Hyatt Place Philadelphia/King of Prussia — Hotel in Upper Merion Township

Shame on Hyatt This place deserves ZERO stars for the way we were treated. I have recently been diagnosed with severe anxiety, depression and PTSD, what was supposed to be a calm, quiet trip to PA was ruined by this person named Kash who is the receptionist at Hyatt Place KOP. We checked in on 10/25 around 11 pm and our stay was for 2 nights, check out on 10/27, and used a physical credit card to pay. The man swiped it the first time and said the machine wasn’t working and then tried again and the fee was paid for the room for two nights + deposit, then he gave us the keys to our room. The next day, we spent the whole day out and came back to the hotel around 8. A couple of hours before we got back to the hotel, my husband gets 2 notifications for declined payments on his card from the hotel. We get back and our keys aren’t working, we go to the receptionist, he says he didn’t receive the payment for our stay, and shows my husband the system. My husband then shows him proof that the amount was fully deducted from the credit card and is now pending as any other payment, then the man proceeds to say “that’s not my problem and you have to pay again then we can refund you” my husband says he’s not paying again because we already paid and our stuff is already in the room. The man then says it’s not his problem if the system doesn’t work, we have to pay again or we can’t go to our room. Husband asks to check the video from last night as proof that we already paid, KASH says we can’t see it “it’s not possible”. I then ask him where the money went if it’s not on the card and not on the system he says he doesn’t know and again it’s NOT HIS PROBLEM. He then starts to get loud telling us to pay or we can’t get our stuff, I ask him to call the manager, repeatedly, and these were his answers: 1- “There is no manager, I’m the manager” to which I say want the GM 2- “No one is allowed to call the manager” 3- he literally says “I’m not going to talk to you I will talk to your husband” then he turns to my husband and says “I can’t call the manager I’ll get fired” 4- I ask him to call the GM again he says “I can’t, he left, he’s not here” After all this and him getting really loud my son gets really scared and starts to cry, I tell him to please calm down, he’s making my son anxious and he says it’s not his problem. My husband says he’s calling the police and he stands there mockingly saying “okay, go ahead, call the police” and proceeds from behind the desk to get closer to my husband, I then tell him he’s completely unprofessional and I’m talking a video, I take my phone out and start to record, he jumps at me yelling and scaring the hell out me “that’s illegal, you can’t take video” to which I respond “you stay away from me, leave my phone” he then storms out of the hotel saying he’s calling the cops. I call 911, explain the situation and they send 2 officers right away. KASH is waiting outside to tell the cops the following: 1- we didn’t pay 2- we paid for one night and were supposed to check out on 10/26. 3- the system is faulty sometimes and it doesn’t show everything. 4- he wants us off the property. Cops come in, talk to us, husband shows them everything proving payment and they say we paid, and there seems to be something wrong with the system that the hotel should address, we can choose to pay again or not. Either way we should leave the property because unfortunately he (KASH) does have the right to do so(have us leave). The officers had to talk him into letting us get our stuff from the room, because even with the cops he was unreasonable, they escorted us to and from the room, took our info for a report, then we left. Shame on you Hyatt for hiring such an incompetent person. Zero respect . Zero integrity. Zero accountability and no customer service whatsoever. I have no idea what kind of hospitality school this person attended or who made the mistake of giving licenses or hiring him. SHAME...

