Hyatt Regency Monterey Hotel and Spa on Del Monte Golf Course — Hotel in Monterey

We set out for a restful Labor Day weekend in Monterey Bay, and on the surface the Hyatt Regency offered a convenient location just a short drive from local attractions. Our vacations are usually active, so we don’t spend much time in hotel rooms, but the time we did spend at this property was more than enough to reveal a swarm of problems that point to deep mismanagement.||Flea Infestation and Mishandled Response||On our third day, we returned to our room in the afternoon after housekeeping had been through. As we prepared for an evening dinner after a shower, we realized we were being bitten by fleas! This was alarming not only because we don’t own pets, but also because we were in a “pet-free” building on the fourth floor. While pests should never be an issue in any room, this was particularly shocking given the circumstances.||We immediately contacted management. Their reaction was casual and dismissive - they weren’t surprised, offered no real solutions, and gave us the impression that this was a regular occurrence. We had to insist on being moved to another room. Despite originally paying for a top-floor unit with a pool view, we were reassigned to a second-floor room in a separate building overlooking a parking lot.||We also asked for our clothing to be washed, which is standard protocol when dealing with fleas. Instead of prompt action, we faced pushback, delays, and a confusing relay of conversations with at least three or four different managers over two days. First we were denied cleaning outright, then promised help that never came. Staff repeatedly assured us our clothes would be picked up “in 30 minutes” or “at 8am,” but no one followed through. Only after repeated calls and an in-person visit to the lobby did our clothes finally get washed in the early afternoon the next day, and by then, we had lost a night and nearly half a day managing an issue that should have been handled proactively. The laundering even damaged some of my clothes.||Facility Failures||Hoping to salvage the trip, we tried using the tennis courts the next morning. Staff told us the courts were first-come, first-serve and equipment was available upon request. At the front desk, we were given one mangled racket and told the second would be available at the rental building near the courts. When we got there, the building was locked and complete shut down. Returning for clarification, staff shrugged and said they “didn’t know.”||Root Causes: Pests and Mismanagement||Two clear problems define this property: pests and poor management.||Pests: While the hotel is pet-friendly, buildings are supposedly divided into “pet” and “non-pet” areas. Management admitted, however, that cleaning staff use the same equipment between both, almost certainly allowing fleas to spread to pet-free rooms like ours.||Management and Training: The flea issue should have prompted urgent action, but instead we encountered indifference, lack of communication, and no accountability. We had to fight for every basic request, from moving rooms to getting our clothes washed, and dealt with multiple managers who had no knowledge of the situation. Even smaller requests, like trying to play tennis, were met with misinformation and disorganization.||Final Impression||What makes this experience even more disappointing is that not once did anyone apologize or acknowledge wrongdoing. Instead of a relaxing holiday, we spent days negotiating for reasonable accommodations, contending with fleas, and dealing with untrained staff that was only consistent in a prevailing lack of accountability.||We checked out on time and left with no apology, no acknowledgment, and nothing but frustration. If you’re considering this Hyatt Regency, be prepared for two infestations: one of fleas, and one of...

We set out for a restful Labor Day weekend in Monterey Bay, and on the surface the Hyatt Regency offered a convenient location just a short drive from local attractions. Our vacations are usually active, so we don’t spend much time in hotel rooms, but the time we did spend at this property was more than enough to reveal a swarm of problems that point to deep mismanagement.

Flea Infestation and Mishandled Response

On our third day, we returned to our room in the afternoon after housekeeping had been through. As we prepared for an evening dinner after a shower, we realized we were being bitten by fleas! This was alarming not only because we don’t own pets, but also because we were in a “pet-free” building on the fourth floor. While pests should never be an issue in any room, this was particularly shocking given the circumstances.

We immediately contacted management. Their reaction was casual and dismissive - they weren’t surprised, offered no real solutions, and gave us the impression that this was a regular occurrence. We had to insist on being moved to another room. Despite originally paying for a top-floor unit with a pool view, we were reassigned to a second-floor room in a separate building overlooking a parking lot.

