Hyatt House Emeryville/San Francisco Bay Area — Hotel in Emeryville

I previously left an excellent review after our first stay here 7 months ago. (It literally just outlined everything as being excellent.)

This time, our stay was off to a disappointing start due to the poor attitude of a front desk representative, and poor service recovery from the same representative.

It began with a single gentleman at the check in counter, dealing with another customer's credit card issue. No one came out to assist and he had not called anyone. Perhaps he did not think the issue was going to take as long as it was to resolve, so you can hardly fault him.

Nonetheless, two other staff eventually appeared - at least one of whom worked the front desk. This gentleman continued doing his own thing until he was prompted 'can we check in?' at which point he said, in a minute. He then let us check in but was hardly friendly when doing so. Also took my ID to verify the card (despite the same surname as the room - he already verified the ID the room was booked under) - do we look like dodgy people? Anyway, card reader and their PMS were not communicating. Card reader worked fine and the transaction was approved - the PMS said differently, and this was the issue the other guest had been dealing with as well (for longer than us).

He seemed like he was trying to resolve the issue but was hardly courteous while doing so. Asked for the last four digits, then started asking about the card on file, etc. Then he wanted to see if the bank said anything, I said it's in (a foreign language). He asked to show him in English, I said it's not that simple. He wanted to know if it was charged, I said yea the text said it was used at the property. He prompted 'used or charged' Is it not the same thing? A pending transaction that doesn't get confirmed is going to get dropped after several days so I see no difference. My dad, who is hard of hearing, asks if he can speak a bit louder (the front desk rep is also wearing a mask and was speaking relatively softly) and he's like, this is as loud as I can speak... (Also asked about what I presume is an older card, which we wouldn't want to use -- hence why we used a different card in the first place. He also tried to shift any responsibility away from him by saying 'I just arrived. I don't know how long you would have been waiting.' despite seeing us there for at least like 5-6 minutes after arriving to do his own thing.)

Naturally, we ask for the manager.

Manager comes out and is polite and rightly assists the other guest first. This gentleman asks me to write down the card details for him on a post it. It's not 2005. I'm not sure how it's still appropriate to write down your card details for someone. He seems a little annoyed and takes back the post-it, crumpling it up. Refers to the manager and says 'then she can help you' or 'then I can't help you' (something along those lines). Manager takes another look at the card and then sends us on our way shortly after.

After all was said and done, my card was charged again at around 2 in the morning (first night) unbeknownst to me - I only know because my bank sent a text saying as such. Looks like the charge is equivalent to one night.

Edit: charged us again at 3 am on the second night. Only know because of the text from my bank. Called the front desk who still thought the first charge was declined and I explained it wasn't... He just said it's a preauthorisation and it wasn't charged. Not the case for previous visits to this property and most other properties will charge you the preauthorisation minus the deposit, so I don't know what they're playing at here. Asked for late checkout, and considering the inconvenience and attitude of the gentleman that checked us in, (diff; male) manager could at least offer it to 3pm at no charge. At our own hotel - and the chain hotels we stay around the world - if there's no cost to us (and they're not full) then we're happy to offer it for free. Here he still wants to charge a fee, offering 1pm at no charge. Service recovery virtually nonexistent. Let's not forget all the...

Came here for a medical procedure since it was close to where I need to be The room smells I don't know of what maybe a little bit of mildew something it's just got a funky smell I asked them since I'm disabled to put me close to the elevators they put me as far as they could from the elevators I've been up since 4:30 this morning because somebody's got a child that eats they locked in the bathroom or is that happy about being where they're at and is banging on walls and doors called the front desk but not from the house phone here because every phone I picked up was not connected some of the electrical sockets didn't work to charge my phones it's just been a crazy experience for this much money come on now and even after I called no one came up here in fact maybe they did because it obviously somebody got mad because it got worse The noise got louder I didn't even mind the train that right behind us but I'm not understanding why the other times I came to visit they had me close to the elevator maybe it's because they noticed my walker and my disability sign on my car but this time I sat there and explained to the lady I needed to be close to the elevators again and she put me as far away as you could get I'm all the way on the 5th floor at the whole other end there's no other access just one set of elevators there's not even another set for the other side of the building which I'm not understanding why I wasn't giving a room closer to the elevators Walker and all but the 4:30 in the morning the banging I even asked them what time is your construction going to start I have a procedure at 6:00 in the morning I have to get up they assured me that the construction wouldn't start until after that nope been up since 4:30 in the morning got my cell phone looked it up and found a way to call the front desk spoke to someone and it never was taken care of I'm looking at the Hilton right now as we speak in the window thinking why wasn't I there why am I here oh yeah that's right it's because I was told the train stopped here and when I tried to walk over to the train station I found out that the walkway elevators don't even work so this whole trip was just I I'm just disappointed because my other visits were good I was given a room right by by the elevators and even though there were children here I didn't hear them this time that's all I'm hearing is kids banging screaming yelling I mean I understand putting them way here at the other end of the hallway but why would you put a disabled person way at the other end where it's like a trip just to get to...

It was more like a 3.5 star but honestly it wasn’t bad at all. The staff was helpful, I wouldn’t go so far as to say friendly. They aren’t the type that will greet you every time you enter the building. They will greet you sometimes but honestly I am more into my stay, was it comfortable. Yes, the beds were nice and clean, the rooms are clean and spacious. We are a family of 6 so this hotel was perfect for us. We have a hard time finding rooms for 6. The bathroom was a little in the needing a remodel side but it was ok. The shower didn’t drain very well and it was honestly the way the tile was laid. I made sure to dry it out everyday, because we were staying there 4 nights. Our stay came with breakfast which honestly saved us about $50 a day if not more. The breakfast buffet has an omelet bar, fruit, yogurt, pastries and depending on the day French toast, pancakes, or waffle sticks. Then they trade off between bacon and sausage everyday and tater tots or potatoes. The omelettes were not the best I have had but they were edible and a perfect protein to start the day. The breakfast area was spacious and they even have signs that tell you when the busy times of the breakfast rush are. We tried our best to not go during those busy times and always found a seat. This location was perfect for our six flags trip and then the next day San Francisco. I would go back if I ever find that I need to stay in Emeryville again. Also it is walking distance from Emeryville Marina which is a beautiful view of both the bay bridge and the Golden Gate Bridge. Also the eating establishments in the area are pretty good. We even walked to Trader Joe’s one day and got ice cream and put it in the freezer. The freeways were very accessible to go anywhere we needed to. It was a great stay for us. The hotel itself just needs a little updating. The carpet is in need of stretching, the bathroom didn’t match everything else. The kids loved the pool and even went swimming one day when it was 75 degrees outside. The pool was heated a little bit. I almost forgot, it is right across from the Amtrak station do you do hear trains. I grew up 2 blocks from train tracks in Texas so I am so accustomed to trains they don’t bother me but they do have a noise machine in the rooms. If you have small babies you might want to ask for a room on the other side it might be quieter. The elevators are a bit slow. I think they only have 3 for the 11 or more floors. Other than that...