Hyatt Place Orlando Airport — Hotel in Orlando

We stayed for 7 nights (plus 1 day rate on the last day) with 2 rooms at the Hyatt Place Orlando Airport Hotel last week. Overall had a pleasant experience during the course of our stay, with good rooms and breakfast but it was all tarnished with a very nasty and inhumane check out experience on the last day. Our international flight was at 9pm on day 8, hence we had pre-booked an extra day for $100 per room, with check out at 5pm (from the usual 12noon - so $100 extra per room to stay for the extra 5hrs, which we were absolutely fine with).

Unfortunately, by the morning of our checkout, the results of our PCR tests that we had done 72hrs prior had not yet been released. Hence, we had to scramble to the airport testing centre at 7am for a Rapid PCR. The queues were so long that we finished only by 4.30pm and rushed back to the hotel to pack and check out. We barely had 30mins to pack and hence requested for an extra 30mins (explaining our plight and situation) for check out at 5.30pm. The staff flatly refused and started threatening us to leave within 10mins or else they would charge us for the entire night. They also said that it was not their problem/delay was not from their side so they didn’t see why they needed to give us the extra time we requested. The lady on duty was extremely rude and inconsiderate. She stood outside our room from 5.10pm knocking on our doors to check out, very well knowing that we were rushing with our packing to check out. Was very humiliating and unpleasant - not something we’re used to from where we come from, where hotel staff go out of their way to make their guests feel comfortable.

To the lady/manager on duty, show some respect to your guests and learn the art to decipher a genuine request from a fake one. We were a family with 3 kids, tired and exhausted from the days experience, trying hard to catch a flight that we could have missed. The least you could have done was just give us the extra 30mins without bickering and adding more stress to our already stressful day. Would have been so much better if you would have just asked “what can I do to help you”.

Very sad customer service. I told the lady before leaving “Try to be a lil more sensitive and humane.” I don’t think it meant anything to her, coz I could hear laughter and giggles in the background, as soon as I left.

Would also like to mention that the hotel staff didn’t know much about PCR testing locations and couldn’t offer any guidance during our stay. In the current situation, it would be good if they kept themselves abreast with handy information for...

The room is beautiful, and no issues thus far but the customer service at the Hyatt Place Orlando Airport leaves a lot to be desired. After a red eye flight arriving at Orlando airport at 8am, I was not able to check in to the hotel because check in is at 3pm, so at 1pm I went to the Hyatt Place and inquired about early check in. I was told there was only an available room on the second floor and if I wanted a high floor room as I had paid in full for, I would have to wait until 3pm when the guests in those rooms check out and the rooms were cleaned. I asked them if they could store my luggage and they said it was not a problem, that I should let the desk know when I return. I came back at 2:30 because I was exhausted after being up for 30 hours, and inquired if a room was ready. I was told I had to wait until 3pm. I waited until 3:02pm, and was not approached by staff although I was sitting across from the check in desk. When I walked up to the desk, the receptionist told me to wait a moment and called housekeeping to see if a room was ready. They said they were just about done, so the receptionist prepared a key, then I requested my luggage and I was asked to provide a ticket, which I don’t recall receiving. After I searched for a ticket for a few moments the receptionist asked what color my luggage was and walked away. When she retrieved my luggage, the ticket she asked me to provide was attached to my luggage. No apology, no comment. She then handed me the keys to my room and stated it was on the second floor. I explained how I was offered a second floor room at 1pm and was told that the room I paid for was not available until 3pm. I commented that the same room I could have had at 1pm is the only one available and she just replied that they only have second floor rooms. Basically, since I paid in advance and it was non-refundable, I was forced to take whatever they chose to give me and it made no difference that I was told I would get a higher floor room if I waited until 3pm; that was just a blatant lie. I will never stay at this hotel again due to the poor customer service of every staff with whom I interacted. I work in the service industry and would never dream of interacting with customers in such a way with no sense of responsibility or accountability. I expected more from a Hyatt hotel, but clearly I might as well stay at a Travelodge or motel 6 because I’d probably be treated with...

Nice hotel but so-so service, expected more from a "Hyatt". After a somewhat "noisy" flight thanks to a 2 year old's meltdown, we were looking forward to getting to the hotel. As instructed, we called the hotel for the shuttle and they said someone would be there shortly. We waited 1/2 hour and called back. They said soon. We waited another 20, called back again. We were told to take a cab, that they would pay for it. We did, the cab driver said this happens a lot with them. It was now almost 10:30 pm. We looked at the menu for room service, ordered two hamburgers. Were told we would have to come down to the lobby to pick it up as they had no one to bring it up to our room. Ok, then they called our room about 20 mins later to say they couldn't cook our burgers as they had no buns. I asked if they had the pretzel rolls, yes, they did, I said use them. they did. 20 mins later, my husband goes down and picks up our room service meal. No dessert in the bag. Back down he goes. The food itself was yummy, but really?

The room was beautiful and quiet, we did not get to really enjoy it much after arriving later than expected and then having to wait double time for our meal, I must say, eating a hamburger at midnight gave me flashbacks to high school/collage!!

The bill that came under the door the next morning had charged us twice for our room service.

We had breakfast, which I think was ok! We then got our bill straightened out. And off to the airport in the shuttle, which happened to be parked and waiting outside. The drive was good, but then the driver told us the counter we needed at the airport was way down the other end from where he dropped us off. We walked down, following his directions, each pulling a large suitcase, back pack, (think not light travellers here). We walked the entire length of the airport - only to be told, nope, counter we needed was way back to where we were dropped off!!!! Yah, good thing we were going on a cruise and had a week to get over the experience!

So good on the hotel room itself, bad on service etc. Would actually stay...