Hyatt Place Park City — Hotel in Park City

I am writing this review to express my utmost disappointment and dissatisfaction with my recent visit at Hyatt Place Park City, Utah. As a loyal customer who has consistently chosen Hyatt for my accommodation needs, I am shocked and appalled by the level of service and professionalism I encountered during my visit.

My frustration began right from the moment I made my reservation through the Hyatt hotel 800 number. I specifically informed the agent about my allergies and requested foam pillows and anti-allergic bedding. Despite this, upon checking in and entering the room, I was greeted with a dusty and unclean environment. Concerned for my well-being, I immediately returned to the front desk to request a room change.

I had the unfortunate experience of dealing with a front desk person named Marlo. I explained my situation and politely asked if there were any alternative rooms available, even if it required an additional fee. Instead of offering a solution or showing any empathy, Marlo casually informed me that he needed to consult his supervisor. To my disbelief, I witnessed him joking and laughing with his colleagues in the back before hastily returning with a dismissive attitude.

Marlo informed me that his supervisor had decided to charge me for two nights if I decide to leave regardless of my request for a room change. When I requested to speak with the supervisor directly, Marlo rudely refused and essentially brushed me off. Feeling helpless, I returned to my room and contacted Hyatt reservations to seek assistance.

Fortunately, a supervisor from the reservation team contacted the hotel on my behalf and managed to negotiate a compromise. They informed me that I would be charged for only one night and provided an alternative Hyatt hotel in Park City that could accommodate my needs. Relieved by this resolution, I proceeded to the front desk to check out an hour after checking in.

To my utter dismay, Marlo, the same front desk clerk, displayed an astonishing lack of professionalism and respect. He adamantly refused to check us out, insisting on charging us for two full days, and this hotel does not answer to Hyatt hotels as is an independent entity. His behavior escalated to the point where he became aggressive, using profanity and making offensive hand gestures towards me. I was shocked and appalled by his abhorrent conduct. I took the liberty of recording the incident on video, as I have never encountered such aggression and disregard for a guest's well-being in all my years of traveling and staying at Hyatt hotels.

I must express my deep concern about the state of the rooms in this particular hotel. They were not only dusty but also outdated, giving an overall impression of neglect. It is simply unfathomable that an establishment like yours would employ individuals who display such aggressive behavior and use profanity towards guests. This experience has left me questioning the standards and values upheld by Hyatt Hotels.

I feel compelled to caution anyone considering a stay at this hotel. The lack of cleanliness and professionalism, coupled with the appalling behavior of the front desk staff, make this an establishment to avoid at all costs.

I sincerely hope that you take my feedback seriously and address the issues I have raised. As a loyal customer, I believe it is crucial for Hyatt Hotels to maintain the high standards of service and hospitality that I have come to expect...

The room didn't seem like it was cleaned. I've stayed in that exact room before, and so I know what it looks like when it's actually cleaned. I drove to my family's house an hour away to properly get ready, because I didn't feel comfortable using the bathrooms there. For the first time i didn't feel comfortable sitting directly on the toilet seat; since it looked like no one wiped off the sinks. I assumed they never bleached the toilet seat either. The remote was dirty. The bed pillow had hair on it from someone else. I hadn't laid down yet, so I know it wasn't mine. The carpet hadn't been vacuumed. The counter next to the bed had unknown substances on it. I received a email saying I wasn't going to receive room service, because I wasn't going to be there long. However as soon as I left on monday to go out for a bit, they entered the room. Cleaned absolutely NOTHING. Moved the soap I was using, and put the triangle back in the tissue box. Used napkins were in my room, because I had food earlier. It wasn't even picked up, and thrown away. I am so confused as to why they entered my room, but didn't clean. Nothing valuable is ever left behind when I leave my room, so I wasn't too mad about that. What made me most peeved was that I turned the heat on, so I could be comfortable during my stay. The maids cleaned NOTHING, AND TURNED MY HEAT OFF! They turned the AC on to 68. I have a health condition that makes me always cold. So although it's hot to regular people, I was extremely cold. I didn't appreciate returning to a cold room, and having to wait for it to warm up, so I could take off my sweater, and get comfortable for the night. No one likes changing in what feels like a freezing cold room! I checked into the hotel a few hours later than expected, so immediately I just wanted to relax, eat food, and watch a show. Initially i checked in online, and needed to get my key. I think the website needs to state that when you go to get your keycard; you'll need more than your identification with you. The television wasn't working. No signal. Waited half an hour trying to see if maybe there was a button configuration I needed to press. Became frustrated, so I called the front desk. They said they'd send someone up in 15 minutes. That's quite a long time, so I left the TV on. After awhile it started downloading and/or updating. All I know is it took an extremely long time. After about 10 minutes or so, I called downstairs, and told them cancel the room service, because the TV finally started working. The app suggests this hotel should be capable of so much more. Apparently your phone is supposed to be able to connect to the TV through either and app/link/chromecast. Not true at this location. My TV struggled to give me direct tv. It would freeze, or lose service. A large portion of the staff is new to me. The people I interacted with weren't as welcoming as I was previously able to experience at this establishment. It kind of felt like high school. The uncomfortable stares. I didn't necessarily get the welcoming feeling that...

Fabulous property; myopic management.

I stayed at the property last season for the first time and raved about it to my friends and family and looked forward to staying there a few times again this year as I travel to the area to ski 3-5 times per season. However, after my recent experience, I can no longer do so in good conscience.

I recently booked a 3-night stay for late January two days before Christmas to surprise my wife with a little ski getaway. The booking was completed using my Hyatt free night award and two nights on points earned on my Hyatt credit card. When I told my wife on Christmas day, she informed me that she could not take those days off from work. Knowing I had used points and a free night, I simply went onto the website and cancelled the reservation with the intention of finding new dates later in the season that work for both of us. I have done this many times with other hotels and airlines without issue.

Several hours later, two charges from Hyatt Place Park City came through on my credit card: one for $1,427 and another for $442. Thinking this was clearly some type of mistake, I called the hotel and was told by the very friendly front desk attendant that it may be an error, but she would connect me with the manager. The manager, Tea, bluntly stated that I had canceled within the cancellation window and that hotel policy is to charge for the entire stay at the current rate. She also informed me that it was the week of a film festival and peak ski season, so the rates are peak rates. The cancelation policy makes no mention of award stays or point redemptions.

As no deposit was made due to booking with award nights/points, and no other hotel or airline I have dealt with charges money for free night awards booked 29 days before the stay and canceled 26 days before the stay, it seems nonsensical to penalize a repeat customer so heavily for holding a reservation for three days nearly a month prior to the stay.

Being peak season and apparently the week of a film festival (which I was completely unaware of), the room will surely be booked, and the hotel will be made whole, while I will have to either pony up the $1,900 or lose three award nights, all while sitting in my home on the other side of the country. In the hospitality business, there is something called courtesy and understanding, which should supersede vague fine print in such cases. Not accommodating a repeat customer over such a minor and relatable issue guarantees that their business is lost forever, which does not make sense from a financial perspective. This is Hospitality Management 101.

What was supposed to be a happy little getaway for me and my wife has turned into an incredibly frustrating and emotionally draining saga, which is not what the hospitality business is...