Hyatt Place Dallas / Rockwall — Hotel in Rockwall

Pros: clean, great location, nice spacious rooms, breakfast included Cons: poor service, poor communication, unfriendly staff Details below: Hyatt is a beautiful hotel and let me just start by saying that I had much higher expectations for Hyatt. Let me say some of the nice things about this hotel before I share my personal experience. There’s an atm in the hotel, the breakfast was decent (get too early and grab it before the crowd). The aesthetics were pretty clean and the TVs area really nice size. I should have gotten more pics of the room but my family came in and got comfortable immediately (it was a long day). There is plenty of parking in sight and it’s close to plenty of food options. It’s kind of off in the cute enough to not have random wanderers so I felt pretty safe. I’ve never seen them as a Ritz but a nice alternative. I was greatly mistaken & highly disappointed by my visit. This was by far the worst experience I’ve ever had within the “hospitality” arena. Their lack of hospitality has them officially on my black list. Before I arrived, I called hours ahead to verify when I could check in. This was about 11am. I was told that I could come between 1:30pm-2:00pm. When I arrived to check in, I was told that they only had 1 housekeeper on staff and it would be 2+ hours before we could check in. I was about 30 minutes early so I decided to wait until my reserved check in time to inquire about my room. I insisted that I either have my room at the time that my reservation indicated or have my rate compensated. They advised that they would do neither. I ended up getting my room about half hour later than my reservation which I want too bothered about considering the circumstances. We get into our room and then go back to order room service. The same lady that checked us in took our order. Since they were “short staffed”, I asked her to call me when the food was ready and we would come back and pick it up. We PATIENTLY waited for a call about our dinner for over 1.5 hours. When I called to check on our food, they told me that my food had been ready a while and they “forgot to call me”. They said it was cold and asked if I would like it heated back up. 🙄I said yes. We finally got the food (no condiments or napkins out in our bag) and it was hard. You ignore when you put bread in the microwave too long? That is what that was except the burger was also heated up until it was hard... I feel like that was done as a little middle finger to me For insisted I get what I pay for (a full night in my room). They had run out of fries which was a part of my order but never mentioned it. The next morning, I called corporate and spoke to a really kind woman who listened intently to my complaint. I have 2 stars instead of 1 for their customer service at their corporate being much better...

I had been staying at the Hyatt Rockwall for about two and a half months. When I first came to that hotel, I knew that I would be there the rest of the year and most of next year. They are not accommodating for long term stays because I was there 70ish days and they did not help on anything. The staff was rude expect the lady on second shift. They gave a lot of grief about the breakfast even though they had people waiting every morning for breakfast before it officially opened. The mirror lights are out in most of the rooms, and they do not try to fix them. The elevator went out twice while I was there and it took a long time to fix them. One of the currently is out and the door is open with a cone in front of it. They sometimes would wait 3 days before they cleaned my room. I travel for work all of the time and this was probably the worst stay at a hotel that I had. Even 2 star hotels are more accommodating then this hotel.

This is the response from the manager which I had already talked to the GM. So why would they have the manager answer this? This hotel is a joke, i stayed 27 days out of a month. Other hotels are so much better and will accommodate the guest that are long term stays. She talks about that they accommodated me for breakfast but that was just the things that were already out.

This is the email that the manager sent me:

Thank you for completing our Guest Survey regarding your recent stay at our hotel. Please know that your feedback is extremely valuable to us and we will utilize your response to make every guest experience the best it can be. However, Mr. French, we actually helped you with breakfast by allowing you to get what was put out before breakfast actually started at 6:30 am. Every morning you gladly entered our breakfast area and got what you wanted after you and the General Manager came to an agreement that you would provide your own to-go container because per the rules and regulations of the health department, we do not provide to-go containers. Also, I do apologize about the inconvenience of us not being able to hold your belongings in a room for free of charge. I know you had asked an employee on if we would be able to do so and It just would not be possible without having an reservation. Also, anytime you were to come to the front desk to let us know if anything in your room needed to be repaired, the maintenance would make sure it was done the same day. Have a great day and I hope this information helps.

If I can be of any assistance to you, please contact me directly. We look forward to being of service to you in the near future.

Best regards,

Ernesha Webb Front Office Manager Hyatt Place Dallas/ Rockwall

This place is a bad hotel for long term guest!!!! Stay at your...

There are several things I like and several things I did not like. The staff has all been very friendly and kind, willing to receive prayer. The facility is very clean The complimentary breakfast is quite good. Except for the french toast, and this year, there is no waffle maker. Though I did not use it. There is a pool available as well as a gym. The hotel is at a decent location to get to the harbor or the lake within a couple of minutes.

Things I did not care for: The elevator was broken when we arrived. The next morning it appeared to be fixed but did not function correctly. There was a violent shudder upon descending. The finish of the rooms, such as window treatments, drywall, and overhead lighting leave a lot to be desired. There is cracked drywall. There is damaged, dry wall.Some of the light fixtures were partly hanging down or not seated properly. The windows were not properly installed, so the framing around the sill has a pretty nasty slope to it. Some of the fixtures in the bathroom were either falling off or were not probably secured. This is probably my biggest pet peeve with the room. The air conditioner has a max low of sixty six degrees, we live in Texas, where it gets hot in 66. It's not cold enough. The thermostat is set with a motion detector that automatically raises the temperature back up to seventy or more when it does not detect motion. Therefore, if you go to bed and set it at the lowest setting, you wake up sweating because it is automatically back up to seventy or higher. The AC unit it is directly adjacent to the bed. So every time it kicks on and off, it's very loud, right near the bed, and It woke up my wife multiple times per night. We found this to be very frustrating to pay decent money for a hotel room that we did not want to sleep in.Because it was so hot...