Hyatt Place Dallas/Plano — Hotel in Plano

The hotel staff from management to the balding young man on night shift need retraining if ever they had any on Guidelines ,rules and regulations when it comes to "SERVICE DOGS" When I checked in with my service dog Luna I was told there is a $100 fee for dogs. I explained that she was a service dog . With a look of disbelief by the hotel staff checking us in ,then told me if my service dog barked one time I would be charged a fee of $100. I knew they could not . It was the first time they showed discrimination towards Luna and I. And a total of 4 times discrimination in less than 24 hours. The young man on the night shift that is going bald let Luna and I in through the lobby . Due to the front doors being locked I had to knock for several minutes until he raised his head up from the desk where he was sleeping . I thanked him and as I was headed to my room he asked what room I was in. I told him . Then he went in to say there was a $100 pet cleaning fee. I explained to him that Luna is my SERVICE DOG. He then asked me what my disability was. I was taken back by such a question that I knew should never be asked when it comes to my Service Dog or myself for any reason. And what per say if I had told him would he have done with such info. I did not see him as the type to have a Dr's degree. And question any education in hospitality. That's not here nor there. I then explained that my Service Dog does not sleep with her vest on. And at midnight is usually sleeping. I did try to give this young man some knowledge about do's and don't 's from (ADA) with the help of Google. I tried to show him on my phone yet he just shrugged his shoulders and ignored the knowledge I was trying to give him. So he is ignorant by choice , and not from lack of knowledge. Themorning breakfast was awful yuck. Elevators did not work properly. Very long wait time when trying to catch one. The room was nice except being on the 4th floor with broken elevators. Me having a disability and Service Dog that goes potty outside . And using the stairs most of the time, triggering a flare up . So the next morning I check out. I don't usually go by the desk to drop off the room key but this time I did to speak to the manager also about the non chalant discrimination by all shifts and staff in regards to my Service Dog. It fell on deaf ears. As I was leaving I looked at my receipt . And THEY CHARGED MY CARD $100 FOR PET CLEAN UP! I went back in and said to them "you can't do this. You can't charge any extra fees because she's a Service Dog who has a task! And for those reading this, Luna's task is to help when my joints lock up. Because of my autoimmune disease. I have double positive RA and Lupus. An autoimmune disability . I did get the fee taken off. And the next day I contacted the chamber of commerce and a few other places concerning discrimination from the staff at this hotel.. I do not recommend this hotel. For anyone. The info provided below is a INSERVICE for the hotel and staff. Per ( ADA) guidlines No extra fees: Texas-Specific: Texas law further clarifies that hotels cannot require extra fees or deposits for service animals accompanying peace officers, firefighters, or search and rescue operators. Hotels cannot charge extra fees for service animals, and they cannot restrict guests to specific "pet-friendly" rooms. No Questioning: Staff cannot ask about the person's disability, require documentation, or ask for proof of training or certification for the animal. No Demonstrations: Hotels cannot ask for demonstrations of the service animal's tasks. In essence, All hotels are required to treat guests with service animals the same as other guests, providing equal access and service without discrimination or added charges. Also about the threat of a $100 fee if my Service Dog barked. No, a hotel cannot charge a guest extra for having a service dog, even if the dog barks, unless the barking is disruptive or causes damage. Service animals are not considered pets and are therefore exempt from pet fees or...

If I could post 0/5 stars I would but 1 is the absolute lowest google would do.

My past stay at the Hyatt Dallas/Plano was my worst ever stay at a Hyatt property. I will never go back to this hotel and I will definitely tell friends and family to stay away from this particular Hyatt property.

For context: We booked a 3D/2N stay for the weekend Upon booking, I requested for the room to be on the ground floor I checked in early via the World Hyatt App

Since I checked in early in the app, we arrived much later in the hotel ~ between 9-10pm. When we got there, the receptionist wasn’t there (which was fine since she must’ve been taking care of something). When she finally got back to her station, the first thing she said was “How can I help you?” in a very confrontational tone, not even a “Hi! or How are you?”. I mentioned that we were checking in and that I already checked in the app. without skipping a beat, she asked “What room did they give you?”… I was like, “ugh I don’t know? Let me check” which at this point she was very rude and I’ve been tired all day and I was like whatever. I looked up on the app and couldn’t find my room number, only then did she ask for my name to look up my reservation details.

