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

Bed Bugs

On May 15th, 2024, around 3:20am I woke up to an Itchy feeling on my face. I searched for a mosquito but was met with bed bugs. I have debated writing this review for months but the lack of follow up, follow through and commitment to fully resolving this issue from Hyatt management shows me this is something they would just sweep under the rug if they can. I alerted the front desk of my situation almost immediately after realizing what I was dealing with. I was told I was “lucky” because they had one room available that I could move to. Wouldn’t say there is any reality that I was lucky that evening. Otherwise, that front desk associate was very helpful and kind. After getting off the phone I went back to the bed to discover two more bed bugs crawling on my pillows. These had bit me on my hand, neck and face. I was in town for a modeling job, so not ideal to say the least. After I switched room I slept for about 2 hours before having to go to work. I told the new front desk person very discretely that I was the person who had “the bed bug situation last night.” To my surprise, she had no idea what I was talking about and made no efforts to find out. It was a masterclass in poor communication and service. I asked for a plastic bag to put my belongings in and I checked out. The lobby was packed as it seems to have been a graduation weekend, but I chose to be discreet. Part of me is proud of myself but part of me regrets that decision. I went to my job that day and by the evening all of my bug bites were extremely swollen. Thank goodness bed bug bites have a delayed reaction or else my job would have greatly suffered.

I had to follow up with the hotel multiple times to speak with management. No one in management ever initiated any communication with me. Jeff, the GM, never apologized for what i went through until I called him out on never saying “we are sorry for what you have gone through at our hotel” or anything close to that. Hyatt should have been dancing that this happened to me of all people because I am the last person to raise a fuss. But just because someone handles a traumatic issue calmly does not mean they aren’t entitled to satisfactory customer service.

Jeff told me he could give me 50,000 Hyatt points OR I could go through their insurance. I told him I needed to think about it. After thinking about it I responded that I do not see why it has to be either/or? 1. You should be offering me more points than a few nights at another Hyatt 2. I should be entitled to discuss the situation with your insurance directly.

I told that to Jeff and his response was “let’s take this one step at a time” and wanted to be the middle man with the insurance and did not mention the points that he initially offered.

This upset me so I did not respond because this entire situation had been and has been extremely traumatizing for me. So I decided to just respond when I had the energy and wasn’t so frustrated by it all. Going to sleep in hotels is completely different now, I am scared of any little movement. I have a luggage, a backpack, my favorite purse and two pairs of shoes in plastic bags in the trunk of my car because I am STILL nervous to bring them inside my home even though I was extremely cautious coming home. I was unable to be put up for auditions or even possibly book work for several weeks because my face was marked from the three bed bug bites next to me nose and under my eye.

I finally emailed Jeff last week because it finally felt like it wasn’t so upsetting and as of today he has still not responded or acknowledged the message in anyway.

There were BED BUGS in this hotel. They had a company come and exterminate them after CONFIRMING there were bed bugs in this hotel. These bed bugs BIT my face and marked my skin and no one from Hyatt cares or has shown they actually cared.

It would be really nice if they just acted as if they care about my experience and want to rectify it; a follow up even once throughout this entire process would have...

My husband and I have been loyal Hyatt members for years, and this wasn’t our first time staying at this particular hotel. However, after our recent experience, we felt it was necessary to share this so others can be aware of what might happen. We booked an 8-day stay here during the Christmas season and encountered two very frustrating issues:

Billing: Upon check-out, we discovered an $84 discrepancy between the receipt and the charge on my husband’s credit card. When we brought it up, the customer service treated us as if we were making a false accusation. We provided evidence, including screen captures, and they eventually admitted it was due to their “system malfunction.” However, there was no apology. Resolving this error took nearly a month of back-and-forth communication. Initially, they ignored our emails, bounced our calls between departments, and refused to admit THEIR MISTAKE.

Most alarmingly, they had mistakenly charged our credit card for another guest’s stay—including charges for their pet, which was completely unacceptable. Had we not carefully reviewed the receipt and disputed the charge, this error would have gone unnoticed and uncorrected.

Housekeeping: Although we requested housekeeping every other day, our room was cleaned only ONCE during the entire 8-day stay. Despite multiple requests at the front desk for towels, trash removal, and basic cleaning, the staff was consistently unresponsive. They repeatedly said someone would be sent, but this never happened. After several complaints, we received a single delivery of towels, but no additional cleaning was done. What’s baffling is that we noticed other rooms being cleaned during this time.

Regarding housekeeping, contrary to their claim, we NEVER put the do not disturb sign on. They claimed the service had been performed twice during our stay, which was untrue. Even if it had been, it still wouldn’t have aligned with our original request for service every other day.

Given these experiences, I cannot recommend this hotel. As someone familiar with the area, I can confidently say there are plenty of other options in Emeryville that won’t subject you to inconsistent housekeeping, billing errors, or dismissive staff attitudes. Regular housekeeping and accurate billing are the bare minimum expectations for a hotel stay. Unfortunately, you’ll have to deal with these issues here, along with a dismissive and unhelpful attitude from staff who clearly don’t prioritize...

Very poor experience overall. The beginning of our trip started with no water. Unfortunately some nearby construction broke a main water line and we were left without water. Now that is no fault on the hotel, however through this crisis the management staff failed to communicate to the patrons. Through whispering in the halls we were able to hear news that the water issue that was supposed to be a 20 minute inconvenience turned into 2 hours, which quickly changed to 10 hours. Mind you at no time did the management staff make any effort to communicate this and or help resolve the issue we were facing. The lack of communication water meant we as patrons were left in the dark not knowing how we should proceed. With no water we were unable to shower or use the restrooms. When speaking with management about the issues, we were met with rudeness and hostility, and lack of accountability that the hotel had any duty to help upset patrons.

We booked our stay for 4 nights, since day one we have communicated to staff that our A/C is not working. They attempted to resolve the issue through a single maintenance visit that was unsuccessful. Even after repeated complaints they don’t offer to transfer us to a new room or offer any substantial remedy to our stagnant hot room.

Lastly, these “efficient” energy rooms have left us with out lights numerous times. Sometimes for 10+ minutes at a time. At this point I’ve called and complained to the front desk 5+ times for different issues with no resolution to anything. Honestly just a poor customer service and care from the management here at Hyatt Place.

We booked this stay and was hoping for a pleasant experience especially at the elevate cost per night price tag and it has been a terrible experience. I don’t often review experiences but this has stay has been nothing but unpleasant and uncomfortable. Would...