Hyatt Place Sandestin/at Grand Boulevard — Hotel in Miramar Beach

I'm sure folks are wondering why I gave the rooms 4 stars, the location 5 stars, and the service 2, but rated it 2 stars overall. Well, I will attempt to explain that now. We actually had a choice between 3 different hotel chains to select for our 1st ever Christmas trip. Even though this hotel was the most expensive of the three, the selling point for us was the heated pool specifically noted in their amenities. I actually have some severe back issues and can only get my much needed exercise within the water. Knowing that even though we would be in Florida, it would still be pretty cold at the end of December, and the ocean would be much too cold for this medical requirement. Therefore, the perfect solution was a very nice heated pool. Unfortunately, when we checked in, we immediately asked about it and were informed that it was temporarily not heating and that the repairmen should have it up and running the following day. I explained why I needed it and was graciously told they would be sure to keep me up to date. The next day, we had not heard anything, so we went back to the front desk. This person was not sure about the situation and told us they would try to find out and then contact us. We were not contacted. Each day, we had to continue to ask about this same issue but never received any return contact or possible solutions. After 3 days without this regular activity, my back pain was getting pretty bad, and it started to interfere with our other vacation plans. On the following day, at breakfast, I saw someone working around the pool and inside the pump area. With excitement in my heart, I limped out to where he was and asked if he was repaing the heater. His response was that the heater had been down and would not be repaired for at least the next several weeks. He seemed to have already known this, but for some reason, we were never told this, even though asking every day. As I later found out, that individual turned out to be the manager, and even though we explained my situation to him as well, all we received was what seemed to be a sincere apology for the inconvenience. Really wish that's all it was for me, and even more, we wish they would have offered some type of alternative, like a sister site nearby with this same amenity that was working and I could use. We even asked this, but like the other information we were told to expect throughout the week, we never heard from anyone, even though we asked about it each of the last 2 days of our stay. Finally, on the evening before our scheduled early morning flight home, we were left a message that others had also inquired about this and that we would be allowed to use the hot tub at the Residents Inn across the street. Even though it was getting late and very cold that evening, we figured at least the heat might be helpful to my now very aggravated back. We gathered some stuff and made our way there, only to find about a dozen people all crammed into the small hot tub. We were never able to get in. I truly believe that as much as we paid and how nice this place and location seemed to be, we would have received much better treatment from Hyatt, but this was not the case. I even tried to contact a corporate office for Hyatt in hopes of either speaking to someone or being contacted back, but like all my attempts at the actual location of our stay, I was once again completely unsuccessful. I'm very sorry for such a long explanation for this review, but I believe people should be fully aware of the whole situation and the lack of ability for this organization to overcome untimely...

My husband and I first arrived on Saturday night (5/27) after a long trip from Texas. I had previously requested on the app, that our room be away from the elevator if possible. While we did check in late, we did check in previously before we got there, so they knew we were confirmed.

Ironically, when we got there, our room was the very room next to the elevator and it had a problem with the TV being blue. When we asked to change rooms, the gentleman at the front explained that it was based on check in and availability, which I can understand, but a little empathy would have gone a long way (especially after a 10-11 hour trip there). I feel customer service wasn’t fully there on his part - we weren’t even greeted with a smile, and just overall he didn’t seem to enjoy his job.

After asking if we could get a new room, it was kind of like - well since we’re booked up this weekend, you most likely will have to wait until Monday (which thankfully we did not have to wait that long). When calling customer service the woman mentioned that if you don’t check in through the app, they don’t always know you’re coming or accepting your room - well we had before we got there.

Then we wanted the TV to be looked at on our first night (since that’s what we are also paying for), we were told they would have to look at it in the morning - and they never fixed that. I have been at other hotels where it was no issue having someone look at it that evening and around the same time we had the issue.

Luckily, on our second day, a woman employee (I wish I would have gotten her name) said there was a room ready on the second floor. While we wanted the same floor, I appreciated the fact she was actually trying. That’s good customer service! Later that day we finally got a new room, which was wonderful and exactly like the one we had before, although the door would slam shut and didn't close slowly like the other doors.

Breakfast was ok, nothing special. They had these french toast sticks that I loved, but kept rotating with other items that weren’t as great or fresh. One day I got the waffles and they were almost as hard as a rock. Probably sitting out for awhile. The yogurt and fruit was wonderful though and the coffee was great!

I will say the rooms were clean and the bed wasn't too bad, comfort wise, but it was a bit inconvenient not having a microwave in the room. Housekeeping was always accommodating and friendly.

Overall it was an ok stay. Not sure if I would stay again, and as long as I did, because I’m not really sure if the quality was there for the price, but I definitely appreciate the service and effort on the woman’s part who helped us. It was greatly appreciated! That’s what great customer service is about. Not always having an answer, but trying and seeing if a solution...

We have been to this location three times. While it saddens me to give two stars, there are definitely reasons why.

This place isn’t consistent. Our first trip here wasn’t the greatest with customer service. The second one was ok and then this most recent visit I would say the customer service again was so-so. No real enthusiasm from the people checking you in or anything. The girl even got permanent marker on my license and said nothing. No, “I’m sorry, let me wipe that off”. I mean it may seem like a petty comment, but she just didn’t really act like she wanted to be there. When you have driven over ten hours to get somewhere, you want a little more excitement from the people checking you in.

Rooms need to be updated. I think they’re cutting a lot of corners where they could be investing in a better room setup.

The beds are some of the most uncomfortable beds we’ve slept on. I don’t know if the first or second time we came here they were more updated, but my husband and I both didn’t sleep well during our week long stay.

The shower had very low water pressure. Again, don’t know if we didn’t notice this from the other visits, but definitely noticed it during this one. Also, the sink spout would move around and didn’t seem put in place correctly.

Our tv in the room is always a blue tint without fail. We always ask to be moved to another room, to just have the same issue pop up. This has happened the last two years we have come here and is an ongoing issue.

The window shades were wonky at times and would get stuck. Even the lighting in the rooms could use some improvement.

Housekeeping - they let us know at first it was three days and then after that I guess it’s every other day? They came twice while we were there, but considering we were there for seven nights, I don’t think that’s acceptable. Housekeeping at that point should have been at least three times. While I appreciated the fact that towels and such were brought up when needed, it would have been nice to know we had that service more often during our stay.

Postives: There is plenty of parking, the rooms overall are quiet, the location is great, the breakfast is ok, and when the housekeeping is done, they do a fantastic job!

Sadly, we will most likely have to look elsewhere for a future stay in Destin, unless there are...