Hyatt Regency Westlake — Hotel in Thousand Oaks

We visited Hyatt Regency Westlake for a wedding and reserved a group of rooms. We were very pleased with all of the staff. Each interaction was five star. I would have given this hotel a 5 star just on the staff alone. However, things were not as they seemed. At first glance we were completely blown away with the beautiful lobby -- which feels very posh. Its completely gorgeous and all of the rooms and facilities are equally incredible. The hotel has lush well manicured outdoors grounds, pool, gym, Cafe, laundry, and two gas fire pits. Pets are welcome and they have a pet walking area in the back of the hotel. Our room came equipped with a small fridge, big screen TV, an awesome walk in shower with rain shower head, and great furnishings. The beds were outstanding and very comfortable. Keep in mind our stay occured during California's 2nd COVID-19 stay at home order. The hotel is requiring masks and stated they are taking proactive measures to limit COVID-19 exposure (through cleaning and reduction in number of guests). There is signage encouraging social distancing and added measures were taken such as limiting the number of guests allowed in the pool. We followed these guidelines and always wore our mask while outside our room. My partner Greg's daughter was getting married and we werent going to miss the small ceremony after her wedding had been canceled. We were worried but were assured the hotel was taking precautions. Since we are in the middle of a pandemic I want to note there are much bigger worries we can all have right now besides canceled weddings and other minor issues. I'm a big picture person. But when it comes to covid-19 and the number of cases CA has I was a little shocked our room wasn't as clean as I might have thought it would be. I needed to sit at the desk to complete some work and I noticed fingerprints from previous guest on the desk and that prompted me to look around some. We did notice some small but gross things. Like, something smeared all over the sliding glass door. Glass out on the balcony. Upon closer inspection things seemed to have been gone over and weren't really clean around the room. The bedding was great but the bathroom counter was speared/streaked and the shower had a line of dingy dirt across the panel that drains the water. There was no visible debris on the floors but they were filthy (see photos of my lysol wipe of main room and of bathroom). I noticed one of the staff using what looked like a giant swiffer on the 1st floor so this must be what they use with disinfectant. But i guess its at least "clean dirt" but still kinda gross. I'm speculating here but most people know these swiffer type "dealies" don't really clean but instead just push the dirt around. We stayed several nights (4) and needed a bedding change on day 3. We put in a request before 9 and left to go out for several hours. We came back around 4 and the request had somehow gotten lost and another request was placed. The housekeeper was very rushed but sweet...and forgot her mask. The bedding was still wet around the edges. I want to note we're primative campers and not germ freaks and normally wouldn't even get fussed by these things (we just air dried it) But without writing a novel here... pandemic? Yanno? We aren't concerned about ourselves as much as if we are exposed we could take that stuff to gramma yanno? So we did enjoy our sleep and the showers were amazing (our TV didn't work and the box was fritzing out), I mean we've slept outside camping many times (I feel safer outdoors to be honest) but I think any place where humans will be in and out needs to be cleaned really well. Not just disinfectant run over things but clean clean. If there wasn't a pandemic I wouldn't even mention these minor things but they were disappointing and I felt less safe. Others in our groups reported similar issues with things just being a little dirty in their rooms. In particular the floors. I realize we don't lick the floor but our feet were filthy and I litterally wore shower shoes...

Review of a single night stay Wed. Nov. 6, 2024.

My wife and I, and 3 small dogs, stayed at the Hyatt Regency Westlake after we evacuated our home due to the Mountain wildfire in Camarillo, CA. We checked in to room 245 around 1:30pm. We shortly heard a significant amount of noise, talking, group activity, etc. in adjoining room 247. As I was heading out with our dogs to walk them around 4pm, I saw 247 was open. I entered with my dogs to ask what was going on. I was told the room was being used as a “medical clinic”. There were trays along the TV credenza, filled with a variety of drug packages (e.g. Lidocaine one clearly labeled). 8-12 trays appeared to have individual’s first name and last name initial. There was a man having blood pressure read as well. I had brief conversation with the lady in charge. The room was clearly set up to provide medical services and was not going to be used for sleeping. I asked the lady in charge how long they would be operating as the “clinic”. She said she would be at it all night. I was not advised that I was in 247 without permission, nor was I told to leave. I was very surprised by this “clinic” set up, but left it at that time. The door to 247 was left open at that time by the occupants.

