Wild Palms Hotel - JDV by Hyatt — Hotel in Sunnyvale

Extremely nasty breakfast experience, the little dining room was packed with crowds, no concern about COVID at all. The server was exceedingly slow, like she was here to spy on the guests. The juice jugs were empty for a long time, but she had no intention to refill them. There was no yogurt whatsoever for an extended period of time, and the server deliberately made them unavailable. Ignoring her job of serving food, the server stared at me several times, like she hated me or something. So I picked up a couple of poorly made burritos, the wraps were dry and hardened like plastic, some broken with yellowish content dripping out. The room was very crowded and noisy with kids running around, some were coughing and sneezing. I couldn't find a seat without seating immediately to the next person. With all the CDC warning in mind, I was determined to not get infected in a unhealthy hotel dining room. So I wore a N95 to protect myself, the waitress picked me up from the no mask crowd, and gave me a nasty look. I waited uncomfortably in the crowd for the woman to fill up the empty juice ewer, 10 minutes later, nothing happened, she completely ignored it. The breakfast room was getting more and more crowded, and I was standing in other people's way. So I went upstairs to my room without any drinks or yogurt. Twenty minutes later I had to take the trouble to go downstairs to the unpleasant breakfast room again. The waitress peeked through the kitchen window like she was searching for someone, as soon as she spotted me, she dropped her juice jug immediately on the table and quickly went outside before I even stepped inside. The most unthinkable thing happened 1 minute later, so ridiculous that you would never believe this would happen at a Hyatt. So hold your breath, fasten your seat belt, you are going to witness the utmost human ugliness and falsehood. My search for breakfast yogurt failed spectacularly, after nearly half an hour there was still no yogurt in sight, the ice where the yogurt was supposed to sit on started to melt. But wait, the waitress stormed back from the outside, this time brought with her another woman. The other woman quickly approached me and asked me in a scolding tone why I came back a second time. I was stunned to see someone picking up a fight with me out of nowhere in public, I was just standing there empty handed. The woman repeatedly scolded me for coming back a second time to the breakfast room, like a neurotic hysterical person completely out of control. I calmly asked her who told her this since she was not even here in the dining room, she pointed to the waitress. She believed her underling without doing any investigation and went directly to the dining room to make a scene and harass a hotel guest. The waitress paid special attention to me instead of her own job, why? she even counted me as coming in once before, and the second time I was there just waiting for the yogurt, she reported me to her supervisor. She could've spent the whole time making food available instead. It was pure hatred & deliberate attack on a guest, the food server (Gloria?) and her supervisor could be taking bribery from a competitor to do this hostile stunt in public over such petty things, damaging the image of the hotel. The two co-conspirators should be thoroughly investigated and reprimanded for harassing and threatening a hotel guest, lacking any human decency, nasty...

Sorry this is not what we want to give. The real rating should have been "negative 5 stars".

Hardware wise, the layout is like a maze, you do need a map to reach your room. There is no elevators to reach the second floor, and there were no other associates to help. At least none was offered.

I feel sorry for the housekeeping crew who need to bring all material to clean and sanitize the rooms on the second floor.

Swimming pool is quite nice, but sanitation is extremely poor, there were possible feces and definite human vomits.

Special mention to a female front desk associate, Joey, who was on duty July 22, 2022. First it took over twenty minutes to check in guests for five rooms for a pre-booked tour group. There is minimal work involved, no ID check, no credit card validation and there was only one interruption from an existing guest who requested one item for service. After all the complicated check in procedures, Joey made two mistakes, one set of entry card went to a room where there were guests already occupied. Can you imagine the surprise and shock for the residents when someone opened your door. The other set of keys cannot open the room assigned. Complaints were made and Joey refused to admit fault but claimed that the guests may have mixed up the entry cards. Finally, these two issues were resolved after a back and forth to the designated rooms two more times by the guests.

Now comes the best part, Joey was Curt and rude. A guest was presenting her ID to check in, and Joey literacy screamed "not now". The guest was taken back by this attitude, and asked again, but was screamed back "NOT NOW" as if the guest does not understand English. However, Joey does not even give eye contact.

At this moment I was telling Ms Joey that her attitude was "piss poor" and I requested to speak to her manager. Joey curtly replied, that she was the only person on duty. I informed her that we shall report this incident and requested her name and her manager's name. She then informed us that she is Joey, and spelled out "J-O-E-Y". She actually repeated this a number of times, and mentioned, please do not forget her name.

At this moment, a registered guest came in and requested one item. Joey's voice took a 180 degree turn, and put on her young lady charm. We watched and could not believe that was the same person.

Well we finally came away with a possible potential answer. The guest was caucasian, and our group was all Chinese including the tour guide. That's was the only logical conclusion we could draw.

Our recommendation to Joey, is to leave the hospitality industry, especially in a neighbourhood with so many Asian guests.

I believe I did not miss anything and extremely sorry to have stayed in this Hyatt member, it gave me a headache simply recalling our experience. But glad to have got this off my chest. Incidentally this is the longest review I have ever written on any hotel stays in over half of a century, travelling from N America, Asia, Europe and Africa.

I am sorry to have written such a review for the owners. There are issues in bedded which cannot be changed, but good luck with the rest.

Answer my previous remarks and you...

I booked my hotel via Hotels.com and reserved a king room. However, I was not put in a king room. Upon check-in, I was not informed that my reservation would not be honored. I had to go to the room given to me to find out that I had been put instead in a room with double beds. I understood when I got there that the hotel is under construction, but I was given an unhelpful map to direct me to my room, and the signage was poor. When I finally found my room and discovered the bed situation, I called the front desk and said the room didn't match my reservation. I was told by the same woman who checked me in that there were no more king rooms available. This was Issue #1, as I had specifically reserved a king room for health-related reasons, but no one bothered to communicate that there would be an issue with that reservation. I was told by the representative at the front desk that I had been upgraded to some room with a view. Mind you, not only had I not requested that, but given the state of the hotel while under construction, there was absolutely no view to speak of - the window in the room was dirty, and there was nothing to "view." When I asked "how is this an upgrade when I asked for one king bed and get two double beds??" She could not provide me an answer. After putting me on hold, she came back and said that management was not available, but she would have someone contact me back. When I said that I was very upset and that I was also concerned about being charged differently from what I had requested - I paid for a king room with one bed but was put in a room with two doubles - she could not give me a straight answer to that, either. I said I would like for someone to call me, and she said she would leave a note.||||The next morning, by the time I checked out, no one had contacted me. I was told by the front desk rep that morning that NO notes had been left on my reservation to signal any issue or to request management call-back. The AM front desk rep insisted that she was sending an email to management to have them contact me. Days have now passed, and I have received no callback, no email, not even an acknowledgement of my issues, beyond the sympathetic rep I spoke to the morning I checked out. ||||I am thoroughly disappointed in this entire experience. I very rarely leave bad reviews, but this has soured my sentiments on this hotel and Hyatts in general. Feels like if you're not a high utilization Hyatt user, you...