Hyatt Place Jacksonville Airport — Hotel in Jacksonville

I’ve stayed at this property many of times and each time i have A different experience, some good some bad. This time I called ahead and spoke with a sweet young lady to inform her of my late arrival of close to 1am. She was kind enough to arrange a shuttle ride for me to the property which was surprisingly quick and easy this go around. Amongst my arrival I was met at the desk by Amanda, who had my room keys ready and my complimentary water bottles at the counter. She verified my ID, thanked me for being a member and offered to help me with my luggage. Of all the times Ive checked in this was by far the best. I was originally supposed to stay at the property a total of 9 days, on the 3rd day after returning from work I noticed that my room hadn’t been serviced. Bed not made, no fresh towels and the shower gel was out. As I was walking out I ran into Amelia who said she would get it taken care of even if she had to do it herself, that was around 2:30. I left the hotel for a bit for dinner and to give the housekeepers some time to get the room in order. Amongst returning to the property the bed was halfway made, my toiletries were moved around, there was still no shower gel and there were no fresh towels. I went to the desk to report the matter and was met with attitude from Krystyn who said there was notes from the housekeeping Manager that said the room had been serviced by her personally. I asked Krystyn to speak with Management and she handed me a business card instead. The following morning during breakfast I sat at the countertop and overheard a distasteful conversation amongst who I recognized as Amelia and lady with green hair. As a paying guest the last thing I want to hear is such vulgar language coming from staff members. She was very rude to Amanda and when she said good morning she rolled her eyes once turning her back, I watched as her and the girl with green hair laughed. Does this property condone in bullying? If so this isn’t the property for me! Later that evening i was met with the same issue my room hadn’t been serviced and the front desk staff had the same excuse except that time Francine offered to take fresh towels and shower gel to the room. I asked her if housekeeping was still available and she said she would send Amelia to my room. An hour passed by Amelia never showed. That led me to checkout earlier than anticipated. I will never stay at this property again thanks to the housekeeping MANAGER. Very unprofessional and distasteful person. If it wasn’t for the front desk staff my stay would’ve been shorter. Stay at...

Update: my pillow was found and returned to me a few weeks later. I still wouldn't stay here again but the staff were all kind in person.

I stayed here during a hurricane in my area and initially I was happy with the service I received. Then once I got home I realized I left my pillow, I also realized that there was a random $160 charge on my credit card. We tried to solve the credit card charge question with the front desk and they literally told us that they had no idea what it was for. Still currently waiting for that to drop off. The person at the front desk seemed literally to have no idea so I guess if it doesn't drop off I will have to reach out to corporate.

The same day that I checked out when I realized that I was missing my pillow I called. I was told nobody had stayed in my room and that somebody would check and call me back that same evening. Not surprisingly I did not receive a call back. I had to call back the next day. Now they're telling me that they can't find my pillow. Whoever I spoke without the front desk says that the housekeeping manager says that 'it must have been stripped and that they didn't notice that it wasn't their pillow, and that now they can't tell the difference between my pillow and their pillows'.

Their pillows are down feather and mine is a cooling gel memory foam pillow. Their pillows have plain white open-ended pillowcases and mine had a stiffer cotton cover with a zipper. An expensive pillow at that because I am a disabled cancer survivor and have to buy specific pillows. I don't know how they could confuse my pillow that is very different and only similar in color to their pillows. Also if they took the pillow case off of my pillow it has a zipper and three pillows inside. If this is what happened it would have been immediately clear that this was not one of their pillows. When I expressed confusion as to how this could have happened I received a flippant 'oh well' attitude. Not even an apologetic tone of voice, just 'oh well'.

Not only will I never stay at this Hyatt again I don't think I will be using any more Hyatts ever. It's definitely my fault that I left my pillow, brain fog after cancer treatment really messes with your memory. But I still don't see how if nobody stayed in the room, why can't they find my expensive pillow. I also don't understand how they can now basically say that my pillow has just been put into their pillow inventory and not even offer me an apology. I feel like if I took one of their pillows I would have to...

Terrible customer service.

Front desk employee had a terrible attitude and was condescending.

Not very hospitable thus I cannot recommend.

I was staying at another hotel that did not have their pool open so I went to the Hyatt as I seen people swimming the evening before. I spoke with a man named Mitchell at the front desk that afternoon and inquired if I could pay the hotel for pool use for an hour or so so my team could swim after playing in the heat all day on a ballfield and he stated they didn't do that but if I get a room they could swim. As hot as it had been that day, May 30th, 2020, I decided to pay for a full room even though I'm not staying there. Came back to swim a little later that afternoon and they jumped in to cool off and have some fun. Within 10 minutes an employee named Nichelle, Wichelle or Michelle (can't read the first letter of the name she wrote on the card, my apologies) came to the pool in an unprofessional/rude manner and told them all to get out and go as if she was agitated by them being there although this was her first contact with the kids. I go to the front desk to ask what happened and if I could get a refund since I was told they could swim as long as I paid for a room. I asked for a refund and she stated no but then called the assistant general manager, David Engler to see. The asst mgr stated no because I have a room I could stay in at this place now. Nichelle, Michelle or Wichelle did not inform the asst gen mgr of the full situation prior to her involvement which I had informed her of prior to this call. I left without any solution.

My takeaways from this hotel that I would like to share with other potential customers is the following...

Employees are not very welcoming. Use aggressive tones and body language when an issue presents itself. Management needs to pull the tape and see and hear exactly what I am talking about so they can use to provide customer service training to their employees. Short and condescending attitudes and words from their employees have ensured that not only will I never stay there going forward, I will ensure as the head coach of my team, that none of my team...