Brides beware!!! We had NOTHING but issues with Hyatt for our wedding. The Sales Director and hotel GM both refuse to respond to my calls and emails and rectify the situations! I've had to contact corporate and they've opened an investigation. Where to even start!!!! We contacted Hyatt Place to reserve a block of rooms back in the Winter for June 2nd and 3rd. We told the sales lady our wedding started at 3pm and gave her all the necessary info. They told us they could accommodate our wedding. I then found out six weeks before our wedding that check in was at 3pm and my wedding started at 3pm therefore my guests wouldn't be able to check in and getting changed prior to boarding the bus to the venue. I had to beg and plead for the GM to agree to atleast clean a set list of out of town guest rooms early so they'd be able to change after arriving in town. He agreed to have the 7 rooms I selected ready by 1pm. The day of the wedding one of my guests arrived at 1:15. He was told his room wasn't ready. He expressed that the bus was leaving at 2:20 and he needed to get cleaned up and changed. The hotel employees shrugged and suggested he use the lobby bathroom. We arranged for gift bags to be given to each of my guests upon check in. My mother in law brought just enough for each person on the hotels wedding block check in list. NONE of our guests were given a gift bag upon check in. The only ones who got them were people my MIL told to go back to the desk and ask for them. Before check out my MIL went down to get the bags that had not been given out as we had four rooms that didn't receive bags. She was told there were none left. The staff didn't give them to my guests and they weren't there so what happened to them?????? My husband and the groomsman stayed over Friday night. My husband and I had a king room reserved for Friday night and Saturday night. At check in, my brother in law was in front of my husband. The lady asked multiple times which person with our last name it was (we had three rooms all under the same last name but different first names). Despite being told which room, the woman checked my husbands brother in to our king suite and checked us in to the double bed room. She realized her error upon checking in my husband but lied and said they were the same room. He assumed that's what I had booked for us and proceeded to the room. We then paid for the king suite despite being crammed in a double bed. The hotel staff took it upon themselves to tell my guests that if they didn't ride the bus (no affiliation to the hotel) to the wedding they were not allowed to ride it home. That was incorrect information and thankfully our guests checked with us at the wedding. A hotel worker made ignorant comments to my mother in laws best friend telling her if she's seen one wedding she's seen them all. He told her not to worry about driving home after the wedding, and suggested she just take the back roads to avoid cops and traffic.

I could go on and on about all of the complaints I had to hear the days after my wedding. The management at this hotel has not responded to ANY of my calls or emails, They've done nothing to fix any of the issues they caused, and I still paid $400 for a room we didn't even sleep in! It's disgraceful that I now have to go through corporate to get a resolution. Save yourself the headache and book one of the other 50 hotels in...

This hotel was much more outdated than I expected. Our check-in process was a headache. Apparently the previous check-in staff member gave our room to someone else (which was assigned when I checked-in online) which is fine. But the check-in staff had us stand there and wait so they could go upstairs and see if someone was in the room I was assigned. While we waited the one check-in staff explained the entire situation which is fine, I don't care what room I had as long as it had the 2 beds in there. They made it seem like if the other guest was in our room they'd give us the room he was supposed to have.

After what felt like 20-minutes of waiting (it was more like 10-15-minutes) the other staff member came downstairs and said someone was in fact in the room we were assigned at check-in. So then the other staff member says "well I'm just going to give you an entirely different room". Not really sure why that wasn't the solution to begin with...

The shower was out of shampoo and body wash and almost out of conditioner. We didn't want to be bothered with someone coming in to restock, so we made do with what I brought from home for myself. I did alert them as we were leaving and again at check-out so they knew to restock for the next guest.

We don't normally watch TV but actually wanted to this time because we were exhausted from all our Spring Break travel (this was our stop on the way home). The TV wouldn't consistently turn on when using the remote of the buttons directly on the TV. Super weird.

The breakfast... just skip it. Go somewhere else or bring your own food. It was bad, really bad. I saw a couple fill their plate, sit down, and throw it right in the trash and say they would get breakfast somewhere else.

The pool was small but fine. Overall the layout of the room was nice, but the TV should have a swivel so you could sit on the couch and watch TV. As it is right now, when you're sitting on the couch you're staring at the back of the TV. We had a minifridge and microwave which was nice for the leftover food we traveled with. There was a very small closet as well which we used to dry our bathing suits.

The location of the hotel was a bit selling point for us. We were close to things to do (Valley Forge Park in particular), the mall, and a few other things we like to check-out when we travel. If I return to this area I would stay in this area again, but would probably try a...