We also asked for our clothing to be washed, which is standard protocol when dealing with fleas. Instead of prompt action, we faced pushback, delays, and a confusing relay of conversations with at least three or four different managers over two days. First we were denied cleaning outright, then promised help that never came. Staff repeatedly assured us our clothes would be picked up “in 30 minutes” or “at 8am,” but no one followed through. Only after repeated calls and an in-person visit to the lobby did our clothes finally get washed in the early afternoon the next day, and by then, we had lost a night and nearly half a day managing an issue that should have been handled proactively. The laundering even damaged some of my clothes.

Facility Failures

Hoping to salvage the trip, we tried using the tennis courts the next morning. Staff told us the courts were first-come, first-serve and equipment was available upon request. At the front desk, we were given one mangled racket and told the second would be available at the rental building near the courts. When we got there, the building was locked and complete shut down. Returning for clarification, staff shrugged and said they “didn’t know.”

Root Causes: Pests and Mismanagement

Two clear problems define this property: pests and poor management.

Pests: While the hotel is pet-friendly, buildings are supposedly divided into “pet” and “non-pet” areas. Management admitted, however, that cleaning staff use the same equipment between both, almost certainly allowing fleas to spread to pet-free rooms like ours.

Management and Training: The flea issue should have prompted urgent action, but instead we encountered indifference, lack of communication, and no accountability. We had to fight for every basic request, from moving rooms to getting our clothes washed, and dealt with multiple managers who had no knowledge of the situation. Even smaller requests, like trying to play tennis, were met with misinformation and disorganization.

Final Impression

What makes this experience even more disappointing is that not once did anyone apologize or acknowledge wrongdoing. Instead of a relaxing holiday, we spent days negotiating for reasonable accommodations, contending with fleas, and dealing with untrained staff that was only consistent in a prevailing lack of accountability.

We checked out on time and left with no apology, no acknowledgment, and nothing but frustration. If you’re considering this Hyatt Regency, be prepared for two infestations: one of fleas, and one of...

We stayed at the Hyatt Monterey 7/11-7/13. We had a bad experience made worse by your manager on 7/12.

We checked in around 1pm 7/11 and were given a room in the very back that was more of a cabin style than a hotel. Due to there being no hallway and no actual closed off space for the bathroom area (sink and vanity were outside toilet/shower room with a half wall) I asked to change rooms. We are a family of 4 so this lack of privacy was a problem and no hallway was a safety issue for my 4 and 5.5 year old children.

I called and asked for a room change for those reasons and was told to call back in 1-2 hours because of checkout/turnover. Came back to hotel at 4:15pm and went to front desk. Associate told me we couldn’t change rooms because they didn’t have any. I asked for a manager. He was very helpful. Found us a room in Building N - room 1553. We waited about 10 minutes for it to be ready then brought our stuff up.

I noticed quickly that the floor was soaking wet next to the tv stand. I called front desk to let them know - they offered to extract water and bring in fans. That’s insane to do while guests are in the room. We should have been offered another room immediately. A wet carpet is a safety issue! I asked for another room and was told they are fully booked so we couldn’t switch rooms but would be put on the list for a new room the next day. They also offered a $50 room credit. I accepted since we had no other options.

Engineering came to the room while we were at the pool and upon our return, and my children in the shower, housekeeping came to extract water. I told them I had already said no to this tonight and now I had naked children in the shower. They agreed to come back the next day.

I called at 8:30am to let the hotel know we were gone for the morning and they could do the water extraction. At 12:30pm we returned to the hotel. We had not been contacted about a room change. Upon our return to room 1553 I noticed the carpet was now wet from the TV to the headboards - from one wall across the room to the other! Obviously there is a water leak. I called the front desk and was put on hold. After 5 minutes on hold I hung up and walked to the front desk.

The same associate as yesterday told me our room wasn’t ready. What terrible customer service. I asked for a manager. Upon hearing this, a tall white man at the front desk immediately began finding a room for us. He was able to locate room 104 in Building A and was getting us set up.

In the meantime, the manager (a young black woman) appeared and was not helpful. She never apologized for the inconvenience of staying in a room with an active leak. In fact, she accused me of causing the water on the floor because the engineer saw an ice chest in the bathroom of our room!!! I was shocked and appalled. Instead of trying to make the situation right, she accused me of creating the problem. I told her that the expanding leak had actually caused some of our bags to get wet - no reaction. I was at a loss for words. Paying $315 a night to stay at a resort and be treated this way!!!

This is my 3rd time staying at this hotel. I will never come back and I will warn people about the horrible guest services and...