Hyatt House Provo / Pleasant Grove — Hotel in Pleasant Grove

Disgusting Room Conditions, Management Ignored Us – Shameful Experience at a Hyatt Property

We recently stayed at Hyatt House Pleasant Grove and had an absolutely unacceptable experience—especially for a Hyatt property. We checked in late, exhausted after a long day of travel. Instead of unwinding, we were met with what I can only describe as a complete failure in cleanliness and leadership.

In the bathroom:

A used floss pick, visibly dirty with what appeared to be dried blood, was sitting on top of the in-shower shampoo/conditioner/soap dispensers

A nearly empty tube of toothpaste, uncapped and leaking, was sandwiched between two towels. (We didn't get a picture of that but just the toothpaste).

A long black hair was stuck to the ceiling of the shower

The entire thing was disgusting—and it makes you wonder: if something this obvious was missed, was the bed even changed? If the towels weren’t replaced, how could anyone trust the rest of the room was sanitized?

I immediately called the front desk. The agent was polite and offered to move us, but after unpacking and my wife already using the shower, we decided to deal with it the next day and wait for housekeeping, etc... We were told it would be cleaned while we were out.

When we returned, only the towels were replaced. The floss pick and hair were still there. The room had not been cleaned nor the bed made. I went to the front desk again and spoke with the assistant manager in person, he came to the room with the head of housekeeping. I showed them everything. He acknowledged it and not long later after having spoken to the manger called us to offer us 5,000 World of Hyatt points or a free night. We accepted the 5K points and were told they’d be credited once we checkout.

No points. No follow-up. I called the hotel again and was told “it would be taken care of.” It wasn’t. I also submitted a support request via the Hyatt app and contacted customer service, who redirected me back to the hotel. It’s now been over three weeks. Still nothing.

I’m a Hyatt Globalist. We've spent a lot of nights with Hyatt across many properties. We’ve never experienced anything this gross, nor have we ever been treated this poorly after reporting a serious issue.

To the hotel manager—I have no doubt you were made aware of this. The assistant manager claimed he spoke to you when the points were offered. For you to have never followed up, never ensured the points were issued, and never reached out is honestly pathetic. You had every opportunity to make this right. You failed.

Had we not been offered points that night, we would’ve checked out immediately. The experience was that bad. Now, we’re left not only with broken trust but having to chase down something we were clearly promised.

Photos will be posted with this review. We will never return to this property—and we’ll be advising others to avoid it as well. Shame on the management for letting this slide. Disgusting room, no accountability, and no...

I never had a chance to stay. I booked a reservation for a long awaited visit to Evermore park. (Next to hotel) Two months in advance I booked a King Suite through bookings.com. About three or four days before I contacted the hotel to confirm the reservation and ask about parking. Very pleasant staff. The night before I got on the place I received an email that my reservation had been cancelled and booking offered me an option. The option was farther away and not comparable. I called the hotel and was told that my reservation was fine and they would see me the next day. Shortly after that I received a phone call from booking that said it was cancelled and I shared my contact with the hotel, after much waiting booking came on the phone and said so sorry for the wait but I have just sent you a reconfirmation of your reservation. Needless to say when I arrived at the hotel my reservation of two months earlier had indeed been cancelled. Apparently there were some rooms with air conditioning problems and the manager chose to cancel all third party reservations regardless of when made. Since I was there with my family wanting to visit the park next door to their hotel I asked if they had other accommodations they could make arrangements with. The manager took no responsibility and said he had contacted booking two days before and that the reconfirmation was an error. I was out of luck a long way from home and on my own. The manager said he would go and check with booking about the reconfirmation and come back to me. The front desk asked me to take a seat. While I was waiting I did see two other people who had reservation problems one who had made their reservation directly with the hotel and one that had also used booking. com. While I waited for the manager to return, I did receive a call from booking but no manager, I did ask for him and he then appeared and repeated that he was sorry but I would have to find my own place. The place looked lovely and the location was perfect. I instead commuted 44 miles RT a day to my destination and stayed in a very nice hotel that while it was not as nice as the Hyatt the staff was supportive and helpful. I sincerely recommend that no one stay at this Hyatt as they do have any idea of public service. I had to give this a star or give a review but I would not give even a single star if I...

DO NOT STAY HERE.

I want to start by saying that as a business owner, I really dislike writing bad Google reviews. However, this hotel was given many chances to fix the situation and they did not.

The rooms were clean and I’ve referred many family members here while in town since this place opened and have loved any and all stays there until recently. After our experience, I’ll no longer be referring anyone to this establishment or any Hyatt's for that matter.

I was in the process of moving my 72 year old father out here from another state. Unfortunately I didn’t have extra room at our place as my husbands family and their kids are filling our entire house- so I paid for a nice hotel stay for him. My dad has stage four cancer, is in a lot of pain and can’t walk due to the cancer being in his bones now. He is also a Vietnam vet and suffered severe ptsd. As such, he has a lab as an emotional support animal/service dog.

Some young individual working the front desk (LT was on his name tag I believe) didn’t like his dog because it approached him in the parking lot and licked him in greeting. So what did the hotel do? CANCEL my dads reservation without warning - even though I had booked through until Wednesday (when his new house was ready to move into). Next thing we know, he is being told to he has to move out of his room by noon. They said they emailed him of this cancellation notice. No, they did not. I am in charge of all of my dads affairs and keep a meticulous paper trail of any and all transactions. This hotel did nothing of the sort. Mind you, there was no proof this ever happened, but when questioning the general manger / supervisor of the hotel at the front desk and this young man, we were stonewalled and when pressed for answers as to why this was appropriate or fair to do to my dad. So I continued to press on and the response I got was “please pack up and consider the image of the hotel”.

I hope the Hyatt rectifies this situation as we have not received any kind of refund or even an apology for cancelling our reservation. For now, I suggest if you don’t want to be a victim of discrimination, don’t bother booking a reservation here. I should’ve just used my Hilton Rewards in the first place and had my dad stay there. He never would’ve been treated this way as all the staff are polite...