I then mentioned I was bringing 2 chihuahuas, mind you, this wasn’t our first time traveling with our dogs and we know the fee is always $75 for up to two dogs for 5 nights. She then said “You know it’s $75 per dog right?”. We said “we’re pretty sure it is $75 total for until 5 nights since this wasn’t our first time bringing our dogs. She then proceeded to say, “I know it is $75 per dog and on some Hyatt properties I work on even charge $150”. At this point we were tired of her attitude and just whatever since we can have the overcharges reversed if needed online. She gave us our keys to the 5th floor and then I mentioned we put in a request during the reservation if we can be booked on the first floor. She then said “Well did you call the property? it doesn’t show here on the notes. You should’ve called the property to ensure your request was noted.” I was like.. then what was the point of all the questions they asked me during the booking for the night? I was again… like whatever. So she gave us the keycards for a room in the 5th floor and proceeded to go up.

The nightmare doesn’t end there.

We went up carrying majority of our stuff with our two dogs and for some reason the keycard wasn’t working when we were trying to open the door. Then to our surprise, someone on the inside opened the door and it was so embarrassing. I was so apologetic towards them since I saw it was a family with a husband, wife, kids, and a grandma. At that point I was so pissed but the guy/husband of the family was nice to me and knew that it wasn’t my fault since they wrote that exact room number on my keycard. He offered to come down with me to have it sorted. On the ride down the elevator, he mentioned that they just requested to be moved to another room since the previous room they were at had a lot of insects on the couch + blood stains on the sheets. That was insane.

At that point, we were then greeted by the same person that checked us in. Knowing that she wronged not one but two sets of guests, her demeanor suddenly changed, she then also proceed to tell me that I was right and that she confirmed with her manager about the $75 pet fee for until 5 days. In my mind, if you’re unsure about something, say you are going to confirm with the manager or with the higher ups. Don’t gaslight or make the customer feel stupid in the process.

I didn’t get her name but I wish I did. I checked in 11/29 and checked out 12/01. She worked during nights as the...

The TV wasn’t working in my room during my stay. But here’s the real reason for the 1-star review and my absolute certainty (as a Hyatt member) to never return here: Arturo’s condescending and unpleasant customer hospitality.

A free breakfast buffet is what it means. “Free” and “buffet”. I’m at the counter with another guest whom Arturo says “good morning” to in a pleasant tone only to him, making eye contact. When that guest leaves and it’s my turn to pick from the hot food, Arturo gives me a hard face and a hard glare. No good morning to me. That’s fine, I’m just focused on my hunger and how good the food looks. However, when he’s out of earshot of the other guest and kitchen staff, Arturo reprimands me for taking what he considers to be “too much food”. I try to ignore, because he’s staff and I’m the guest—what authority does he have over me? He says that I should take “smaller portions”. I tell him that this is a buffet, and not even a Comfort Suites or Holiday Inn is this cheap in what the guests can take. He says condescendingly, “You’re not understanding me.” And starts arguing with me, glaring the entire time. And I’m feeling like this guy is conspicuously calling me fat and greedy, or he didn’t like the way I looked because he wouldn’t dare talk this way to the white male (the previous guest), or he’s trying to avoid making more food (lazy in his work ethic)—either way, this is a negative experience that’s made me decide to never return to this Hyatt Place. When I returned to my room, I felt a heaviness and dissatisfaction, a sense of unwanting from this place; it disrupted the relaxed vacation feeling of being in a hotel. This is the main reason why I’m not coming back, and I’ll advise everyone against this particular hotel in Plano, TX. They appear to be cheap and liars involving their “free breakfast buffet”.

Anyways management, you should know about the hidden behavior of your employee. He’s the one you have to thank for the 1-star review, because otherwise, this would’ve been 5-stars even with the TV issue (because I don’t watch TV). Honestly, you should fire him and hire another cook who’s kind to your guests. Anyone can cook and a good cook can come from anywhere. But this is the hospitality business, there’s no place for someone so toxic. Anyways, management, my vacation stay was horrible because of the reckless attitude of your employee. He may be saying more to other guests when no one else is listening.

By the way, even Choice Hotels, with their free breakfast buffets, doesn’t behave in such unruly and unpleasantry towards their guests. And yes, I’m a platinum member with them as well. I do not like this hotel because I do not like the negative feeling and unpleasantry it gave me during my stay. I will not be back and I’ll take my money/stay somewhere else, and this hotel will...