Hyatt House Jersey City — Hotel in Jersey City

I am unsure if my review was posted but I will be posting this again verbatim on March 5th, 2024 for my stay from February 16th to the 18th.

I don’t like to leave reviews too much, especially negative ones, but my recent 2 night stay was very uncomfortable at your establishment. This was my second time booking a suite there and things went terribly wrong.

Friday February 16th, 2024, My Girlfriend & I happened to be playing music loud and didn’t realize we were disturbing the quiet time rule until one of the hotel workers came by and banged on our suite door. Even though he had his hand over the peephole and I could not see his face, I cracked the door with the lock still on to see what was wanted from us. He was knocking to make us aware that we were being loud and disturbing the neighbors & we immediately turned the noise off and proceeded to be quiet. On the morning of Saturday, February 17th, 2024, My Girlfriend and I were handled very poorly.

Instead of approaching me directly and wanting to rectify the situation, the apparent Manager on shift named Jorge decides to have our suite door tampered with by the maintenance man named Earnest. This was to “Make me have a conversation about what happened the night before” come to find out. This was ONLY found out after I opened the door to ask Earnest why was he messing with our suite door. Instead of Earnest telling me the Manager would like to speak with me, Earnest tells me he was trying to put our do not disturb tag back on the door.

So naturally, we go upstairs to make the staff aware about the weird behavior only for Jorge to know exactly why I was upstairs. Jorge goes on to tell me that there was a complaint about noise and how his staff called before coming my suite the night before and received no answer. I informed him that was not true about being called and how we only received an abrupt knock. Jorge replied that he’s not saying I’m lying but he’s going by what his staff said. I was offered the options of changing my room and keeping the noise down or staying in the room I was in and keeping the noise down. I was let known that the police would be called if I did not abide by the notice rule as they were almost called on the the night prior, which was news to me as I was not informed of that by the peephole covering worker from the night before.

I went downstairs back to my suite only to find out we were locked out with our belongings and kitten still in the room. So I go back upstairs thinking it was a simple technical issue with the room keys as that sometimes happens. That’s when Jorge revealed that he had Earnest do that as I mentioned earlier. I was shocked and appalled. Jorge told me he’d have the maintenance man meet us back downstairs to let us in. How could you lock us out without warning just to lure me upstairs?

For us to be patrons who are women, no efforts were made into making us comfortable by consistently sending men to our door, not revealing all in which was going on, being sneaky in locking us out, threatening us with police involvement in a racially passive aggressive manner & not apologizing for any of the inconveniences.

I have attached a few pictures of the work Earnest had to do to let us back into the suite. I would have posted the video but google only accepts photos. Why would Jorge not just simply came down and speak to us like a civilized...

Michelle Giovanni

General Manager

Regional Manager

Hyatt House

1 Exchange Pl

Jersey City, NJ 07302

Dear Mr. Dale,

I hope this message finds you well. I am writing to formally express my concerns regarding the unprofessionalism exhibited by your staff during our recent stay at the Hyatt House Exchange Place location from November 7 to November 9, 2024.

My wife and I, along with our guests, booked a total of 16 rooms for our wedding weekend, primarily due to the hotel's convenient location near our wedding venue at Liberty House and the stunning skyline views of New York City. While we appreciated the views, our experience was unfortunately marred by the behavior of your staff.

Upon my arrival for check-in, I was informed by your employee, Jalens, that I could not check in without presenting the credit card that was on file. While I understand the importance of adhering to hotel policies to prevent fraud, I was taken aback by Jalen's combative demeanor. Instead of offering assistance or showing empathy regarding my situation—especially considering the significance of the occasion—he questioned whether I had a problem, which felt unnecessary and unprofessional.

After I escalated the issue to a manager, I expected a more accommodating response. Unfortunately, the lack of an apology or any effort to resolve the situation left me feeling unvalued as a guest. It would have been more appropriate to acknowledge the inconvenience and facilitate a solution, such as sending the credit authorization form directly.

Furthermore, during our welcome dinner on the rooftop, the staff's behavior continued to disappoint. They neglected to take drink orders in a timely manner and, at one point, demanded that we stop taking pictures, citing that it was disturbing another table. This was particularly frustrating as our group of 20 had spent a significant amount on our evening.

The culmination of these negative experiences was so disappointing that, on our wedding night, we chose to drive home rather than stay at the hotel we had booked. This decision was not made lightly, but it was a reflection of our dissatisfaction with the service we received.

I believe that customer service is integral to the hospitality industry, and it is crucial that your staff embodies professionalism and courtesy, especially during significant events like weddings. I hope that you will take this feedback seriously and address these issues with your team to ensure that future guests do not have similar experiences. Michelle Giovanni,

I hope this message finds you well. I wanted to take a moment to address my recent interactions with you regarding my concerns. Unfortunately, I felt compelled to escalate this matter due to the nature of our communication.

After reviewing several complaints and your responses to them, I believe there may be a need for reflection on your approach to customer service. Emotional intelligence is a crucial component of effective communication, and I feel that there may be opportunities for improvement in this area.

I appreciate your attention to this matter and hope that it can lead to constructive changes within the team.

Thank you for your...

Severe lack of food at breakfast. We only managed to eat twice. The one day we were even told they have sent someone to the supermarket to purchase more food but not to worry breakfast will be extended by 1 hour. The main bar had no draft beer and everyday there was a different excuse as to why there was no draft. Our last day 1/1/2022 I went to reception to advise them of my problems over my 7 day stay. lack of food at breakfast, I even had to eat of my lap the 2nd time. This seems to be a regular occurrence by the amount of people complaining at reception explaining this was not the 1st time they had experienced this problem it had also been the same on previous visits. everyday i had housekeeping knocking at my door and waking me up asking if we were checking out, surly housekeeping should have a list of who and when they are checking out. house keeping would come in and remove 3 towels and replace with 1 again surely they have a list of how many people are in a room. 1 day we waited 2 hours for toilet paper, after phoning housekeeping and reception also going to find someone in housekeeping. when i went to the reception to explain my experience i was asked if i would like to speak to the manager. The manager dressed in a Nike hoodie (which i was surprised to see in a Hyatt) came to see me at the bar. I explained my experiences to him and he really wasn't interested just extremely rude. I was amazed by his attitude. Personally i would not let this guy manage a hot-dog stand let alone a hotel. He then said the draft beer machine had a hole in the pipe and proceeded to walk around with a spanner for 10 minutes looking like he was trying to fix it. My wife ordered a bottle of wine and he said that's no problem he has everything on the list in stock. 90 minutes later he still hadn't turned up with the wine. Fortunately in the meantime Melissa apologised and said pick a bottle and you can have a glass of that until he returns with the bottle but he never did, not even to apologise. Maybe you should send him for some basic training at a hot-dog stand to learn some basics. I think all these relatively simple things could be fixed with a little effort from management. Certainly by changing the so called manager on duty on the evening 1/1/2022.

Anyway onto some positive things. 1.the room was a good size and had all the facilities we needed. the views from the bar were amazing. the location was excellent. Melissa at the bar was extremely pleasant. Catherine R at the main door in the evenings was so pleasant it really was a pleasure to see her happy face when we returned in the evenings. I would give her a score of 11 out of 10. Fitzgerald Dickens what an amazing friendly person. He spoke to me about my gripes and apologized profusely. I wished he was the manager on duty. again 11 out of 10. when we asked for a late checkout, the reception were so helpful and sorted it out immediately.

If these small things were attended to i would...