Hyatt Place Salt Lake City/Cottonwood — Hotel in Holladay

Grabbed a suite for a special night and was very impressed with the size and layout. Nice kitchenette stocked with a few dishes and cups. The bedroom is a good size with doors to minimize noise from the seating room. And 3 tvs including one in the kitchen/breakfast nook. The room was great. The problem with the stay was with the housekeeping policy.

At 8:30 am we got a knock on the door which we ignored. It was followed by a second knock, so we answered and housekeeping said that they needed to clean our room. We told them that check out wasn't until noon per the paperwork we were given with our keys. They then showed us their paperwork which indicated that they were supposed to clean the room. We said we weren't ready and they moved on to their next room to clean, but we then went downstairs to ask about housekeeping and were told that because check in happens at 3:00 pm the housekeepers start their rounds early. But we hadn't checked out yet.

We were flustered by this and checked out earlier than we originally intended, but what bothers me the most about this is that housekeeping came by during breakfast hours. So we could have been out of the room without the deadbolt on. Housekeeping is apparently trained to enter rooms before checkout and if we weren't there they could have started cleaning up our room for a new guest while we were downstairs. That seems almost implausible except for the fact that when we spoke to the housekeepers they did not apologize for disturbing our stay, they made us feel unwelcome and wanted to clean the room we were actively still in. Even showing us the paperwork that indicated that they had a job to do. Then the manager downstairs similarly did not apologize for what appears to be the policy.

Simply not acceptable.

UPDATE: After filling out the email survey before writing this review I was emailed by the Hyatt Place General Manager, same name as the response to my review here. He asked for details and will hopefully seek improvement. I did not change my score, but do appreciate seeing comments and survey responses...

I want to start this review by stating that we travel our fair share, almost exclusively Hyatt. Believe me when I say to avoid this place. While the location has potential bc of the Beautiful mountains of Utah, the hotel is situated beside a major roadway. When we booked, we requested a quiet, higher floor room and upon check in things seemed fine and we went out for the night, not returning until close to midnight. That’s when we discovered our TV didn’t work. We didn’t want to bother anyone that late so we went to bed, but for some reason the TV kept turning on randomly and flashing. It woke me up a couple of times so in the morning we asked for it to be looked at since we were booked for multiple nights. They sent a maintenance worker who told us that the TV was indeed broken and that they needed to move us. We agreed and he asked if we needed a certain type of room. We told him we just needed a quiet room away from that road as originally requested. We packed up our stuff and headed to the next room which was literally right over that roadway. When we asked if we could please get one away from that, we were told that was all they had and that if we opted to check out, we’d have to deal with the hassle of talking to Hyatt to get our rewards back. I of course checked the booking site and it seemed they still had plenty of award bookings available, so I really do believe the lady assisting us was just trying to make our stay even more difficult. As my husband was at the desk trying to get things taken care of another guest spilled their drink in the lobby. She was apologizing profusely and politely told a passing worker to which the lady at the front desk rudely interrupted “yeah, she spilled it all over the place.” Just really rude, awful service here. There are so many options when choosing where to enjoy what little free time you may have in your life. Don’t waste your time, energy, or money...

This is the first and only time I will ever feel so compelled to leave a review of this nature. I’d like warn others of the staff here who were not just arrogant but to put it plainly - mean. We booked 6 nights here ($1,200) after traveling on a 7 hour flight. Upon arrival, the front desk was not very accommodating and actually would not make eye contact with us but we decided to proceed with our booking anyway. The room was not fully stocked, the phone in our room was inoperable and the hair dryer was not working. We had been checked in for a mere 3 hours and ran into these issues, all of which could have easily been smoothed over had the staff not been so aloof. Multiple staff members would not acknowledge any of the issues we attempted to address. At that point, we decided to make things easier on everyone and opted for a refund and to book a different hotel. As we waited in the lobby for our refund (which they never gave us) we were approached by a staff member named Rachael, who we had not had a single interaction with until this point. She proceeded to tell us to exit the hotel lobby or she would be calling the police. Please keep in mind that we were 1) sitting quietly waiting on a refund through our bank since the staff refused to help us with that process through their system 2) it was below freezing temperatures outside where she asked us to wait and 3) we were still technically paying customers when they threatened to call the police on us for us quietly waiting in the lobby, attempting to book a different hotel. This hotel does not care about the quality of staff that they keep and they are clearly not detail oriented when it comes to their guests stay. Please do...