Hyatt House Raleigh / RDU / Brier Creek — Hotel in Raleigh

The good and the bad!

BAD: TONI is a disgraceful, inappropriate & outright rude person & employee. It's rare to see such a level of unprofessionalism in one person. She actually went up to a family and initiated an issue when two three year olds work just playing together and having breakfast. She even had a co-worker come up to me and tell me the family was complaining . Apparently she didn't have the gall to do it herself after she is actually the one who went up to them because I not only watched her last Saturday morning but heard what she said. She went out of her way to cause a problem I was so disgusted and embarrassed I didn't even say it's a hotel for the next two days! Then when I came back, I had a child, my arm in a sling and a car full of stuff to bring in. Two complete strangers stopped at the entrance put their bags down and offered to help me. She sat there having her cocktail at a seat by the bar and literally in uniform watched me. I encourage upper management to view the video of the entrance around 10:30 pm. I'm pretty appalled you actually have someone like this working for you at all.

Good: Kudos to Marian, Monte, Glen & RUSS! You guy's rock! You keep the place going and you ALL go above and beyond to ensure that you have happy customers! Thank You!

Bad: These guys are left with their hands tied as they can only do so much & mangers like Fady, Luz, Paula & Ms Parker are nice the 1st time but Luz never even followed up with me regarding the near $700 worth of quilts I lost due to housekeeping taking them mistakenly. Fady definitely seems to do the most to go out of his way and I do appreciate that. I've yet to talk to Miss Parker however she did Corner me at breakfast and attempt to tell me that I broke the garbage disposal and ruined account which I assume is her way of saying that I'm not going to get the quilts back or the money for my items that were taken. I was also checked out twice and housekeeping took a box full of my items and a refrigerator full of my food and have not been given that were reimbursed for that. Miss Parker also went back and changed the rate for my state of over a month. I was guaranteed a rate of $99 a night and she literally went back and changed it! You guys also have the hotel way understaffed. You should not have one person working up front & nobody in house keeping, able to help with customer issues or even help with bags. Nobody can do all that and check in New customers, answer the phone's, take reservations, route calls, help current customer's, take car of any gym, pool, laundry needs, get towels, blankets or toiletries out to customers and always be at the desk when there's literally just one person there. You're going to burn out and lose a few good people that you do have unless you get them some help.

Good: The rooms are comfortable, clean, modern design. The beds are comfortable. The linens are comfortable and some of the towels are actually soft and...

I arrived here around 1:35 PM on a Saturday afternoon. Check in is usually 3PM but I arrived early. I was able to check in. The front desk staff was friendly and helpful. There is complimentary breakfast from 6AM-10AM. They have an indoor pool, which was open. I did not use it. There was a fitness center as well. The common area was large! They had a room with a pool table too. By the front desk, there are cards with a “borrows menu” where they have an abundance of items that you can borrow during your stay, including blender, umbrella, white noise machine, jumper cables, baby crib, yoga mat, curling/flat iron, and number games! I was fairly impressed. I didn’t use this as I saw it on my check out day. I wish this was mentioned during check in. I stayed in a 1 bedroom room. The room looked just liked online pictures. I was very pleased.

Likes: this room look like a mini apartment. There were two barstools and a desk chair at the kitchen island. The island has several outlets. There is a microwave and a stove top (no oven). The couch has a little shelf on the side, which I thought was unique. I enjoyed the artwork on the wall above the couch. The bathroom was spacious. They have a mini table and a bench along the right wall. I liked having the table to put toiletries. The kitchen and bedroom windows have two sets of shades: one to completely block out light and one to partially block out light. The lamps in the bedroom have sockets for charging. The bed was very comfy and the wash clothes were soft. The shower was HUGE! Two people found fit comfortably. I believe a third person could fit in there as well for this wanting to conserve water… lol. They have bottles for shampoo, conditioner, and shower shell in the shower.

Minor issues: The couch cushions in the living room looked slightly disheveled but nothing major. In the kitchen, most of the dishes/silverware was in the dishwasher versus in the cabinets. The drawers in the bedroom were open, which I thought was odd. The tissue container in the restroom was empty. Later on, I found a tissue box. The TV in the bedroom was in the perfect spot across the wall from the bed. However, it wasn’t aligned in the middle, which something bothered me, lol. It didn’t impede my ability to watch tv. The shower gel in the shower was empty. At one point, I needed more wash clothes. As I was headed downstairs, I saw a housekeeper who had a cart full of items. I asked her for some but she didn’t speak/understand English, so she was unable to help. I booked my hotel directly through Hyatt. They have a digital key option but mine didn’t work at all. It kept saying that it was being processed and I would be notified when it was ready.

Overall, I enjoyed my experience. I...

The hotel itself is very nice, as are the rooms and most of the staff. The “breakfast” is very lacking, which I understand is likely due to covid, but just a warning (no effect on rating).

I take issue with only 2 things:

First, apparently pet friendly means dogs only. Cats aren’t allowed. This should be made clear on the website. If only one type of pet is allowed, that is “dog friendly,” not “pet friendly.” I specifically booked this place because it was pet friendly and I was moving so my cats had nowhere else to go. I came in with my cats, who were meowing, and nobody who saw us carrying them past the lobby area had an issue with it, nor did anyone who saw or heard them when we went up to our room on the 4th floor (and there were several).

I’ll admit we brought the cats in the day after we checked in, because they were still able to stay at the apartment one more day after we finished moving things out. We were just exhausted that day and forgot to mention it, but we knew from the website and the dogs we saw all over the hotel that the place was pet friendly so we didn’t think it was an issue. During our stay, the cats got some litter on the floor but otherwise left the place as they found it and spent most of the time laying on the bed. They made no noise once we let them out of their carriers, and we disposed of everything we needed to care for them—litter and disposable litter box included.

Second, the attitude I got at the end of my stay about having the cats there was awful. I realized at the end of the stay that I did not get charged the pet deposit, although I thought I’d mentioned I’d be bringing the cats later. I went to the front desk to correct this, as I was never trying to be sneaky about it. I was fine with the cleaning fee because I knew some stray litter ended up on the floor that would need to get vacuumed up.

The woman at the front desk got a huge attitude with me about having brought cats….until she looked up my account. I’m a member, and I have spent a decent amount of money at Hyatt locations internationally. Her tone changed immediately and she thanked me for staying with them and seemed to forget all about the cats. I grew up not having much and this struck a cord with me. I don’t want to stay somewhere that treats paying guests differently based on...