Hyatt House Raleigh North Hills — Hotel in Raleigh

I am giving this hotel a rating of 1 due to the customer service, dirtiness of the room that I stayed in, and issues that I had to obtain what was promised and fair. Initially I was going to determine that this was a one-time issue, however you will see in this review noone should experience this ever. I was coming to Raleigh to celebrate my daughter's b-day and see the school she will be attending, with my husband, children, and friends. We needed a suite and that was an issue. I had to call several times to reach someone with the full two bedrooms. My friend said that she wanted to book the room, and I will pay the upgrade and I called to check with the hotel room to see if that could be done, when I called the young lady said yes. She was new and it was an honest mistake, however when I called back to pay the difference she said it could not be done. I was advised with priceline I could not cancel, and they could not see the two bedroom, and when I called back the woman was completely rude. I still had to book a smaller bedroom because my friend came in contact with someone with COVID and we did not want to chance bringing them. So I figured we will take the bedroom and the pull out sofa is the size of a full bed so that would be fine. My daughter said she also had one of those sites with a code, and booked through hotels.com using her school information. I got there and everyone was nice, the hotel was in an excellent area and I thought this would be a good stay, even the young woman that was rude I observed her in the lobby late night and she was VERY pleasant. The hotel blinds had water damage, The sofa sunk in when you sat on it, and was old. Small things. That night I had to clean the shower floor. Zach advised that there was a housekeeping shortage, my sleeping arrangement was the last straw. A down blanket did not have any stuffing it was stiff and made noise every time we moved in bed. It felt like I could feel the springs the bed was so uncomfortable. When I woke up, my youngest had scratches on her from the metal frame of the pullout sofa bed. We brought breakfast to cook, the kitchen was dirty, the microwave was nasty, and it wasn't rust, it was just cooked on food. My youngest took a shower 1/4 people and the water went cold mid-way. I went downstairs to let them know I wanted to check out early at 9am, and spoke to Miranda and she was extremely nice, I cannot emphasize that enough. The manager came, her name was Sarah, and she was nice. She advised because it was booked through one of those websites she could not issue a refund for the next day, but she would put in 8,000 points that was the equivalent of a 1 night stay. That was fine, not a problem. I booked a trip this weekend and forgot to use the points and forgot about it, and I said that I will do this right now for another trip in August. When I went to book the trip there was not enough points. So I went back to the website, and it showed that the smaller room without a kitchen was 8,000 points. The room that I stayed in was 16,000 points per night. I sent an email to Sarah and Miranda, and then called customer service, when the customer service agent called directly to the hotel, she came back to the line stating she spoke to a manager Michelle, and they went into detail about how they accommodated me for the room in the beginning and they would not be able to do anything more. That is different from a nasty room, and getting what I paid for. I called the hotel on 3way they said no manager was there by the name the customer service agent said, or a name that started with an M. A manager had to pull the recorded call and said she would add the additional points, it is an 8,000 point hotel, but she saw what I saw about it being 16,000 points for a room and it didn't make sense to go back and forth with them. I called back and Melissa answered the phone and said she never spoke to Customer service....

Came in for the NC State graduation. I had really hoped there would’ve been places to eat and/or room service available however, there wasn’t anything at 11 o’clock at night.

While the rooms were extremely clean and comfortable, I had a king suite, when I called down in the morning to ask about if there were any gluten-free breakfast items they said they had no idea. I would have to come down and ask the staff in dining. I was not aware that there was any room service either, we would’ve really liked to have had coffee and or breakfast in the room and we definitely had a gluten-free allergy. I asked if the sausage was at least gluten-free, again no one knew.

Additionally?

I used one card to hold the room, came in and actually paid for the room on another card - turns out they charged both telling me they would credit one back in 3 to 5 days.

However, by charging both cards, they put one of them over the limit.

Radio silence when I asked why they couldn’t refund the card used to hold the room.

Lastly, when we came in, we asked if we had to walk outside or was there connected parking and I was told yes, to just follow the signs.

There was a terrible rainstorm that evening, we had pulled up front to walk in and check in.

We drove over to the Harris Teeter parking garage - and there were no signs. We had to walk in the rain to get back to the hotel.

Really disappointed in the level of proactive and knowledgeable service for any hotel, let alone a Hyatt - especially in Raleigh during graduation weekend.

Again the room was spotless, comfortable and a great size, but without all of the other comforts and amenities? Not worth staying unless you come in early and get up early.

There is definitely a breakfast place right next-door but we again just needed coffee and a quick bite while we were getting ready to leave for the stadium for graduation. Convenience was the name of the game that morning and we didn’t have it.

I did end up eating some eggs and sausage, it was OK. Again, because perhaps they’re next to a breakfast joint they don’t bother, but they really should. The selection of fruit was also skimpy.

It served its purpose, especially since we didn’t book a year in advance to get the hotel on campus, which is amazing by the way.

I will say, I liked the quiet view, especially the sweet puppy lying on the outdoor furniture outside the window! That...

The purpose of our stay was to gather as a family to celebrate our daughter’s high school graduation. We reserved two rooms for one night totaling over $800. This hotel is NOT what it used to be. If only we had been assisted by the famous “Anthony” (see other reviews) by phone or at check-in, perhaps our stay would not have been so disappointing. The location is the only redeeming quality about this hotel, but then that comes with concerns regarding parking. Our early check-in fell through for our elderly guests as did our request that the location of their room be near to an elevator due to physical disabilities. We were told breakfast ended at 10 and so half our guests missed breakfast, which was a really big deal for our schedule and budget. The pool was not open and we were told it would be open on our dates. There was no complimentary water or coffee in the lobby. Front desk communication was awful. We called over a month in advance to ask for early check in. We called again a week in advance and a final time several days in advance. Each time there was no record of our requests or concerns and had to start from scratch. We were finally guaranteed early check in but there room was not ready until 2pm. Really disappointing for $800 and no breakfast to boot. I hope management makes it right with points and/or a refund. If they do, I will happily update my review to say so. I hope they will hire front desk consistently hospitable and competent front desk personnel as I have referred and booked dozens of Execs to stay there multiple times throughout my career as an EA. We personally stayed for over a week when our home was closing in 2020. And we stayed various other times. The service has gone...