Hyatt House White Plains — Hotel in Town/Village of Harrison

No Heat in room. Drugs on the room floor. Leaks in the ceiling. No working key cards.

Full Story -

My family and I stayed here this past week for the holidays - Dec. 21- 26. By far one of the worst hotel experiences I have had. Here is what happened - Requested early check in as we flew red eye and would be getting to the hotel around 9am. Waited quite some time to get into our room. Once in the room, we noticed two things immediately - It was really cold and there were only 4 pillows and two bath towels. I called front desk to request more linens. After an hour, 2 calls to front desk and no response, I went down to ask them directly for linens - pretty reasonable wanting to shower and sleep when you get in your room, right? I was told and shown by a cell phone that the house keeping supervisor was notified and should be getting to me shortly. Another hour - no linens. During the wait the room wasn't getting any warmer. I call front desk again - nothing. My husband then goes down to address the heat and linen issue. A maintenance man was sent up and couldn't fix the heat. So, they moved us to another room. Just that alone is upsetting. We were exhausted. We were put on a different floor on the opposite side of the hotel. We get into our second room. I call the front desk yet again to request linens. Finally we get our linens. Upon settling now into our room, our 7 year old son holds up a partially smoked joint and asks what it was. Wow. Of course I call the front desk. NO ANSWER. I call corporate. I tell my story and I am directed to the hotels General Manager. She comps one night for our troubles up to that point. Christmas eve we wake up to the fire alarm. That alarm went on for awhile. My husband goes down to see what is going on. Another guest burnt something in one of the hotel room kitchens and sent everyone on a frenzy. The hotel told us they can't shut off the alarm, the fire department has to and that took some time ( I get it. ) EVERY single day, we needed new key cards. It was infuriating - standing in the cold with a 3 month old at night while raining trying to get into a hotel you've paid for already and not being able to. Literally, everyday we needed new cards. Christmas day, guess what we wake up to?! A leak in the ceiling directly over my 3 month old daughters crib. At this point, I am defeated by this hotel. I didn't want to fight with front desk or a manager again. I wanted to enjoy my vacation and the experience with our lodging was exhausting. Of course we let them know. A maintenance man comes into our room and says "that looks weird, I don't know what that is." The General Manager comps another night. We leave the next day and I literally thought at this point they were just messing with us BECAUSE we load the car and I go in to check out. The woman prints my invoice and sends me on my way. I look at the invoice when I get into the car - my mistake I should have checked it before I walked away - and there was only one night taken off our bill. So, I go back in. It's adjusted and I am handed another printed invoice. I start to walk out while reading the invoice and the amount for the second night they comped was only 50% of the room charge. I GO BACK AGAIN! The woman laughs and says she's sorry, it was a typo on her part. I am told after many calls and people within corporate, "By sharing your experience, you have a direct positive impact on future stays, which allows us to maintain the level of service that Hyatt is known for. (What?? LOL) I do see that the hotel management offered 2 nights compensation and I believe that this is a fair compensation for the experience you have described. However, we can offer you an additional 12,000 World of Hyatt points, which is enough for 1 free night at this or any at this or any other category 3 hotel."

"For the experience you described" - the experience with no heat, drugs on the floor and leaking ceilings. I expect so much more for $200 a...

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