Hyatt House Washington DC / The Wharf — Hotel in Washington

Ok, where do I start! I’m currently at the hotel now. My husband and I decided to do a staycation and celebrate our 9th anniversary at Hyatt House on the Wharf. Great location, great view, free breakfast, roof top pool, fitness center, bar and so on. Check-in was a breeze; knowledgeable staff that gave us the ins and outs of the hotel. The room was small but the view was spectacular; waterfront view is unbelievable soothing! Our anniversary line up dinner at Hell’s Kitchen, boat ride and relaxing on the pier swings. Well, things took a turn for the worse when I had an encounter with Farrin the night auditor “the manager”. I arrived to the front door of the hotel and the door was locked; I needed my key card to get in but I left it in the room. I noticed that there was a hotel staff member at the front desk on his personal phone so I waved to get his attention. Once I got his attention, I signaled for him to let me in. He then signaled with a key card and I signal that it’s in my room. Here’s where things gets weird and escalate, the hotel staff come over to let me in with a whole attitude; his body language and facial expression was distorted. Clearly he’s upset! He only had to walk 5 steps to let me in; so what’s the problem. When he let me in, out of care and concern, I asked him was he okay. He replied, “how can I help you?” Okay, never mind I was just showing you I was concerned about you. I replied, “I need another key to get into my room.” He replied what’s your room number and I need your id. As I was getting my id out, I asked, Are you ok? Did someone do something to you because clearly something is wrong and I know it’s not me because I just got here. He handed me my room key, without given him my id to verify who I am, and he asked do you need something else. I said no and he walked away to the back. I then proceeded to call corporate because I couldn’t believe what just happened to me. He came from the back to the front and asked me to move because I was making him uncomfortable. I asked him how, “I’m not doing anything to you”, I’m calling corporate. He said oh don’t worry about calling, I’m putting a note in your file; so now you profiling. What? Wait! What did I do? So, I continue to hold to speak to someone from customer care, they needed to hear what just happened to me. So, I said ok but I need corporate to hear my side. You are being rude to me, disrespectful and you have an attitude towards me. He then said I need you to leave or I will call security. I said call security for what, I did not do anything to you but your are being aggressive towards me. He said, okay since you’re not going to leave, I’m calling security and I have locked you out of your room, so you can’t get in. Wait! What? I said I’m not going anywhere until I report you. Suddenly, my husband appeared and asked what was going on? Farrin, said, “I don’t have to tell you what’s going on”! My husband said, well, stop talking to my wife like that. Then Farrin started writing in my account, taking pictures of my account and then told me that I will not be able to visit this particular Hyatt House again. So now, he’s writing derogatory statements in my account, taking pictures and raising his voice at me. I can’t believe what I am hearing! From the moment I was in contact with Fatrin, he has been unprofessional and disrespectful! He was very disrespectful, unfair and aggressive. He even said to me “Act like a lady and leave! Such disrespect! I can’t believe he is a manager! He then went on as he was talking on the phone “I’m dealing with these African Americans”! Oh, they don’t know who they dealing with. So after speaking with a customer care agent, I revived a case number and waiting for corporate to call me. Therefore, this morning, I spoke to Nick the Operations Manager and got no where, clearly Nick has taking Farrin the night audit side. I’m so disappointed and not satisfied with our stay at Hyatt House. Hopefully, today my husband and I can enjoy the rest of our...

If you enjoy your credit card being stolen from your room, stay at this Hyatt!

I will attempt to make this as factual as possible. The rooms, breakfast, and location are good, but the value is iffy considering the cost of parking. This one star review comes down to items missing from our room and the hotel doing nothing about it.

