Hyatt Regency Valencia — Hotel in Santa Clarita

My husband and I planned a romantic getaway to celebrate our anniversary. We selected the Hyatt Regency in Valencia, CA as it would be a short drive to visit loved ones in the area.

Little did we know this would be a horrible experience. It took about 30 minutes to check in. The gentleman that assisted us was not friendly. He made a call on his 2-way radio and asked why a room was not available. We heard loud and clear that the room smelled. He then told us that they overbooked and our room type was not available. Not once did he apologize for the error. We had no choice but to settle for what was available. We were told we would be able to change to the correct room type the following day.

Upon entering our room, we noticed a very distinct, foul odor along with it being very warm. The two did not mix. We lowered the air conditioning to 60 with no success at achieving a cool room. The air conditioner seemed to just blow air, but not cold air. We than began to hear a lot of commotion outside of our door. We later learned we were next to the service elevator. Needless to say we were unable to sleep much that night let alone sleep in.

The following day my husband called to inquire about changing rooms. He was told to call closer to 3 pm when the system would be updated. I then called at 3 pm and was told there was no room available and they didn’t believe that our room would be able to be changed as they were booked. I then became aggravated. In the next breath, the gentleman told me they were very behind with housekeeping and to try back later. I asked to speak to a manger and was told the manager would arrive in approximately 10-15 minutes. I said I would call back to speak with the manager.

I ended up calling back around 4:30 pm, well past the time that the manager should’ve arrived. When I called back I was told the manager would not be in until Monday morning. I became upset that we were getting the runaround and left a message for general manager, Noel. At this point I again explained our concerns to which were taken lightly. We were not able to be changed to a new room. I asked that a technician come up to check the air conditioner as we would be departing. I also asked that our room be cleaned to which I was assured both would be taken care of.

Saturday evening we arrived to find that our room was not cleaned and it still was very hot, muggy and had a horrible odor. I then called the front desk who assured me that they would send an “engineer” right away with clean towels and sheets. They also said the “engineer” would change out the linens. When said engineer arrived, he handed my husband the linens and towels and left.

On Sunday we again tried to change our room to which we were told there was no room available. About 5 minutes later a room was magically available for us. We were told the bellhop would move our luggage and bring us the key. Half of that was correct. He brought up the key to the new room, but didn’t offer to move our luggage to the new room. Luckily the second room didn’t have the same odor or air conditioning issues, but we didn’t get to enjoy it fully.

I must say that I am deeply disappointed in all the issues we encountered. What should have been a nice, romantic getaway turned into a nightmare. I truly felt as though we were staying at a low budget motel. To this date, Noel has NOT returned my phone call. I have attempted to call him several times since with no success. I hope that the Hyatt Regency really opens their eyes to how their guests are being treated. My husband and I do expect to hear back from management with a resolution to the experience we...

We stayed here for one night (visiting family that lives in town) we first booked here because of the pool and being that the weather was going to be over 100 we decided to find something with a pool. The pool area is small a lot smaller than it appears in the pictures. The water was dirty and the smell of chemicals the pool had was a bit overwhelming. with about 5 groups of different people ( about 3-5 people per group) there was not enough chairs or tables to accommodate that amount let alone more. I cant imagine with the size of the Hotel if more families wanted to enjoy the pool how crowded and uncomfortable it would have been. Also at night around 11 pm we started to smell smoke while my kids were falling asleep (they claim to be a smoke free hotel) the smell kept getting more and more intense to the point my son and daughter were also able to smell it. I opened the door of the room and was struck my the pungent smell of marijuana instantly. My wife immediately called the front desk and advised them of the smell. They said they would send up security and we waited about 15-20 mins. We did not see anyone come up (2nd floor) so we called back to the front desk and asked to be moved from room if nothing could be done about the smell, we were told they were completely sold out for the night so there was nothing they could do, we asked for a manager but was told that they did not have a manager at night. At this point the smell was giving me a my wife a headache and I didn't want to imagine how my children would feel from it. I got the sense that at this point the staff on shift was not going to do anything about it I decided to call near by hotels and found one that had a room available at this time for me and my family. So we packed up and rolled the kids out of bed and walked out and went to the front desk to let them know this was unacceptable and we were leaving. It passed midnight and the front desk once I mentioned we were leaving and I wanted a full refund for my stay since there was nothing they could do immediately "found" a room for us (after being told twice over the phone there were for certain completely booked for the night) The front desk also said they would advise the Morning Manager Erick about everything that went on. When we left that morning and asked for the manager (Erika) she seemed as if she pretty much knew nothing or very little of what occurred the prior night. So we had to explained and elaborate all over again. She seem disinterested in our concerns and first thing she said was "well we found you another room, right?" in a very condescending way. Moral of the story is this Hotel does not aim to deliver any type of customer service unless they see you are ready to leave. also I was told that even thought they claimed to be non smoking they are not going to knock on any room doors where the smoking could be possibly coming from because there is nothing they could do. SO if you could book a different hotel. We had the General Manager (Thomas I believe he said his name was) also reach out to us since the stay and his over the phone demeanor was the same in condescending by tell us "well we found you guys another room" as if that was worth us also leaving and getting our children (11yrs and 7yrs old) our of...

Stayed here 2 nights this past weekend, while in the LA area for a competition.

The pros: clean hotel, good location, fairly nice rooms.

The cons: the hot water in the shower in the room we were assigned did not work, the faucet was loose, including the plate that held it to the wall, it was all moving and coming out of the wall. The water was at most lukewarm, and after a few minutes on, it would go to cold, no matter how far we turned the knob (at maximum, where it should have been piping hot, it was barely slightly warm). Both my daughter and I ended up by washing our hair with cold water the first night, and shivered for 2 hours after, since this is not something we are used to doing. I contacted the front desk the first night to let them know, and they did offer to send an engineer up, but it was already late (close to midnight), and my child was asleep, so I asked them to please send someone the next day, when we were going to be out. The next evening, our competition ended around 10 pm so we returned to the room around 10.45 pm. I asked at the front desk if the water has been fixed in my room, and the lady there said she did not see any notes regarding that anywhere. Went upstairs, and the faucet on the shower was just as loose as the night before, with the water just as cold. I ended up by washing my daughter's hair in the sink, where we did have hot water, and we both took actual showers in someone else's room, on the 6th floor (we were traveling with other team members).

What upset me the most about this: everyone I asked for help with the hot water acted as if I wanted something for free, with someone mentioning they would not give me any discounts on the stay. I reiterated to every single hotel staff that I came in contact with that I did not seek any discounts, the only thing I wanted was the ability to take a HOT shower when returning to the hotel, after a full day of competition, because without hot water, it is exceedingly difficult to remove hair spray and glitter from hair and body.

I am upset that I paid close to $200/night and had to take cold showers, wash hair in the sink, or take showers in other people's rooms. I am also upset that instead of fixing the faucet or placing us in another room, I was made to feel as if I was out for handouts, in spite of the fact that I have not once asked for anything except running hot water.

I would absolutely NOT...