Hyatt House LAX / Century Blvd — Hotel in Los Angeles

Review from a 7 year Hyatt Globalist

1 star removed for each unresolved problem encountered

Synopsis: -No area to temporarily park and unload your luggage (It's there, you just aren't allowed to use it) -Garage is not owned by the hotel and as such they deny all responsibility relating to any parking issues -Garage entrance is poorly marked, especially at night -Garage elevators inoperable with no first floor parking available (you must carry your luggage down stairs unless you want to walk down the vehicle ramp and risk being run over) -Long single line, single desk rep at check in with no priority given to Hyatt loyalty guests -Management standing around without taking action despite how long the line proceeded to grow -No Hyatt status recognition at check-in -No information provided regarding any hotel amenities at check-in, especially the elevators which should in no way be considered normal -No responsiveness from management to issues without guest follow up -Clearly communicated as a terrible experience from the start, yet no sufficient refund offered -The only positive was a clean room

The hotel has NO area for you to park and unload your luggage prior to parking in the garage. Even though there is an area in front of the hotel that could allow this, they have that gated and closed off. The signage for the parking garage entrance is not well marked, especially when dimly lit. The garage is right across the sidewalk, however, it is not owned by the hotel. The garage elevator was not functioning properly during our stay. There were no spots left on the first floor when we arrived around 8 that night, so we ended up parking on floor 2. We then walked down a flight of stairs plus another 50 yards give or take to the lobby. That's when we encountered a line of no less than 15 people with only one front desk rep working. All while the manager stood behind monitoring the situation, but not manning a station to help. After 20 minutes, an additional rep appeared and began assisting with check in. My concerns with the check in process thus far were conveyed. The response was to assume we were used to a "5 star hotel" with valet and bellhops. No, we are simply used to a hotel exercising common sense and offering guests an unloading area as well as advice on how and where to park.

No feedback was provided without my having to follow up. That feedback was to attempt to blame us for not reading the welcome email which supposedly detailed the lack of a staging area for luggage unloading. When proof was provided that the email contained no such verbiage, they moved on to blaming the garage ownership for an inoperable elevator. Anything to avoid accepting responsibility for the issues encountered by their guest.

This has the potential to be a great hotel, but is obviously under poor management with subsequent poorly trained staff. Go stay at any of the other Hyatt's near the airport and avoid this fiasco.

-Additional comments given the hotel’s response:

There was no specific individual identified. If your security personnel are dressed in a suit & tie and advised to walk repeatedly from behind the front desk to the back office, it is absolutely reasonable to assume they’re part of your management staff. Regardless, it doesn’t excuse your lack of proper staffing, guest check-in logistics and general hospitality. All of which you continue to shirk responsibility for. Apologies are too little too late. A refund for the nonsense we encountered is needed. That has been made clear...

The service was horrible and this isn't just coming from Asia where average service is above and beyond. My family of 4 arrived at the shuttle pick up location around 1am at LAX. The Hyatt website says that the shuttle runs every 20 minutes or so but a little slower when traffic is crazy. The night we arrived had zero traffic. It was basically only shuttle buses making their rounds. Oh but not Hyatt House. I know Hyatt Regency is closer but by the 3rd time I saw the Regency shuttle go by, I figured something was up. I called and the person who answer the phone made me seem like I was crazy by asking where the shuttle was. 5-10 minutes later it arrived in a speeding fashion. The driver was helpful with our bags as if they were making up for not making rounds every 20 mins. As we stopped by another pick up spot at LAX, there were others worried that the shuttle was not running for they waited a long time too and contemplated walking. The drive back to the hotel was a quick 5-10 minutes. The driver did his best to help us with our bags but no carts were around so I just had to 1 star hotel it and get my family of four's bags into the room. I peaked back after a 10 minute check in and the driver was still parked in the same spot. This was 1 full hour from us getting to the curb and getting into the check in line. We complained to the check in person of the horrible service and she down played our complaint and said the driver was making rounds constantly. I'm pretty sure this was the same person gaslighting me on the phone when I called for the shuttle. We had instructions for a crib in the room and when we got there. No crib. I called down for one and she said she sees it in the reservation but the help may be gone for the day. She said it might come if they are still in office. Luckily 5 minutes later a nice man drops off the pack and play crib. But he just left it there. We asked if he could set it up and he did. But! It was broken. He quickly got another and set it up for us. Breakfast the next day was greatly supplied. At checkout we asked if that is standard practice for Hyatt House LAX, when it came to late night shuttle and management. But they said hell no. Then apologized and said that we will be getting 5000 Hyatt points for the hassle. It has been 1 months and they have not held to their promise of 5000 Hyatt points into our world of hyatt account. Promising things to ease customers but not following through is testing my loyalty. Well at least to this location. Long Beach Centric was on a way greater level of service for our...

I checked in January 13th and checked out January 16th I was not informed of parking and once I got home to check my account I was charged $150 so I called to figure it out and it was because of parking so I called for 3 days straight it even got to the point that they wasn’t answering any calls from my phone I had to call from another number and the staff kept giving me the run around so I finally get a chance to talk to Diego the general manager and he tells me that it’s nothing that they can do even after my horrible experience , the sheets was dirty toilet was running room wasn’t cleaned to my standards so I called to see if I can change my room they told me they was full so I asked could they at least clean the room he said sure , our room was. It cleaned till the following day now fast forward to to the next day they did end up coming to clean the room but the planes was so loud I still wanted to move well apparently u have to have a lighter skin color then I do in order to get one the the room that’s not on that did because I over heard my neighbors talking and apparently they was pissed because they couldn’t change their room so out of my whole stay from what I observed only the black people was on the airport said and the rest was on the other side of the building I will never stay here again and that says a lot because I only stay at Hyatt hotels

Update: When I talked to the General manager, Diego I was worried about my money and why y’all charged me and once Diego got nasty and rude with my stating that the parking was on Priceline and that he wasn’t gonna do anything about it I did mention what about my other concerns and he said nothing then I proceeded to stay the I will be call corporate and leaving a bad review and that’s exactly what I did and not all of a sudden “y'all wanna see if there is something that can be done” to fix this start by apologizing for your employee, not stating that when he gave me my parking pass accept that then...