Hyatt House Raleigh Durham Airport — Hotel in Morrisville

Do NOT use this hotel for your wedding hotel block. I hardly ever leave bad reviews as I believe people are human and sometimes mistakes get made but this entire experience was extremely stressful and I wish I had never gone with this hotel. I have given 2 stars as the hotel itself seemed nice and the room our groomsmen and families had were spacious and clean. However, one of my guests who traveled several hours to come to my wedding had a hotel room that was not clean(dusty and hairy around the toilet, mold in the bathtub), the air did not work, and they were not able to locate anyone to help them by phone or by trying to walk around and find someone. So it seems the rooms themselves may be inconsistent.

The process for us booking a hotel block through this hotel started out great. Our original booking person at the hotel was nice, responsive, and everything was taken care of in a timely manner. During this time, we talked about how one of my family members would need a wheelchair accessible room and that this room specifically would not be included in the hotel block so no one would take it when booking. She also said she said could offer us two shuttles round trip from our venue after I had asked about that being a possibility. I let her know my mom would call her when it got a little closer to the date once she knew how many family members were coming to our wedding. The booking person also said that people need to book directly through the website or through calling her because she was the only one who could give the discount.

Unfortunately, she left the hotel just a few weeks after I had booked a hotel block and I was given the contact information of who would be taking over. The person who replaced her was not as responsive. My mom tried to call the number he provided several times. She left messages and was not able to get in contact with him, which was frustrating because the previous person said that we could only book through the event manager. Eventually, she ended up having to book through someone else at the hotel, which we were told we couldn't do in the first place. Additionally, I emailed him two weeks before our wedding weekend to see if we could get the list of people who booked with our hotel block. I never received a reply. We didn't hear about the shuttle either.

Planning a wedding is stressful enough. It was extremely disappointing that I had to worry about something so simple as making sure my family had a wheelchair accessible hotel room at the discounted rate. If you're looking for a hotel for your wedding, you're better off going...

I have stayed in this hotel twice and had bad experiences with trying to utilize their shuttle. The first time it was 'broken' upon my return and I had to get a taxi to the hotel. The desk person, and subsequently the manager, refused to refund my taxi fare because the shuttle is "complimentary" and implied that they don't have an obligation to provide the shuttle. ||The second time, upon return, I waited at the airport for more than the scheduled 30 minutes and when I called to request the shuttle I got a Verizon message that the phones were down. I texted and tried to call the Hyatt reservation system, but nothing came of that, so I took an Uber to the hotel and found the shuttle sitting out front and the desk person said that it was not running. It turns out that the phones had been done for days. Their website clearly states that the shuttle runs every 30 minutes until midnight but it wasn't running, and no reason was given for that. The desk clerk, and the hotel management 'team', refused to reimburse me for my uber fare despite me asking on several occasions. ||Understand that the hotel charges $40 to leave your car in their lot...yet they claim, on both occasions, that the shuttle is complimentary and therefore they do not owe reimbursement for when they chose not to run it. That is total BS. ||Eventually the hotel management 'team' agreed to give me 5,000 Hyatt Points, but refused to reimburse me for my uber fare, either time, as they continued their position of "complimentary" releases them from any responsibility to try and reach me, make other arrangements or otherwise accommodate the situation. Keep in mind that when you check in and pay the $40 they require you to complete a form that has name, contact information, date & time of return, etc on it...so that gives them an opportunity to flex into alternate solutions but they, for reasons unknown, chose not to try and accommodate their guests/customers. ||The management "team" representative was wholesale uncooperative, unapologetic and could not have cared less that I had to wait 45+ minutes for their non-existent shuttle. They really, really do not care to keep up with the promises that their...

This place has neither a pack-and-play nor sympathetic employees.

My wife and I planned to stay here with our one-year-old daughter after a late flight into Raleigh. It was our first time ever traveling with a baby, so we were already a bit anxious. I called the hotel months before our trip to make sure they had a pack-and-play for our daughter to sleep in, and they said yes. My wife called the week before our trip to make sure one was added to our reservation and they said it was.

We show up at 1 am, check in, and I ask about the pack-and-play. A man whose girth was only overshadowed by his incredible uselessness stared at me blankly and said he knew nothing about that. Not feeling terribly confident, we went to our room to find no pack-and-play.

Back at the front desk, I asked him about it and he again said he knew nothing about it. So then he went looking, presumably, and wandered away for a while. He came back and mumbled that he looked in every cleaning closet and didn’t see any. Then he just kind of stared at his computer. I assumed he was looking something up, but I don’t really think he was - he was just hoping I’d go away.

He kept mumbling that he saw nothing about a pack-and-play on our reservation, which is another unfortunate wrinkle in this story, if true. I know we called twice to double-check, so perhaps it really was some other useless employee’s fault that they never really wrote down what we needed. But then this guy, the one I was cursed to deal with in the wee hours of the morning, didn’t once apologize for the inconvenience or offer any semblance of a solution. He just stood there, acting like I was being absurd for wanting a place for my daughter to safely sleep.

The thing is, one year-olds can’t just sleep in a normal bed. That’s why cribs exist, and a pack-and-play is specifically a travel crib. Without one, and without anyone at this hotel willing to even investigate further, we couldn’t stay there. I checked out, we left, and we had to go check in to a different hotel at 2 am. They’re the Cambria Hotel, and they actually have a pack-and-play, and are...