Hyatt Place Baltimore/Owings Mills — Hotel in Owings Mills

I am sorry to have to give this review. My family has stayed at numerous Hyatt hotels, including category 1 Hyatt Places in the past. I am a Globalist member and thoroughly enjoy staying at Hyatt hotels. Regrettably, after staying here for nine days, I have to give this poor review of the hotel.

I understand that things in the hotel were a little different because of COVID. However, the overall state of the hotel facilities and the management are lacking. The hotel has limited breakfast hours to just 1.5 hours in the morning (I still don’t understand how limiting the hours responds to COVID concerns). On the first few days we were there, the food ran out and was not replenished, including coffee, eggs, yogurt, straws, and cereal. I did hear that the staff was instructed to only make a certain amount of breakfast sandwiches not in relation to the actual number of guests but that could have been a mistake.

Thankfully the hotel did correct that lapse in service after I notified management.

The pool was not clean and was in fact very dirty. I understand it has been closed for several months during the pandemic but when it did open up during our stay the water was filthy. There was a smell of mildew in the pool area and the water smelled of bacteria which clung to the swimsuits. I did not smell any chlorine so I’m wondering if there was much in the water to kill all of the bacteria and mildew. I would not recommend going to the pool until it undergoes a very deep cleaning process.

It also looks like management needs to hire more staff. The front reception staff was pulling double duty making breakfast and cleaning the dining area. This often left either the front desk unoccupied or the food empty. There was also persistent miscommunication between staff. We were told differing hours for breakfast in the morning which also differed from hours posted in the elevators. The pool was open, however, one staff member incorrectly said the pool was closed which led to some confusion.

The hallway on the fourth floor had a persistent smell of marijuana.

The room itself was fine. It is old and there were a few minor issues like the bathroom fan being noisy and the toilet seat loose. But for a category 1 hotel, it was essentially what I expected.

In the end, I don’t like giving negative reviews. However, in this instance there were just too many lapses in service and cleanliness that I could not ignore. This is the only Hyatt within a wide radius, so the options are limited. I hope the management takes this review and corrects the points I have raised and raises the standards to...

I stayed here for a few days over Christmas to visit family in the area over the holiday. I have mixed feelings, but ultimately can't recommend the hotel.

The rooms were nice enough. The bed sheets definitely aren't soft, with my girlfriend describing them as having to be wrapped in a napkin. The bed itself was comfortable however. I also would have preferred to have an actual sink and mirror in the bathroom rather than open inside the room. Also the free hot breakfasts were pretty tasty.

My main problems are as follows. The staff is definitely not knowledgeable about certain things like pool hours or even could answer if there are towels at the pool. The indoor pool is "not affiliated" with the hotel as apparently it is staffed by an outside company. Pool hours are listed at the door to the pool area, and even though it listed a close time of 9PM for Sunday evening it was closed by 830PM. Additionally, Monday through Thursday times are listed as 530PM - 10PM, so you can forget a morning swim. On Monday I arrived at the pool at 820PM to use the pool only to be told by the attendant that they needed to clean the vacuum the pool, that they "were only scheduled till 9PM", needed to close the pool and was noticeably irritated when I wanted to swim anyways. Also the pool filthy, tons of hair clumps floating around, and the random drains around the pool were disgusting and clogged with wet debris and dirt. Mind you, I was told and assured by hotel staff that the pool would be open till 10PM.

Additionally I purchased a "Taste of Tuscan Board" prepackaged snack box from the front desk which had been marked as "Made Fresh on 12/27/17" which was two days in the future. The prosciutto inside was rotten and not suitable to eat. Attempting to call the front desk about this matter was futile, with the on call staff not answering the phone forcing me to come downstairs and wait ten minutes at the desk for someone to emerge from a side room.

After contacting Hyatt directly, the general manager of the hotel while addressing my complaints rudely told me that "she was lucky to have even anyone to work on the holiday", told me that the pool was open at 9AM that morning and not 5PM as posted and confirmed by previous staff (untrue, I left the hotel at 930AM and the lights were off and door locked), told me that the kitchen staff was "working through problems" with labeling food, and ended up comping me one night's stay off my bill.

I will not be staying at this hotel...

I stayed at the Hyatt Place over New Years with my wife and the service here is abysmal.

The major event that swayed my opinion of this hotel, especially my opinion of the service staff, was on New Years Eve/New Years Day.

I was watching the ball drop with my wife, and about five minutes after it dropped a man opened our hotel door room! Thank goodness that we had the latch lock on otherwise who knows what could've happened. The man scurried away and I went down to the front desk to figure out what happened.

The desk clerk had heard about what happened, presumably from the man who tried to open our door, and was just sitting there at the front desk without a care in the world. She recognized me when I mentioned my room number and then she said that we had checked out after only a one day stay. Mind you, I had booked an entire week at this place.

I was very confused and scared, I told them that I had never checked out and that this must be a mistake. The clerk told me to talk to the manager, Juanetta, in the morning and reactivated my room key.

Come morning, after a night of no sleep given that my wife was absolutely terrified, and we speak to Juanetta expecting sympathy and good treatment. What we got was antagonism, victim blaming, and a mockery of an reconciliation offer (she offered a one night free for "the inconvenience", someone breaking into your room at midnight is beyond "inconvenience"). Juanetta was condescending, rude, and short with us. She scolded my wife for being afraid and repeatedly told her to calm down, but my wife was the reasonable amount of afraid and angry given the situation.

This offer made us so upset that we terminated our stay early and stayed somewhere else.

This hotel cares not for your safety, beware all who enter. They will allow anything to happen for they only want your money and to sit around to collect.

Aside from this instance, the front desk staff is hardly ever present, and when they are, they are temperamental and short with you.

We will never choose the Hyatt ever again, and their reputation has been tarnished. I will never recommend for anyone to stay here and if anyone ever tells me that they plan on staying at a Hyatt, I will repeat this story to them.

TL;DR Just stay at...