKS AGO. A couple had stayed in the same room 518, the person affected was in the same bed my friend was in. At this point I have called Corporate to make a case they said would take 72hrs or less to hear back. CLEARLY THERE IS A BED BUG ISSUE!!! THE MANAGER HAS TO BE AWARE OF THIS DUE TO THE OTHER REVIEWS. I WOULDN'T HAVE EVEN LEFT A 1 FOR THIS PLACE IF IT...