Hyatt House across from Universal Orlando Resort™ — Hotel in Orlando

Stayed here with my wife and 3 children ages 6 8 and 11. ||||We stayed Friday night and Saturday night , checked our Sunday morning. ||||I had trouble picking a hotel as I've never stayed in the Orlando area and we had plans to go to universal on Saturday. ||||We drove in from Bradenton Friday afternoon, 3pm check in time is what they state all over the internet.... we had to wait in the lobby while everyone that came in after us got assigned a room right away, the front desk attendants were actually nice younger people... but we found out our room was delayed because "some drawers on the dressers came off track " ... we waited 45 minutes until that was fixed and we were finally able to go up to our room. Room 422 we were given. Upon arrival to this room I walked through it , the shower curtain looked like it had been destroyed by a small animal like a cat or something, those drawers they postponed us for still jammed and half on track and to top it off My children sat on the bunk beds and quickly noticed someone's old Pez dispenser , a bra strap , and 3 open bags of chips shoved between the bunk bed and wall. ||||||||I don't write reviews, nor do I typically complain, but I spent 400$ for 2 nights at this place ...(180 a night ) so I walked downstairs and asked for either upgrade to a suite (I offered to pay if they had any available ) or a new room. They said they were all booked except for another room 4 floors up that met the same criteria we had originally booked.. I obliged l, frustrated but surely the second room wouldn't be as bad condition as the first. ||||824 the replacement room,||||Same layout, just flip flopped from the last room, it was all going okay as my wife reassured me "it's just a place to sleep we're only here for a weekend" that's fine I took a deep breath and decided we'd just grin and bare it. Spent alot more time out of the hotel Friday so I could get my mind off of it and my kids could have fun (Orlando is extremely exciting and has a lot more complicated freeways than Bradenton where we stayed prior ) we return Friday evening and sleep. ||||||Saturday morning we wake up and go to universal studios epic universe. Great time tons of walking. Tons of fun. ||||Return back to the hotel and go to sleep. ||||Hardware screws under the bunk beds, wood paneling left underneath them , old vapes under the entertainment center of the Tv... ||||||I wake up Sunday morning (today ) to go shower while everyone else is asleep and prepare to run down to the breakfast they offer....as I'm met in the shower by a f*cK!ng cockroach.... not a small one , not a big massive hissing one like on TV but a cockroach none the less...||||||This is the final straw for me , I have reached my boiling point.... I am waking my children up and getting the F!CK out of here. I will NEVER stay at this hotel again nor will I stay at any HYATT HOUSE or HYATT owned hotel, absolutely DISGUSTING. ||||I have photos of the cockroach and shower curtain aswell as the chip bags behind the bunk bed if anyone needs to see them (will post if allowed on review ) ||||||Carlo Pipia , stayed August...

This is an amazing hotel. It was really clean and very spacious. The entire staff was friendly. There is a shuttle to take you to and from Universal but it is also actually close enough to walk. It is near an outlet (also walking distance). Breakfast is included and it has a restaurant and bar. I would absolutely stay here again!!!

More details:

Check-In - check wasn’t bad. Our room wasn’t ready when we first got there even though we did online check-in. The nice lady gave us free parking for our wait (initially $22 a night). Our room was ready shortly afterwards.

Rooms - We had a 2 beds with kitchen and living room. The room was really big especially for a family of 4. It came with a full kitchen and equipped with everything and the living room was a nice size. The bath room was fairly big as well. The rooms were CLEAN. The beds were comfortable and the room had plenty of storage. It also came with a safe and had 3 TVs, 3 mirrors, 2 closets, and a lot of lighting (which I love). The noise level was good. We didn’t hear any noise in the hall way or from other rooms.

Elevators - There are 3 and we never had to wait long for an elevator. They were also clean.

Pool - The pool area was nice and they provided towels. The water was a good temperature. One day there were bugs in the pool but I’m guessing it’s because of the rain and it is an outdoor pool.

Restaurant/Bar - We ordered pizza, wings, and drinks. Everything tasted great. The lady who waited on us was very nice.

Breakfast - Breakfast was okay but there was a variety of options. It was either pancakes, waffles, or French toast, sausage or Canadian bacon, eggs and either hash browns, breakfast potatoes, or tots. Then the regular cereal, bagel, bread for toast, etc.

Parking - It was easy to find parking but we didn’t move our vehicle as much since we used the shuttle or walked places. As mentioned above, parking is $22 a night.

Shuttle/Universal Desk - I wish I got the young lady name at the desk to reserve the shuttle. She was so nice and sweet and really helped us with all of our questions about universal. There was a nice man there one day as well.

The entire...

The lobby is very nice; light, welcoming and modern. The room that my family and I were assigned to was a bit dark. A few of the lights were not working and the drains were very slow and I assumed a bit backed up. The phone was completely dead and did not work unfortunately. Lastly, the air conditioner was either ice cold or very warm and muggy; there was never a happy medium and we slept very uncomfortably.

We went to request a change of room the following morning. I spoke to Alexa at the front desk and she said our option was to change rooms immediately. I told her we were about to leave for the day and we would be returning later that afternoon. When we returned to change the room Alexa had left for the day, however she left 'Notes' in the computer. The current front desk clerk told me, as per the computer notes from Alexa, room changes are NOT allowed in the afternoon. (Yet no valid reason for this was given). Housekeeping was still there as well. She said Alexa told us it could only be changed in the morning. I informed her that Alexa NEVER told me morning changes were required, or I would have done it right away. Alexa LIED and told the agent that she informed me of this, and it was a bold faced lie unfortunately. I had to BEG the agent for the new room. It was so tiring and draining.

(Upon returning to the room at 4:30pm, the room was unmade and nothing was cleaned).

Finally after 30 mins of discussing the room and pleading for a new room, one was assigned to my family and I.

This was an extremely frustrating experience.

The next morning I saw Alexa before departing and told her I did not appreciate her lying to the other agent and the false notes she left the previous day. She was very unprofessional and lacked any accountability.

One of the agents by the name of Kumar was amazing and so very helpful. He knew we had a rough time and he was so friendly and compassionate, and offered to help in any way that he could. I very much appreciated his kindness. -Fantastic employee.

Unfortunately, I do not think we would ever return there for a stay, or recommend to...