Hyatt House Herndon/Reston — Hotel in Herndon

My stay was booked by my employer for me at this hotel. When I came to check in I was asked for my ID and my credit card to confirm my reservation. I assumed my credit card would be on file for incidentals however as I got up to my room I saw a charge for what seemed to be a nightly rate. I went down to the lobby to ask about the charges pending on my card. The front desk explained to me that I would have to pay these charges and that I could not cancel my reservation because I had already checked in. I never agreed to the charges nor was I informed there would be a charge for the room. Apparently company policy is that they do not tell you how much the cost for the room is because the guest should already know the charge.

I explained in this case the reservation was not made by me and it was supposed to already have been paid for. However since they swiped my credit card I am I responsible for all charges even though I was not notified at check in of any outstanding balance.

When I explained that I am upset that a charge was put through without my consent and without any notification or paperwork; I was told its company policy to charge without telling the customer since all guests with a reservation should be aware of the charges already.

I stated that normally every other place I’ve stayed or made reservations at gave me paperwork to sign which contained credit card authorization with hotel polices and charges before running my card.

The front desk went on to state only motels (implying cheap places to stay) tell you the rate before your stay. Hyatt hotels only give you a charge when you check out in the morning. According to him Hyatt hotels always assume that every individual with a reservation is aware of the rate and will tell you the cost only the day after at checkout.

All of this even is fine with me because I understand that corporate policy can be strict. But the lack of clarity and professionalism is what made me upset. And I understand if someone checks in many people and forgets to explain there will be a charge but to go on and not apologize or offer some sort of human empathy for this perhaps unique situation is what makes this stay so unpleasant. Doubling down to state that all hyatts do not inform people of their prices and to go on and imply that only cheap places explain to you the charge before a guest’s stay seemed to almost a disrespectful personal attack at me as I tried to explain my case. I was not trying to be cheap. I didn’t even book the hotel I was only making a dispute because I felt there was injustice when my credit card was charged without my knowledge. If this is indeed the Hyatt hotel policy to not notify their guests before charging them for their stay to it needs to be changed.

The lack of understanding/empathy for my unique case makes this a one star experience. I spent 3 hours in the lobby trying to sort this out. And even at resolution there was no apology or consensus of I’m glad we got that sorted out. There was only I’m only doing what any other company employee would do following the Hyatt policy. Then implied I must not know hotel policies because I only have stayed in low rate motels. Before heading to my room I stated ok I guess we just disagree on how things should be and that’s ok.

Aside from that the place is a decent room to stay but at the rate they are charging I would just find a different hotel one where the check in treats people like humans and not just a...

Pros: Spacious Rooms, Full Kitchen, Cheaper than most hotels in neighboring Tysons and Falls Church. If you are looking for a cheap option where you want to cook your own meals and have some extra room, then this might be the hotel for you.

Cons: This hotel is in major need of renovations, and it is noticeable in both the lobby and the rooms. Upon arrival, we were checked into a room with many issues. After a long day of traveling, the first thing we wanted to do was take a shower. Upon entering the bathroom, we noticed that the shower door was missing. On top of this, the shower handle was broken and would not allow for hot water. We alerted the front desk about this, and due to the hotel being booked up, there was nothing they could do until our second night. For our second night we were checked into a much nicer room, and I am glad that the staff was able to fix our issues. However, why is a room with no shower door even being rented out in the first place? The fact that this room was given out in the first place is disturbing to me.

One of the main reasons that we booked this hotel was that online it states that there is a shuttle to and from the Herndon Metro Station, and surrounding areas. Upon our arrival, we were told that there was in fact no shuttle. The Herndon Metro Station is roughly a 15 minute walk, and while this walk did not bother us, we had a few mornings that were cold and/or raining in which the shuttle would have been great, but instead we were left with the options of either walking in the rain or taking a costly rush hour Uber for a mere mile. The nearby Courtyard does have a shuttle and if you are in need of one for your stay I would strongly recommend staying there instead. A hotel not having a shuttle is not a big deal, but the amenities offered should be accurately represented on the website.

The hotel states that breakfast runs until 9:30, however every morning we were there the breakfast closed at roughly 9am (one morning was even 8:55). Again, a breakfast closing at 9am is not a major deal, however, when you are told that breakfast goes until 9:30 upon check in, then this should always be the case. We saw many families and travelers, including us our first morning, unable to eat breakfast because the stated time of closing was not the actual time that the staff was closing breakfast. Staff should accurately tell guests the time that breakfast is over.

Overall, our stay did not leave up to the Hyatt expectations. I do appreciate the staff eventually changing rooms for us, but the amenities stated online for the hotel are not accurate, and many rooms are in need of some...

The guest services agent was completely responsive to my request to change rooms. He was kind, warm, and understanding. The day after my first check in, the guest services persons (two females) were also very professional and pleasant. I don’t think this hotel has an issue with its professional staff. The condition of the hotel is an entirely different atrocity. The first room I was assigned on the 4th floor reeked of stale smoke so much so that I had an immediate physical reaction in my throat. The room was also not clean - from the kitchen, to the bathroom, to the furniture surfaces. The common passage way - from the walls to the carpet to the mouldings to the door frames and facing were all dilapidated. Are there inspectors for Hyatt properties because this property should probably be closed for a time for renovations if it intends to remain open. And food is served here??? I can’t even imagine eating a morsel of food from the “kitchen” when the common areas look this way, even the area behind the front desk looked extremely disheveled with random items strewn about. I had just come from an almost two-week stay at the Hyatt House Sterling/North property and I thought just the carpet in the elevator was bad there, but here at this property, to have your first floor lobby area be the first unsightly and filthy carpet (& throughout the property) seen by guests is not just unacceptable for hospitality business but I’m 100% sure that it is a health risk. It’s the likely reason why the air quality within the hotel is severely diminished and the moldy/mildewy smell is evidence of the same. Don’t request a survey if whomever plans to receive it will not escalate this to the level necessary for action to be taken to reverse course on the condition of this hotel. Require upper management to take up their responsibility to make waves with corporate Hyatt or whichever level of its entities. And in a beautiful town like Herndon with such a comforting location, tucked within a thicket of beautiful, calming trees/greenery, and convenient off the Herndon Pkwy, this Hyatt property should reflect the same in its interior. By the way I was changed to Room 303; It was clean to the standard that it should be but the bathroom fixtures still should be updated, the kitchen as well, it looks like 1992 in there - get a grip because we are now in the future, a hotel room should reflect that at at least a...