Hyatt Place Ocean City / Oceanfront — Hotel in Ocean City

It's unfortunate that this hotel has misleading 5 star reviews from people who have not stayed here, and it's evident that Hyatt must have encouraged people to post good reviews in anticipation of their opening this past week. However, if they wanted good reviews for their opening, they should have actually prepared, staffed appropriately, and hired employees that have strong customer service skills, rather than relying on misleading reviews.

Customer Service stars: 1/5 My wife called to request an early check in. The employee who answered told her that the only way we could request early check in was if we paid $50. When she told him we were not interested, he made it clear that they would hold our bags, but that we would not be able to check in until "3 or after." This is ABSURD. We have requested early check in dozens of times at other Hyatt properties, so we aren't new to this process. We completely understand that the hotel can be booked full and that checking in early may not be possible. However, to demand $50 just to place our name on the list is insulting. Customer service is as simple as taking down our name and seeing if any rooms are available early. If they aren't, no big deal. But trying to swindle money out of people who want to check in early is a big deal. The employee was polite, but certainly not nice or accommodating.

If the hotel was really that full and they were that swamped, I can't imagine what they'll do on Labor Day weekend when they are actually at capacity and swarmed with people. If they expected a high occupancy, they probably should have staffed enough people to keep up with both cleaning the rooms and checking people into them.

When we finally did check in, we checked in at 2:30 (and our room was available, contrary to what we had been told on the phone). Staffers did not know how to use the registers, so the line was long and the service was incredibly slow. We stood there waiting for someone to acknowledge us for quite some time. The woman helping us was very nice, which we appreciated, but the wait was incredibly slow and the service was still poor. She charged our card an additional $50 for incidentals, but we only know that because the employee next to us was explaining that to another guest. Had we not happened to overhear him, we would have been charged another $50 just for using the in-room coffee machine. We couldn't believe that the woman checking us in didn't mention this to us at all.

On day 2 of our stay, my wife purchased a drink from the gallery area. The employee asked if she wanted to charge it to the room and she said she would prefer to put it on a credit card. When she took the credit card out, the employee insisted that it be charged to our room instead. While this is a small thing, it's just unacceptable to have such poor customer service on your third day as an open hotel. Bonus: the drink wasn't even cold.

Amenities: 3/5 While this hotel is brand new, we were disappointed by the amenities. The continental breakfast was, for lack of a better term, garbage. The oatmeal was overcooked so much it was solid (couldn't even spoon it out), the fruit was clearly some sort of canned/packaged kind and tasted gross, and the juices were watered down. Selection of other choices were limited, and there were no labels on food. Thankfully, neither of us have allergies.

The gym is tiny and only has 2 ellipticals, 2 treadmills, 1 bike, and some weights. It's nice but during the summer season, it will be completely full most of the time.

Location: 5/5 It's right on the beach and is incredibly convenient. Our room looked out over the ocean and we loved sitting on the balcony. We were able to run back to the hotel anytime we needed to use the restroom or get something from the room.

On opening weekend (and every weekend, really), it should have been staffed full of their best and friendliest employees. We came off season, late September, but still feel like we wasted our money. I can’t imagine paying $300-500 a night in the peak season for such a...

