Hyatt Place Birmingham/Hoover — Hotel in Hoover

Upon arrival at the Hyatt I was met by a not so friendly front desk staff. No conversation other than asking for my ID. She found the reservation quickly and I received my key without wait. It was only after she had given me the key that she informed me of the $75 pet cleaning fee I would be paying when I check out. I quickly asked if the fee was refundable and was told NO! I tried to reason with her as the fees should be case by case as not every dog damages a hotel room. Especially not one that is five pounds. I took my dog upstairs and found that the room had NOT been even vacuumed from the last guest. There was dirt and metal glitter residue ALL OVER the carpet. The tile was not washed in the bathroom area or the closet. This was evident from the huge layer of dust in these areas. Someone also spilled bleach on the couch and used the coffee table to block the view of the large stain. I went downstairs to get my bags and the front desk staff was sitting in the main lobby smoking a really stinky vape device. She blew smoke all over and it smelled quite bad. I was surprised that she was allowed to vape inside as the smoke was foul and engulfed the entire lobby. I attempted to ask about the pet fee as it was never mentioned online prior to making my reservation. Again, I was informed that I will have to pay no matter what state my room is. I attempted to inform the front desk staff that my room was not clean and it didn’t matter, she was more interested in her phone than my concerns. The room wasn’t cleaned from the previous guest and I shouldn’t have been charged any fees. I should have been given another clean room. But there was no sympathy and no resolution whatsoever. The Hyatt website mentioned that the hotel was pet friendly but never mentioned a $75 NON-REFUNDABLE pet cleaning fee. We arrived late, after 11 pm and checked out at noon. There was no time to do anything but sleep. Majority of hotels will charge a pet fee but it’s a DEPOSIT ONLY. I would have never reserved a room at the Hyatt had I known that the hotel fees and pet fee were so exorbitant. Fees were over 100 % of the cost of the room. Thirteen hours cost me $210 not the $119 I originally planned. The next morning I asked the manager and thought he would help. Especially since he had the authority to do so. Instead he was derogatory in his explanation of the cause of the pet fee as he was talking slow and loud as if I didn’t understand. It’s not fair to charge a fee when there was no damage done. Upon checking out I spoke with front desk staff and I was met with the same outcome. She charged me the fee and sent me on my way. Most hotels will attempt to resolve the issue and concentrate on customer satisfaction. I paid $210 for less than 24 hours. My dog didn’t make a mess and the room didn’t need a pet cleaning. The room was dirty from the previous guest not my dog and I. This was my FIRST AND LAST TIME AT A HYATT!!! It was quite sad everyone that I came into contact with regarding this issue didn’t care, didn’t attempt to help, this is the fee and you have to pay!! If I had known this fee is the way Hyatt does business I would have left before checking in. They gave me the key and said by the way it’s a $75 pet cleaning fee. Not the way to treat someone when I have a choice of hotels down the street. Other hotels I stayed at were always much nicer and more helpful and really worked to resolve customer issues. At the Hyatt, no matter who I spoke with, I was given the same explanation, nothing new added. Not one person cared or went above and beyond to help with this pet fee issue. I’m happy that I have a choice of hotels in the future and I will NOT MAKE THE SAME MISTAKE by staying at a HYATT. If I was the manager I would definitely removed the pet cleaning fee for a client with a 5 pound dog. Word of mouth in the hospitality industry is very important. I wonder if the fee I was charged was worth more than me informing others of my incident and helping them not to make the same...

I recently stayed at the Hyatt Place Birmingham Tuesday, October 22nd 2024. After a long flight, I made it to the hotel around 9:45pm and easily checked in with the lovely woman at the front desk. After making it to my room (515), I began to unpack my things and get ready for bed as I had an early morning the next day. As I was unpacking, I felt something on my foot, and looked down to see a tiny black speck on the top of my bare foot. I reached down to get it off, thinking it was a speck of dirt or something from walking outside. When I did, the tiny black speck hopped away into the carpet. I told myself that I probably just flicked it on accident, and got ready to take a shower. As I walked across the room, I found another tiny black speck, again on my foot. This time I was able to pinch it, and take it to the bathroom sink, where it hopped out of my hand into the sink basin. My worst fears were confirmed. They were fleas. I looked down on the bathroom tile only to see 2 more of them on the floor. I immediately packed up my things and went downstairs. I told the front desk that I cannot stay in this hotel, and asked if they could help me with getting a room across the street (at the Hyatt Regency Birmingham - The Wynfrey Hotel). That was the only one I knew of that was close and I was hoping that the front desk would be able to get me someplace to stay as it was now almost 10:30pm, and I had been told that there was a major sports event going on and many of the hotels in the area were sold out.

Again, both ladies who were working at the front desk were incredibly friendly and very apologetic for the situation. They said they would inform management of my situation, and they cancelled/refunded my room. They also called on 2 different phones for several minutes to the Hyatt Regency to try and get me a room. The Hyatt Regency NEVER ANSWERED THE PHONE. I was left scrambling to find another hotel in the area that had availability in the middle of the night. I finally made it to another hotel who got me a clean room and I was able to make it to bed just after midnight. I am disappointed I never received any contact from Hyatt Place’s hotel management. I would think if a guest entered into a flea infested room that would be something worthwhile to reach out to a guest about. I reached out myself via email on 25Oct2024, and still have not received any response back. After this experience I will not be staying at Hyatt...

HOTEL FROM HELL. I give this hotel one star and i will explain why. When my father and I were attending a business convention in town I had my wife book us a room at the hyatt place in hoover using my chase points from my credit card. We booked here because we knew hyatt was a higher end hotel that would ensure comfort and satisfaction. And we would often stay at hyatt places when available while traveling. Once we finished the first day of the convention we arrived to the hotel in the late afternoon early evening. And while checking in we were informed there was a pipe busted and there was no water at the moment. They offered us to go stay the night at a lesser sister hotel I forgot the name of it not hyatt without any reduction of points which I didn't think was fair so I asked for a full refund and was told no. They could not refund points. So my only option was to go to a lesser hotel for the same points cost or stay there without water while they promised it would be back on shortly. We decided to stay and wait for the water to come back on as promised.long story short. It did not. Soon all toilets were full with no way to flush. My father went to the front desk and asked for a bottle of water to drink and they charged him for that which I thought was wrong to do being there was no water at all soon many guests including us took the room garbage cans and went to the pool filled up carried it to the room so we could rid the stink. By the morning they were finally giving out complimentary water bottles which my father and I had to put in microwave warm up and use a rag to wash ourselves. All of this is not why I give this hotel the name HOTEL FROM HELL the reason I do is because we were promised to be comped the night stay for this inconvenience the day of check out and even after 8 phone calls to the hotel talking with the hotel manager and event planner cherry I think is her name. Nothing come from this. I will never stay at this hotel nor another hyatt again because they don't care. And I will continue to tell anyone my story whenever this hotel gets brought up but other than all that the room was nice and the location was convenient lol. I hope this doesn't...