Hyatt House Tampa Airport / Westshore — Hotel in Tampa

I had a horrible experience with our check in! Our flight was overnight, we arrived at the hotel around 06:15. I explained the woman at the counter how tired we were and if we can check earlier, she was not nice or empathetic, she just said that we can't check until one o'clock. I told her that we couldn't go anywhere because everything was closed, she just offered us to eat breakfast. We did eat, then we went to seat at the lobby, which the sofa were very uncomfortable, my daughters just laid down. But this time was another women. I tried so many times to make eye contact with her, but she totally ignored me, she never asked if we were waiting for someone or needed it assistance. I observed how she treated others and then I started feeling like because my race I was treated differently, why she was so nice to other guests? I saw so many people , I was there for more than 3 hours! And her treatment with them was only smile. Then something happened, a guests arrived with her son, just like me, she was too early for check in, and I expected that she was going to hear that she has to wait, but NO, this woman at the front desk told her that If she wants to check earlier she has to pay $50 dollars. WHY the other woman never offered me the same deal? I could it pay!! Why this one NEVER asked me if I need assistance? WHY she never make eye contact with me? WHY she never asked herself who are those people laying down sleeping?? Soon as I saw how she treated this new guest, I went the front desk. While I was waiting, a blonde lady who works at the hotel saw me waiting and very politely asked me if I need assistance, I explained to her everything, just like I did to the first woman and she asked for my last name and told me to wait just a minute, I went to talked to my daughter about the situation and also told her that I knew that this lady will help us, and she did! I think that she works at the office but told the woman at the front desk to help us to check in. This lady treated me differently, she didn't discriminate me, I was just a guest! I have been taking vacation for over 30 years and I have NEVER, EVER encountered such a bad experience in any hotel. The hotel was very nice, maybe the owner should have people who works in there have more kindness and treats others with respect, doesn't matter the race, we are the ones who pay and make their business successful. My daughters and I enjoyed Tampa, the hotel and location was perfect, but the first 3 hours...

Daily housekeeping was not offered and that was not mentioned in the booking nor at check-in. When I inquired at the front desk about why the room was not cleaned on day 2, I was told it was every other day because of COVID. On our last night, after having received stay-over service only TWICE in seven days, I was told it was every 3 days. That's disgusting and seems like a lie based on what corporate customer service told me and the front desk agent told me earlier in the week. I cleaned the room myself more than housekeeping did. Front desk morning staff was rude and acted like I did something seeing everytime I went to ask about something. Sorry for bothering you? Evening front desk team much more courteous and helpful. Housekeeping used the guest elevators so I was mashed in the elevator with bins of stinking garbage daily. The breakfast was a joke. The fruit was always empty and looked days old. It's Florida! If there is fresh fruit anywhere it should be here. I felt like they didn't actually want to serve breakfast but they had to so they just threw something out there. The breakfast attendant rushed everyone out of the breakfast area before 9:30 because "he was working a double so he didn't have time". We ate breakfast there one day and ordered in most days. The kitchenette was poorly stocked. There was only one pot for boiling water. No pans, no cooking utensils. What am I supposed to cook with that? Why did I even pay for a kitchenette? I need a kitchenette because I have dietary restrictions. I need to be able to purchase food and prepare it myself. Instead, I was forced to order much more than I would prefer because of lack of proper or even basic kitchen items like a pan or cooking utensils. If this was my first start at a Hyatt, I'd probably never stay at one again. Fortunately, we've had great experiences at other Hyatt properties so we will continue to stay with Hyatt. We are moving to Tampa and will be starting for a week every month until December 2023, so it would have been great if this property would have met basic expectations. Front desk staff and housekeeping need some work. And just clean the rooms. Stop using COVID as an excuse to provide poor service. Nobody is actually buying that the reason you only clean the rooms every three days of because of COVID. It's an insult. You don't want to pay room attendants. Anthony at the Front Desk was the highlight of the...

ATTENTION PET OWNERS !!!!!! THERE ARE MUCH NICER HOTELS THAT WILL ALLOW YOU TO BRING YOUR PET FOR NO CHARGE. I WOULD ADVISE NOT COMING HERE IF YOU PLAN ON BRINGING YOUR ANIMAL.

The stay was fine, our room was a little dirty but I did not make a fuss because I’m not that type of person I just cleaned up the room myself. I received no Bill or review of our charges before leaving. We were charged an additional $75 fee for our pet that we brought. I did not see anything indicating online that there would be a fee. I didn’t question it because I’ve stayed at multiple hotels in the state of Florida that did not charge. I was at the Double tree hotel the day before where they did not charge mind you it is a much nicer hotel so I did not think twice of it. I called immediately To discuss the charge with the associate, Natalie, I was met with nothing but attitude and backtalk to which at one point she hung up the phone in my face. When I called back, she answered the phone and immediately put me back on hold without a greeting because she read the number on the caller ID. It seems very silly to me that even if I did see that there is a charge for the animal why wouldn’t it be included in the total when booking why would I have one total when booking and then another total once I arrive and you decide to add the charges on then I should be made aware of the charges in full at Booking. They know exactly what they’re doing. Had I known that they were going to be like this about the animal we would’ve never come to this two star hotel, and stayed at the Doubletree hotel. When making my concerns to both corporate and this locations manager, I was made to feel as though it was my fault as a dog owner for not further investigating. They refuse to refund me any refund and they also defended their employee that was rude which I find ridiculous. What happened to customer service And when did it become OK for sales associates to speak to customers this way let alone hang up on them? Charges and bills should be discussed upon check out no exception, especially if you were not going to receive it immediately. I’ve worked customer service over 15+ years and I’ve always found away to make sure all of my customers feel welcomed appreciated and respected. I left feeling none of...