Hyatt House Naples/5th Avenue — Hotel in Naples

I do not fault hotels or restaurants for issues beyond their control, but must make an exception here because of their dishonesty. We arrived on Friday afternoon anticipating a long weekend at a nice hotel. Weather in Naples upon arrival 87F/Dew Point 74. What we could not know - nor were told at check in - is that ALL of the individual hotel room’s air conditioning systems had failed THE NIGHT BEFORE. As we entered the room we figured that the previous occupant or maid service had deliberately turned off air conditioning via the wall mounted thermostat, which was reading 81F. It didn’t respond or reset, so we attempted to call the desk. The bedside phone was inoperable due to run out battery, so walked back to the desk - where a bunch of irritated hotel guests were loudly complaining about the A/C outage. Hotel management’s explanation was - wait for it - that an “Act of God” ruined the A/C. And that it was unknown how long before it could be restored. Cut to the chase: the hotel staff sent a room fan to our room & (can’t make this up) suggested that we keep the hallway door AND the balcony door open all night. (That hotel is at the Everglades!) We gathered our stuff and drove away from that terrible example of a Hyatt property. Called today (Saturday) just to check and was told A/C not able to be restored until “MONDAY” at earliest, indicating that their staff was told to continually lie about the problem. A problem that affected the FULL HOUSE, and has now served to ruin every guests opinion of what used to be a trustworthy brand of lodging. If that’s the new direction of Hyatt, and it may be, strongly suggest travelers find hoteliers who at least try to live up to their advertising. Added after Owner response He completely missed the point. As I stated in my first sentence, the catastrophic air conditioning problem itself was NOT my complaint. It was the manner in which it was handled by hotel staff. Deliberately withholding the fact that there was no a/c in most rooms at Check In, then subjecting all of the (many) new guests to the hassle of having to trouble shoot an unsolvable problem that made their rooms a stuffy 81F is unacceptable. The desk clerks were evasive and unhelpful - likely bc there were so many equally irritated guests surrounding them all afternoon & evening. There was NO mention of courtesy relocation or compensation - indeed the holiday weekend had filled all of the local lodging properties (as we personally discovered). The capper to hours of intentional disinformation and obfuscation was being told to “jar the balcony door open” all night - maybe for the entire weekend? Really? That Hyatt property fails - not for having to deal with a catastrophic air conditioning outage, but for its abysmal management of what Hyatt guests expect from what is supposed to be high...

We booked well in advance letting the hotel know that it was our 20 year anniversary. We chose this specific hotel because of the reviews and "pictures." We do not get to get away much because we have kids and jobs and this was supposed to be special. I will be completely honest, I will never stay in a Hyatt hotel again. We were treated like just another number and at times like we were interrupting their conversations. We picked a room with a view and thought(due to pictures) a balcony to relax and enjoy the view. Instead we were put about a far away from anything as possible. We had zero view on the first floor, no balcony, can't even open the windows a little to enjoy the bay breeze. We put notes that it was our anniversary and begged for a different room. Our room had ripped bedding, blood stains, soaking wet tissue box inside of the tissue holder, hair on the toilet seat. I do have pictures. We had to walk a dang mile to our car each time we needed to leave anywhere because we were in the opposite side of the only way out of the hotel by car. Oh and surprise! There is a 27 dollar a night parking charge if you just so happened to drive to the hotel. No warning. Just oh well. Who doesn't have a car?? And our key did not work in the middle of the night to let us into the hotel from the parking garage(which is the only way in besides the front.) We had to walk all the way around just for the staff to look at us like we were both loosing it or bothering them. Claimed our keys worked just fine. But yes, we must have wanted them both to keep turning red when swiping so we could walk around at mid night... This stay felt like a joke was being played on us. I will say that the rest of Naples was so kind to us and celebrated us in such a special way each place we went. Hyatt- you and your staff need to be re-trained on common courtesy and decency to your guests. We had a beautiful anniversary last year at a competing hotel chain. They treated us so well and we're sweet and courteous. They just went the extra mile for us and we cherished that. This year was a true mile stone and I am disappointed we chose your hotel. We literally almost went with Bayfront on 5th and from other reviews on your hotel I guess that would have been the...

Positives first: The room was very clean and freshly updated. The bed was comfortable. The location was nice. It's just over a mile to the beach so definitely walkable. The beach there was very clean. The breakfast was really good also and the omlet bar is a nice touch.

We had a few bad experiences that really put a damper on our vacation: We arrived way before check in around 6am so understandably the room was not ready. The staff at the front desk took our name and said they would call us as soon as the room was ready (we did not ask for this, they offered) which we thought was nice. They never called. We came back from the beach around 1 and stood in the line of people checking in and our room was ready thankfully but we didn't like the unfulfilled promise.

Also on the third day of our stay we asked for house keeping to make our room. They did a great job but forgot to give us new towels which was fine. Everyone makes mistakes. We just went down to the desk and asked for towels and they said they would have some sent to the room. They never came. I ended up just taking one off the house keeping carts the next day.

There was also some miscommunication about the time breakfast starts. The front desk said it starts at 6:30 but when we got there the ladies setting up said it starts at 7. I still couldn't tell you when breakfast is supposed to start. Also the dishes are pretty dirty and the cups all have a film on the inside which may just be from going in the dish washer but it made me not want to use them.

Also you have to pay 12 dollars a day for parking or 16 for valet which was not disclosed prior to arriving which seemed ridiculous.

Really this would have been a pleasant stay if not for the staff at the front desk and the price. The front desk staff were very rude and didn't seem to care and for the money we payed for this trip I would expect more. (The rest of the staff was always very pleasant) Also the parking not being included in the price seems shady to me.

I would never recommend this hotel to anyone or go back. I think we could have found an equally nice hotel for less. They make it sound like a resort but it's just a very average hotel that...