Hyatt Place Bloomington/Normal — Hotel in Normal

When have stayed at this Hyatt before and they were very Covid-19 aware and had implemented many safety features to protect their guests, so we decided to stay there again. We checked in at 8PM; we noticed that many, many guests were not wearing masks and the issue was not addressed by the staff. Many families were from the high school baseball players tournament. This was NOT a Covid-19 safe place & I wish we would have left right then. Who knows how many people these (many) families interacted with during this tournament and then came into the hotel mask-free! We also found out that this is a "pet friendly" hotel; I wish they would have told us when they booked us into a room next door to a yappy-barking dog. We had unpacked, changed, and settled in for the night (made cocktails).The dog started barking at 8:30. We called to complain and the desk clerk immediately offered us a new room. I didn't want to repack, change, and move everything, so we declined. An hour later, the dog was still barking non-stop (the poor dog was probably scared and confused in the room all alone!) We knocked on the dog's room but there was no one there. We called the front desk again and they offered us a new room. We asked why the WE should move and not the barking dog people. She replied that they had been there already for several days. Fine. We moved to the 4th floor. It was quiet; we slept. When we went down to check out around 8AM, we complained to the manager. The manager then told us about the "pet friendly" policy and we asked if any dog had been in our room before and what if we, or future guests, were allergic. She told us that pets were limited to the 3rd and 4th floor.....(What?!) We WERE on originally the 5th floor and the MOVED TO the pet friendly floor!!! She said that the family must have "sneaked the dog in" and the policy was that guests must be with the pet at all times. I reminded her that we were on the 5th floor and that the dog family guests had been there several days. She apologized again and the DID NOTHING: No discount; No "Here's 10% off your next stay;" No here's a free drink coupon. Nothing! Just an "I'm sorry." Well, I'm sorry. 1. Sorry for that poor dog. Sorry for the guests on the other side of the room that also asked to be moved. Sorry for future guests who check into room 511, because, if they have pet allergies, then they are going to have a very uncomfortable night. Lastly, we are sorry that we will never stay in the Hyatt again. And if we turn up Covid-19 positive, I know exactly where to point the Tracers: The Hyatt Place...

Arrived just after 11pm. I pulled in front to ask about parking and the front doors were locked, this turns out to be a good move. I am instructed where the parking garage is so I head over and park. I see a person (presumably unhoused) sleeping by the elevators on the second and third floors of the parking garage elevators so I decide to take the stairs. A third person accosts me on my way down the stairs with my luggage asking for money and wants to stay in my room. Now the locked front door is making sense.

After getting back inside the lobby I am relieved and ready to check in with my luggage and head to my room. After a moment I am told there was a software glitch that allowed me to book when they were already full for the day. If that were the case wouldn't someone have called to let me know right away? Most likely this hotel overbooks guests to try and hit a higher occupancy target and if you arrive later you will be screwed.

The good news is the front desk gave me the attached letter and called a nearby hotel to find me a place to stay for the night. They say Hyatt will cover the expenses but I will update this review if they do not. It seems I am still paying Hyatt so I fully expect to see my points at some point after this stay. I will call their corporate line if this does not happen. I take my rewards and status programs very seriously which is why I selected this hotel in the first place, Hyatt hotels are not as numerous as Marriot or IHG in Iowa/Illinois/Indiana so I was excited to book with this location. Oops.

This was an enormous hassle very late in the day and I just wanted to rest after a long day of driving. I will definitely never use this Hyatt location again and I highly recommend others to proceed with caution if you value your reservation or time.

PS I made sure to consume a water on the premises so not only did I experience the service of this hotel, I also tried a product so my review stands and I will appeal any attempts...

Unfortunately I have to give this place only 1 star. The room was nice and clean but unfortunately the customer service was horrible. There was a very nice man working the front desk who was very kind. However there were two woman, one supposedly is a “higher up” who caused this to be very frustrating. When we got to the hotel, they gave us the wrong room, we booked 2 queens beds, they gave us one king. We understood and took the king but didn’t get into our room till 4:57am. We were then told our late check out fee would be $10. We then went to check out and they charged us a $60 fee. The woman was not kind over the phone and made a nice gentlemen check us out, instead of talking to us at the check out desk, he then took the $60 off. 2 hours after we left the hotel, on the highway driving home from our trip, the hotel calls us and the woman said she decided she’s going to put the $60 feet back onto our credit card and charge us again. She did it while we are trying to drive on the highway, and didn’t offer any time or help with this situation of now my card being charged and then charges taken off, then again, then again. I wish the woman who is the “higher up” would have handle the situation differently with kindness because the gentleman was nice and we did really enjoy our room. But unfortunately because of the “higher up” woman’s behavior for the 8 hours we were at the hotel, i just can’t give it anymore stars knowing how she treated the situation. Online it says the late check out fee is $10, still don’t know why we got charged $60. Looks like this is just how Hyatt handles this situation. Very unfortunate for such...