Hyatt Place Dublin/Pleasanton — Hotel in Dublin

I stayed at Hyatt Place Dublin, CA for one night. I made reservations on the Hyatt website for two rooms. I had stayed there previously earlier in the fall and the stay was pleasant. It was my son's birthday weekend and I was surprising him with a quick trip to the Bay. I received my confirmation email with no problem. On the day of my stay, I received a welcome text and then later that day I received an email that said that my trip details had been changed. I called the number and was assured that both rooms were visible and that everything was fine. I called the hotel directly to confirm that my son's name was showing on his room and that my card information was on file, I was put on hold after 9 minutes the call was picked up and dropped. I called back and was asked to hold but did not I told her what had happened the last time, and she explained that she was checking in a soccer team and was alone at the desk. I told her that I just needed to verify my son's name was on the room so that he would not have any check-in problems she said that she looked and it wasn't (this was new news to me) but that she would add it. My son arrived with his girlfriend. I waited for some time until Rebecca came over and started to check him in. After some searching, she said that there was no reservation, he called me and put me on speaker and she was able to find it. I got off the phone and he called back a few minutes later. She said there was no card on file,(my son gave her his debit card to place a hold for both rooms) I explained to her that there was because a hold had already been placed on my card earlier that day by Hyatt. She also told me she only saw one room. I then explained to her that I had called and spoken to someone on the corporate line and that they had confirmed the two rooms and my son's name listed on one with my card as the payee. I also let her know that I had spoken to Christina earlier and that she had said she was going to put his name back on the reservation. She seemed to be confused and I asked to speak to a manager, she asked me to hold. By this point, I was beyond frustrated. They had run my son's card for a hold AND charged him for parking which they had not done to me one month before. Christina got on the phone, I reminded her of our conversation, and she said that she had not added his name. By this time my son had been in the Hyatt lobby for almost 1/2 hour trying to get checked in on his birthday weekend. I told her that I did not want him to have to accrue any charges or holds because even if it was just pending the bank would hold the funds for a few days and he would not have access to his money. She said that I could do a card authorization form and that she would send it right over. An hour or so later I received it and completed it but by that time it was too late, both my son and myself had held for the charges of both rooms. We had both wasted an inordinate amount of time trying to resolve what should have been a seamless and simple transaction. What was meant to be a celebratory weekend was dampened by these interactions at check-in and before arrival. The room was fine, and Hyatt's moderate-category hotel was acceptable. I put the do not disturb notice on the door to ward off housekeeping and still managed to receive a knock at the door that woke me up by housekeeping. I do not know why the door sign was ignored. I attempted to check out both rooms online to avoid interacting with anyone at the front desk again because I didn't want that morning ruined by more frustration. I received an error message that I had already checked out. I went to the front desk to see what was going on and the two women there did not seem to think it was that big a deal. I wanted to confirm that my folio was closed out. They assured me it was and I left. I am not returning. The only reason I am giving it two stars is because the...

I am a tag-along staying with my husband who is working in CA for 6 weeks. He told me how much he liked the hotel, but I have also experienced nothing but greatness. The service staff is always so polite and they offer a very nice breakfast. In particular, I had a little incident where a clothing item was accidentally picked up with a towel on the back of the door for cleaning. This was partially my fault for covering up the item. When I called to check to see if the item was in lost and found, they immediately went to work on this. The hotel assistant general manager called me back personally and told me that they could not locate the item and offered to replace it. I explained that it was not necessary at all and told her I appreciate them looking and her calling to follow up. She insisted on compensating me, so she brought me lunch from a local restaurant that she was visiting that day. It was a wonderful pasta dish that included soda, water, snacks, and even wine! This was not necessary, just her apology was enough, however, Christina went over and above to make the situation right. Before this, I remember her greeting me in the mornings and even assisted with a special need as a light sleeper. My husband has 2.5 weeks left at the hotel and I feel like he's in good hands here. Thanks Christina and staff at Hyatt Dubin for making our home away from home all...

Avoid this Hyatt due to rude and aggressive service. When I arrived I was told that parking is $10/night and this was a policy change this year. I told them it’s not clear and they should notify customers. Instead of giving me a standard professional response, I was told “it says on the website that parking ‘may’ apply”. This is clearly misleading since if the staff knows 100% that they charge for parking and will absolutely not budge on that - they should write “parking ‘will’ apply”. When I said they the staff told me “when you arrived you could’ve seen that parking costs extra and just left”. When I told them that this is completely bs since I’d have to then find a place to stay at that same night at 10PM I was told “if you’re going to use that kind of language (I only said the acronym bs) then she doesn’t want to deal with me. I honesty wasn’t too invested in the parking fee beforehand but just the rudeness from the staff from the offset was incredible - unlike any other hotel or Hyatt in particular I’ve stayed at.

All my point was is that if there is definitely a parking fee, they should notify customers. That conversation ended with “you could’ve left if you wanted” and “I don’t have to deal with you”.

This employee - Alicia - was apparently the “acting manager” at the time.

I had to be the one to de-escalate the situation since the conversation was only...