The worst hotel experience I have ever had. Hyatt please please please don't do a pet friendly hotel if you don't have the proper cleaning staff, cleaning products, regulations on how many pets per room.There was no staff to monitor what pets were coming into your facility. Guests would Check in without their pets then go to their cars take the elevator from the ground floor to their rooms so you're not seeing what animals they are bringing due to the location of the front desk which is not on the ground floor where the parking is. I Saw people with multiple pets going into one room large dogs .The whole place smelled of dog droppings and pee. Also dog droppings in the elevator. My room also have a foul-smelling odor which we found out it was dog droppings that was not cleaned up properly in my assigned room. Check out the same evening I checked in. Caitlin the front desk employee was the worst.Had no idea of how to rectify the situation had no customer service skills whatsoever. She kept telling me okay okay what is okay when my room smells like dog droppings. There are no dog beds so the animals are sleeping on the same bed as the human beings there should be a certain amount of rooms allotted for guests who do not travel with pets did you ever think maybe someone could have an allergy. When booking the room with Hyatt customer service they need to make sure they state that this is a pet friendly hotel I would have never made the reservations. Don't want to sleep in same bed and use sheets and use towels that people use for their pets. I am 100% sure that the people who bring their pets are using the towels and the sheets for their pets. Did speak with management they gave me some points which did not add up to a free stay at another Hyatt hotel. This type of experience should warrant a free night stay at a different Hyatt Hotel. If anyone at that hotel had any customer service skills I should have been compensated a free night stay at another facility in the future. I was taking this trip to celebrate my husband's birthday and we were going to meet up with friends and family in the area to celebrate with us. my son was also on the trip with us.The fact that I had to debate with the front desk clerk Kaitlyn about my experience in my room is absurd she should have immediately changed my room the truth is after going through that I would have never stayed in that hotel overnight but would have came out with a better feeling if she would have addressed it right away and show that she care and was apologetic that my room smell of dog dropping and actual dog droppings were in the room. I don't want to forget to mention Phillip he was very professional he kept me from crying at the front desk because I was so upset with the way that Caitlin was handling my situation. As soon as he came to the front desk area he did his best to take over the situation and he actually came up to my room and saw everything that I reported to Kaitlyn so that is the one good thing that happened that night Thanks Philip. One other thing, I told Caitlin, there was dog droppings in the elevator I did not notice it when I first went up to my room but apparently a dog came in and had an accident in the elevator when I went in the elevator 15 minutes later the dog dropping was still in the elevator. Caitlin why are you working there do you care about a customer's experience in that hotel. I notice I did not get a reply back from anyone under my comment which continues to show their customer service skills...

This hotel is difficult to review. I will say the staff is extremely attentive, kind and professional. I give the staff 5 stars.

We had the 2 queen bed Ocean Front room with a sofa. When I reserved this room I didn't notice on the website anywhere that they allow dogs. I like dogs, don't get me wrong but they should make it very clear on the website that they allow dogs. My husband and son are allergic to dogs. Our room had a smell of dog urine right by the head of our two beds. It was tough to tell if it came from the carpet or had soaked into the bedside table. It was gross to smell when we were either relaxing and worse when sleeping. Not to mention the loud as all get out dog next to our room. Barked so obnoxiously in the halls all hours of the night.

The next is our bathroom sink was not draining. We didn't tell them b/c we were not interested in having a plumber come in our room or having to switch rooms b/c we hadn't discovered it until we had unpacked. It was a minor annoyance but gross.

There are no microwaves in the rooms. You can however go to the lobby in your pj's if you are heating up a late night snack. We ended up going to Walmart and getting a $50 microwave. It's a shame we had to after paying $1600+ for a 4 night stay.

All ice machines say "out of order" and it's not a covid issue because the breakfast buffet was open and had way more traffic than an ice machine.

The shower head is not the best. It won't move or change pressure. It's just 2/3rds working and hard pelting pressure. I couldn't rinse our shower out b/c the stream of water just hit one spot.

Last but not least, the people in the room next to us were obnoxiously loud, smoking weed, smoking cigarettes. One night we were woken to the door slamming and the man yelling F this and that so angrily that I was worried if there was going to be a domestic dispute. I was worried for my family. I had my hand on the phone to call the police as I waited for it to settle down.

This hotel has nice accommodations and potential but I wouldn't stay here again. My husband wanted to cut our vacation short but I was concerned we wouldn't be refunded. The only thing that saves it is the amazing staff! They were so friendly and accommodating. Lisa is one of the nicest staff members. They were all very nice but we dealt with her a lot.

Update* On our last night we had to call hotel security on the people in the room next to us. It was not a very relaxing hotel situation to be in. After contacting security, I will say we finally had some peace. Between wanting to call the police one night due to what seemed like a violent guest and then having to call security the last night, I can't recommend...