Hyatt House Denver Airport — Hotel in Denver

This was the absolute worst customer service experience I’ve ever had with any hotel. We picked this hotel because it promised an “on demand” shuttle to & from Denver International Airport. First off, the email confirmation I received stated the completely wrong location to catch the shuttle from the airport. We were waiting at the wrong terminal based on what that email said & had to call the hotel to be told we needed to walk over to the other terminal. Didn’t receive an apology or anything when we told the hotel staff that the confirmation email sent out the wrong location. Once we got to the correct location to catch the shuttle we waited for an hour in the freezing cold before the Hyatt House shuttle actually arrived. The shuttle had nothing on it that indicated it was going to Hyatt House! I just happened to ask the driver & he told me that’s where it was going. If I hadn’t asked then we would have missed that shuttle. Once we got to the hotel we asked to sign up for the first shuttle to the airport the next morning & was told we couldn’t sign up for it because it was already full. There was no mention anywhere, when I booked the room, about the shuttle possibly not being available because it might fill up. Again the staff at the hotel did not seem to care at all about this issue & then “recommended” Uber or Lyft as a solution that we would have to pay for. The manager then offered to call other properties to see if they could get us on one of their shuttles the next morning & promised to call our room & let us know. She never bothered to call us & when we finally called down to ask about it the other hotel employee at the desk just said “It doesn’t look good”. Again not even an apology offered, no options to help were offered, just complete indifference from the staff the whole time. We ended up spending $40 for Uber to take us to the airport, picking us up from a hotel that advertised over & over their convenient airport shuttle service. It was complete disappointment at every turn with this hotel & there was never even the slightest hint of help or any offer to offset the unanticipated cost of getting to the airport for our morning flight. It honestly was the absolute worst hotel experience...

If you plan to park a rental car here, beware of the third-party parking lot scam. I stayed for 10 nights in July and parked my rental car in their lot. Two months later, I now have nearly $900 of parking charges.

When checking in, I was told that parking is free and was not asked for my license plate or to register the rental vehicle. I received no parking tickets on my dashboard or during check out. A couple of weeks ago, I was charged $92/ticket for 9 tickets by my rental car company, totaling $828. The rental car company informed me that the hotel’s third-party parking company had issued a $62 parking ticket every single day of my stay, and then sent the tickets to a collections company called Parking Revenue Recovery Services (PRRS). PRRS then demanded up-front payment from the rental car company and did not allow the rental car company to transfer liability (the tickets) to me. This forced the rental car company to pay for the tickets and then charge me $62 + $30 (admin fee) for each ticket.

I spoke to Jose, the hotel manager, who acknowledged that this third-party parking system has been an issue and offered to reimburse the rental car company for the ticket payments so that they would reverse the charges on my credit card. This was over a week ago. Since then, I have not been able to get ahold of hotel management and the rental car company has not received payment or a dismissal letter for the tickets. I was forwarded an email chain from the hotel assistant manager requesting a reimbursement from the third-party parking company, but no other proof of reimbursement or dismissal. Attempts to call the front desk to contact the manager have been unsuccessful, as well as calls to Hyatt’s general customer support line.

The parking tickets sent to the rental car company show time stamped photos of my vehicle entering and exiting the lot each day. Some days I was ticketed twice if I left the hotel twice. If you drive through the parking lot without parking, you will likely be ticketed. Worse, if you are driving a rental car, they will send the ticket to a collections company, and then to your rental car company, before the inflated ticket costs show up on your credit card...

I loved my stay here! I've never been to Denver but the staff answered all my questions, I had a late check in and I was so grateful to the front desk lady for being super chill and sweet after a long day of travel and she gave me a good food recommendation and a 10% off coupon for Tower Bar and Grill! That's like next level to me, I haven't seen that from any other hotels I've stayed at, maybe I'm just not very well traveled but I was quite impressed. Not to mention the room itself! It was very clean and well put together with a sitting room and a king size bed, now the TV remote did leave a bit to be desired, it had a bit of a delay going on that was a little annoying but that's a really small nitpick to me. The bathroom was immaculate, just gorgeous. I will also say, their shower products? Best I've used from a hotel. Usually hotel shampoo and conditioner leave my hair feeling brittle and gross, don't even get me started on the measly bars of soap most hotels give for washing up. Not this one! Their shower products were much appreciated to say the least. The next morning, I went down for breakfast and their choices for food were varied and fresh, I had to try a little bit of everything, I couldn't help myself! I also knew that I wouldn't be eating again for another 8 or so hours so I tried my best to load up. The only complaint I have is that I did request a wakeup call from the front desk and while I did wake up early, I was still expecting a wakeup call that I never received. I did request it by calling downstairs on the phone, not in person so maybe that made a difference, I wasn't feeling too well so I didn't want to go back downstairs, but still I do wish that a wakeup call was given. Even still, I made my flight on time with their airport shuttle service getting me there fast cause it is very conveniently located in regards to the airport as its namesake says and the morning lady was also super nice and helpful, getting me on the shuttle just in time after she showed me where the bathroom was and almost missed the shuttle. 5/5 for staff,...