We left for dinner around 6pm. Room 247 was open, with several people in the room. Returning around 8pm, 247 still had the door open with ongoing activity. We tried to bed down around 9:30pm. Room 247 had been non-stop after our return. Around 10pm I went to the front desk to ask if management was aware of what Room 247 was doing. The front desk was very circumspect, citing guest privacy concerns. It was clear that management was fully aware of and agreeable to the 247 “clinic” set up in a guest bedroom. I was told that the hotel has a 10pm quiet time cut off. I asked front desk member Amber to please ensure 247 complied with the quiet time. She assured me it would be done. I returned to my room. The noise continue non-stop.

At 11pm I re-entered 247 through its open door, meeting the same lady I’d met earlier. After significant confrontative conversation, to include me attempting to take a photo of the set up to show to the Front Desk (I was rightly prevented from doing so by the lady in charge. I acknowledge the photo idea was not good judgment on my part in the heat of the moment) I was ordered out of the room, and I left. A return to the Front Desk and meeting with Front Desk Supervisor Mona Katouzi changed nothing I essentially got the brush off. I returned to my room, to have virtually no sleep for the rest of the night. 247 was non-stop loud TV, people in and out, talking, laughing, door closing loudly, etc. etc. from 11pm to 7am when the rest of the hotel started to stir. We asked for and were thankfully given a room change the morning of Nov. 7.

I have just completed a call with Director of Front Desk Jamie Mandel. I requested full credit for our room charges for 245. Ms. Mandel bluntly refused my request, advising me I was in the wrong for having entered another guest’s room. Apparently, my two “allegedly unauthorized” entries through an open door, that was clearly set open to allow guests, customers, whoever 247 was servicing in their “clinic” to walk in (an "event " per Ms. Mandel, in a guest bedroom no less!), negated and excused the blatant and permissive all night disregard by Room 247 of the hotel’s own quiet hours and policy.

I am retired, but in over 40 years of professional life, which involved significant business travel, and having been a customer both personally and for professional events (e.g. annual shareholder meetings, Board of Director meetings) at this very Hyatt, I have never in all those years had a hotel guest bedroom set up and fully used as a “medical clinic” event space operating 24/7 with the full knowledge and concurrence of management. Without question the most atrocious hotel experience I have ever had. A disgraceful representation of the Hyatt brand by the Hyatt...

The room was beautiful and some of the staff like the check in person and manger of restaurant was great. However the wait staff when he came to the restaurant sadly it was severely lacking good attention. Our experience with us hotel started off great but diminished during breakfast. Not only did the wait staff leave us to look around for over five minutes or more for a table while they looked at us but Rush passed us never once offering us a seat but when they did they said it’s at a table brought no silverware to us took a while for someone to come and asked us what we wanted, when we received a coffee it was filled with coffee grounds when we gave her order our server pretty much asked the person with me various questions of what she wanted but offered me nothing I have to speak up on my own to ask various things of what was included in what I’m going to get certain foods that would normally come with a breakfast. When she brought her coffee she brought me creamer but nothing to stir it I waited she never returned after so long I finally got up went to the bar got a stir for my coffee sat back down when breakfast was served she did not ask us if we needed anything she never once came back to check on us to see how everything was I had asked for extra bacon which was burnt to a crisp beyond palatable. By the time she returned I made mention of it she never offered would I like anything else in exchange again never came to check on us at all finally she brought the check. When we try to speak to her about our experience she became immediately defensive and stated she had over 30 years of experience doing her job then through and they were short staff mind you there were three people on duty the place was not for however being short staffed as I mentioned to her is no excuse for bad service and we try to point out to her her lack of interest in our enjoyment of our experience. She clearly would rush through dropping things off and not coming back to see how we were if our meal was even adequate. Mind you I was with a good friend who’s not only a private chef but caters parties. I myself have been in the service industry and know how difficult it can be at times however as stated there is no excuses for bad service. But rather than listening to our issues as mentioned the server became immediately defensive took the check and said oh well it’s free you don’t have to pay for it, we didn’t have to pay anyway because already credited we had a voucher that wasn’t the point we had asked the server several times that we are not looking for anything to be comped even though she had no idea we already had a voucher, we offered more than once to pay for our food but it took 4 to 5 times of arguing with the server before she handed...