Hyatt House Fort Lauderdale Airport - South & Cruise Port — Hotel in Dania Beach

Upon getting ready for bed after both children finally fell asleep, I opened the covers and found a great amount of hair in the sheets, the fitted as well as the flat sheet. I immediately went down to the young man at the front desk and told him about the discovery and asked for clean sheets since changing rooms would be impossible with a sleeping toddler and infant. I proceeded to try to get in touch with the shift manager the following morning. The front desk was very kind in trying to get me in touch with Marcello, and even called up twice to ask if I wanted housekeeping. I declined since I was settled in and I did not want anyone in my room, especially since housekeeping already dropped the ball. She even asked if Marcello had contacted me yet and was surprised when I told her no. This was at 10:00am on March 11, 2025. She proceeded to tell me he planned to call at one point during the day but we were headed out, it would be ridiculous for us to stay in just to wait for his call, so I gave her my personal cellphone number for him. We never received a call. We did not get a message on the hotel phone either.

The morning while checking out, the staff member called Marcello again in front of me to see if he would be able to speak with me since we were on our way out. He told her that he was on a call and to remind him. She let me know she would be reminding him throughout her shift until 3:00pm. We had not had any contact with Marcello.

I come from a background of hospitality and I understand a strand of hair here and there when folding laundry. However, a bed full of hair and not even an attempt to resolve the issue and give an apology for the inconvenience is more than disappointing. I made many attempts and gave many opportunities for him to reach out and it seems like our stay and comfort is completely disregarded.  We actually didn’t strip the sheets but instead put the covers back and put two layers of fitted sheets and the flat sheet on top in hopes we would be able to show the manager how much hair was actually on the bed but we never had a chance to.

Marcello finally contacted me on 3/13/25 at 11:43am to discuss our complications at our stay. Quite honestly I was dissatisfied with his lack of apology. He used the excuse of it being a hotel and there being many tasks and guests, which I understand to an extent but when a guest is personally trying to reach out multiple times for 2 days, it’s unacceptable. We were not a priority. Guests that went out of their way multiple times to talk to him are not a priority. He also tried to put some blame on me by saying he called up to the room yesterday but we had already left…the staff member at the front desk had already told that to him when she phone him 3/12/25 morning as I was checking out. It also doesn’t make sense of why he didn’t just call my cell phone when he had it. I had to spend my time speaking to him at his convenience while my children waited on me.

What I find most disturbing is that he didn’t sound sorry but also he was asking if anyone tried to resolve the issue and if front desk apologized. The blame was being shifted from the assistant gm of this property and I found that appalling. The front desk and others can only do their job with the right leadership and this was a horrible display of leadership. Again, the avoidance and lack of accountability is shocking. At one point he tried to tell me how hospitality and hotel business was conducted and that’s without knowing what background I have.

I understood that because I booked through Expedia that I would not be getting a discount or refund this was made this clear when I spoke to front desk the morning after we arrived. However, she did tell me that if I had booked directly, I would have my stay comped. He told me that I would be receiving enough points into my world of Hyatt account for one nights stay at any location but at this point, it wasn’t about compensation, it was about integrity. Perhaps this is the standard for World of Hyatt and...

