Hyatt House Fishkill/Poughkeepsie — Hotel in Town of Fishkill

The hotel is decent, the technology and space is old, no toaster in the kitchen & the gym & pool are small. The problem however is how RUDE the staff is- especially the manager of the hotel, Cathy. We were on a long term stay for work (a period of 9 months but we had to cut it short & leave after 3 months) because of the micro-aggressions particularly towards me, a person of color. At breakfast while I waited in the lobby, a member of the staff came up and said “are you waiting for someone?” and I told her I was waiting for my husband & she said, “can’t you wait in your room?” I was shocked. I asked her if it wasn't okay for me to be there & she said “No, it’s okay. But I have to vacuum here.” WOW. And this person greeted those around me with a ‘hello’ & ‘good morning!’. A few smaller things were said but I decided not to pay attention to it. But this incident below forced us to leave: my husband and I walked into the banquet hall on a quiet Sunday evening - it was open & not in use. We were filming a quick video about soccer & couldn’t find a good spot anywhere else & it was raining outside. A minute into the video & the front desk person walked in & asked us to “get out”. He said it was a paid space and we could not use it without permission. We immediately apologized, we had no idea but also having lived there three months they knew us and we thought they would communicate more politely. We asked the staff member why he was being so rude when we had no trouble admitting our fault and he said “I was told that you are creating a nuisance and that was a miscommunication. That’s why I came in hot”. And he didn’t apologize, only justified his rudeness. We left it at that. The next day we were sent emails from the management stating that it was brought to their attention “that a situation happened in our event space”. So I went to the manager’s office hoping that she could hear our side of the story because there seemed to be some miscommunication. When I told her that I found the staff member and the email rude she said “YOU DON’T THINK WHAT YOU DID WAS RUDE? YOU USED A SPACE WITHOUT PERMISSION. I’VE WORKED HERE LONG ENOUGH AND I CONSIDER THIS MY HOUSE. YOU DON’T THINK IT’S RUDE TO WALK INTO SOMEONE’S HOUSE AND USE A SPACE YOU ARE NOT ALLOWED TO?”….. I mean… Just… wow. The difference between a 'mistake' vs 'rudeness' seemed to elude her. I understand supporting your staff but as a manager you want to placate both parties? Also, this is not her house. I pay to be there. And if you’re the “host” then you don’t ask your guests to “get out”. So I didn’t think there was a point in talking any further and told her, “I guess then it’s better we leave” to which she replied “YES, I DON’T THINK THIS WAS A GOOD FIT”.

I cried. As a person of color that stung deeply -the choice of words. She said we weren’t a good fit because we used an open, unused banquet hall space for less than 60 seconds? And when she saw me cry she passed a box of tissues- no apology.

The Hyatt desperately needs to train their staff in basic hospitality and while humanity and decency cannot be taught, a training in RACE RELATIONS might help to some effort. I will never come back. I will never recommend anyone to it. If you have to stay here, it’s understandable. Some of the staff members are kinder- Lauren, Judy, Jackie- stick with them. You’ll be in good hands. If you’re expecting good service and kindness, I’d suggest you go to the residence inn or other hotels nearby. They are MUCH BETTER and definitely won't make you feel like you dont "fit in...

My husband and our boys (3 years & 22 months) stayed here for 3 weeks while my husband was working at West Point. The hotel staff was always very pleasant. They have a decent breakfast every morning with an omelette bar. The one bedrooms are spacious but only have a shower, while the two bedrooms are duel masters and are great. They are very spacious, one bathroom has a shower the other has a tub/shower combination. The kitchen is nice but only has a stove top, no oven so it makes cooking a little difficult for those staying longer periods of time. There are a few reasons I didn't give this location 5 stars. 1) When we moved to a two bedroom, I ended up finding an empty beer can and and an empty beer bottle under the couch. I also found broken pieces of clear glass on the ground in the kitchen, they were slightly smaller then the size of a dime, but obviously a safety hazard for my small children. I brought it to the attention of the front desk evening staff, but never heard a word from management about it. 2) The laundry room is terrible and deserves a 1 star rating. It is a shame that such a nice looking hotel has such inefficient laundry facilities. Both the washers and dryers are over priced at $2 per load. There are 3 washers, 2 top loaders (one of which was out of order our entire 3 week stay) and a front loader that does not have a very large load capacity. There are 8 dryers. Several of the dryers have rust issues inside around the lint trap. The biggest problem with the dryers is that they do not dry properly. The sign says drying time is 30 minutes, but clothing is still wet after 1 cycle so you either have to pay another $2 to dry again or lay your clothing out flat to dry in your room. The first time I did laundry I paid the extra $2 only to find the clothing was STILL damp (that is $6 to wash and dry 1 load that is still not dry). Rather then waste any more money on future loads I paid wash and dry once, then laid the clothing out in our room to finish drying them. I mentioned this to front desk one evening, but they didn't react as if it was important or a big deal. Even the Extended Stay Americas nearby have better, cleaner laundry facilities that actually work. Like I said too bad because it is a nice hotel. Over all 4 stars is what I give them because in general we enjoyed...

I appreciate that this was a comfortable, relatively quiet hotel. Thin walls let others hear children crying, playing, etc. but that’s to be expected. Also, the plush bedding made for a great night’s sleep. Our two concerns were (1) the lack of cleanliness (especially during the pandemic), and (2) believe it or not, the lack of ice (yes, ice cubes!). The room was nothing remarkable to see, but very comfortable. The place could probably do with an upgrade because the furniture housing the mini fridge and coffee maker was covered with scratches and areas where the varnish was gone (but that didn’t make our stay any less comfortable). What was unforgivable was the fact that there were lots of hairs in the room - mostly human, some animal. We found plenty of human hair in the bathtub, a long hair on one of the pillows (we never used that pillow) and some pet hairs on the bottom of a dust ruffle. We were told at check-in that due to the pandemic, housekeeping wouldn’t enter our room during our stay. Therefore, after carefully inspecting the rest of the room, we popped out our disinfectant wipes and started cleaning. Tub, all other bathroom surfaces, tabletops, etc. - we just handled it. Then we needed ice. We finally found the ice bucket, with no plastic liner. My husband went to the front desk with the ice bucket and a cup, and came back with ice. We wouldn’t use the ice from the unlined bucket for drinks - not sanitary. It was used just to quick-chill beverages. But when we went down for ice the next day, we were told their only ice machine hadn’t worked for a week and a half. When we explained that we’d gotten ice the night before, the woman at the front desk seemed caught in a lie. She said maybe the machine began working last night then “went down” again. We gave up on getting any more ice. This really was a comfy, laidback hotel. It’s a shame that such minor details can make a normally nice experience so disappointing. The front desk staff at checkout was very understanding. But if they could just thoroughly clean the rooms (maybe have cleaning staff wear hairnets) and put an ice machine on each floor (not all that expensive, is it?), we’d be willing to stay...