We stayed at Hyatt House for 2 nights (May 15-17) pre-cruise on Icon of the Seas. We called the number for the shuttle on arrival at the airport and had not problems finding the driver. He wasn't the most pleasant and drove a bit erratically, but got us to the hotel safe. Check in was easy and we were given a room on the 4th floor. It was a handicapped room which we did not book, but was fine.||The room was large with a separate sitting area with sleeper sofa and TV. The kitchen had a cooktop, fridge, dishwasher, sink and small dining table. Anything you would need to use for cooking or eating was in the drawers and all appeared clean, but we never used any of it. Fridge was clean and did not smell and also had a freezer. The bedroom was nice size with a king bed, desk, lamps and another TV. Bathroom was large with only one sink, closet and a tub. Plenty of towels but not really anywhere to hand them up. Shampoo, conditioner and body wash were provided and were nice quality.||Public areas of the hotels were clean and in good condition. Pool area was nice with towels provided and had tables and chairs with umbrellas and loungers. Grounds around the hotel we nice and manicured.||Hotel provides free breakfast which was adequate and included scrambled eggs (powdered), sausages, potatoes, pancake or waffle, yogurt with toppings, small bread selection, oatmeal and cereals, donuts and coffee, juices and water. The layout is a little weird and tends to get a bit jammed up. For a hotel breakfast it was fine but don't expect to be wowed. Nice to see them using regular plates and silverware and not disposable.||Some notes:|Hotel double-charged us. We had a pre-paid reservation and they charged the card we provided at check-in for damages/deposit the rack rate. Only found this out when I checked my card statement. Called the hotel and was told a member of accounting would look into and call me back, but that did not happen. Had to file a dispute with Chase to try to resolve (currently working on). Was told I was going to get an email receipt but did not get that either, so make sure you request a paper receipt.||Key card mysteriously stopped working midday on day 2 even though we had a 2 night reservation. Was not given an reason other then a glitch. Think most guests only stay one night so likely not a problem others will encounter.||Pillows were horrible and so tiny and lumpy. There was supposed to be extra in the closet for the sofa but there was not (as per the note on the sleeper sofa). Also, there was no sheets/blankets for the sleeper sofa other then the sheet on the mattress. We did not call and made due with what we had.||Pool area could use a daily cleanup/straightening. There was garbage left from the previous night and chairs moved all over. Small amount of pool debris floating which could be solved by a daily skimming.||Hotel is in a great area with plenty of stores, restaurants and entertainment all within walking distance.||The Hyatt House is a solid 3.5 star hotel with nice rooms and amenities and a great location, but the price seems a little high for what you get, although in line for the area. It is a good choice for a pre-cruise one or...

I would like to offer a few suggestions

Things that need improvement Train your night staff and the lady at night. I have read several reviews on line about this specific staff member and it is true her customer service is horrible at best. Seemingly uninterested about her job and her customers she serves. Update your key system. Going up to your room with a set of keys that don’t unlock the doors is a bad first impression. Having the guest come back down to exchange the key is not a good representation Clean the rooms actually. At no time did I see house keeping on site. I even phoned for extra towels and they said they would have to wait until housekeeping comes in the morning and they were very rude in there response. Clean the rooms. All counter, floors and microwave were dirty and not cleaned. The trash smelled and the dent cared out through the room. 1of 2 phones in the room worked and they were outdated and dirty. The television screen had splashes of some substance. The floor had a oily grumpy feel to it. The bed sheets were solided and damp. There were rust like spots on the sheets possibly bed bugs residue/droppings. Paint/Art was broken and outdated. Doors barely shut. Smells of foreign smoking substance. All table ware was used and placed back in the drawer without washing. Provide amenities such as tooth brush, napkins, sanitizer, shower slippers Better HVAC system the circulating air was terrible. A real continental breakfast. The breakfast served was one you would find at a help shelter. That is not a breakfast for guest of a hotel. It doesn’t cost that much more to have better food options Smile more. I did not see one staff that seemed liked they enjoyed working there. That would be a reflection of the management. Moral seems at its lowest. Clean your pool. That is a clear indicator of the cleanliness of the hotel. Bottle water as a service and a water server would be what is needed More signage. Didn’t know half of the stuff and had the ask your unfriendly desk agent. Talk to your customers and ask how is it going or can you assist

Things your hotel got right. The bar down stairs seems to be a good place to unwind The shuttle service. It’s good but the drivers are unfriendly and seem rushed and only on it for the money 3 . Small convenience store in the hotel. But I do think the prices are expensive The kiosk for booking a shuttle this was great. Business section for guest to use a computer. Please try to update computer to a...