My wife and I walked around the national mall on Saturday and returned to our room in the afternoon to get ready for a wedding. Before leaving for the wedding, we discussed if she needed to bring her wallet/cards/cash, but ultimately left everything on the counter. When we returned late at night, two credit cards and $10 in cash were missing from her wallet. In the morning, we received two fraud alerts that the cards were used at nearby stores in Alexandria. Before check out, we searched every inch of the rooms and the car to ensure it was missing. I informed the manager on duty Kenny on Sunday morning when we checked out that the cards were missing. He was apologetic, took my name and number and said he would follow up with me after doing a lock check.

Later in the day, we get additional fraud alerts for purchases in the Crystal city area of Alexandria. Some of the fraud alerts were for credit cards we still had in our possession, meaning whomever entered our room took pictures of my wife's credit cards (and who knows what else). I alert the hotel that our stolen information is still being used.

For the next three days, I call every day to follow up. Kenny never gets back to me and no one follows up. My wife files a police report and a corporate complaint. Lo and behold, the next day corporate calls to tell us there was no unauthorized entry and they will not do anything because we must have left the door unlocked. We are still waiting for the police to investigate. We have the dates, locations, and amounts of five fraud attempts, so hopefully they can identify who did this.

In fifteen years of traveling as adults, this is the first time my wife and I have had anything stolen from a hotel room. I will refer you to a review by Turgay from two weeks ago who also made a complaint that his watch was stolen from his room and management did nothing to follow up with Turgay. Whether or not it is a staff member, a rogue customer, or a wandering homeless man, this hotel has a problem with items being taken from rooms. Rather than making an effort to rectify anything, they say "your fault, lock your doors."

So, could my wife and I have a limited enough intelligence to not be able to ensure a hotel door is locked? Maybe. Could a random person who isn't a staff member take a keycarded elevator to steal two credit cards, ten dollars, and take pictures of her entire wallet without stealing anything else or being noticed, then use it in five locations in a city ten minutes from the hotel? Maybe. Does this hotel have a serious security problem? Yes. Does this hotel have a lack of effort to help their customers? Yes.

Fortunately the bank alerted us and we are not out any money. Unfortunately for Hyatt, they are out of our money because we and none of my family will ever stay at one of their hotels again.

Edit update: corporate says they don't have security cameras, front desk employee says they do. Something suspicious is going on Michael. Your hotel has shown no interest in the security of customer's rooms and belongings. Enjoy responding to our consumer complaint from the attorney...

What I experienced today at your front desk might as well have been a prank, because I could not believe the level of this disrespect one of your front desk agents showed us. I had originally booked just one night (Nov 5th) but ended up deciding to stay for another night after checking out, so after finishing with our activities around the area we came back with the intent to book a second night, which I couldn’t do online -my preferred method- because it was already 2:30am. So we are standing at the main entrance which is closed because of the time, the telephone out there which is supposed to communicate you with a front desk agent (even though you can literally see anyone sitting at the front desk from the door, it’s less than 2 feet away) wasn’t working so we knock on the door. The worker sitting there at the moment was looking down, then he noticed we were knocking and looks at us like we stink and asks “are you staying here” which I said “yes” he opens the door for us and as I’m walking towards him I say “I have quick question about online booking…” he proceeds to interrupt me and say “so you ARE NOT staying with us then” and I tried to explain that the reason I’m there is because I had a room with them for the previous night and just wanted to book another night, this man interrupts me again, in the most rude and condescending tone and says “no no, I asked you a question, I asked are you staying with us, why did you say you were, when you are not” and I AGAIN tried to explain what I needed (which you would think is what matters, not wether or not I answered his question to his liking) and for the 3rd time this man interrupts me again and tells me “I asked you a very specific question, and you said you were staying here” which then I interrupt and say I guess I’m not staying with you, but can I book a room? And he rolls his eyes at me, and very loudly says “NOOO”. I just could not believe the way we were being treated and talked down because of a question that I seem to have answered incorrectly. I then insist “and why is that?” And as I’m asking this question a second front desk guy (I believe his name was Ibrahim) shows up and asks what’s going on to which the first guy said “do you wanna help these 2” and then stands up and walks away to the snack area while Ibrahim did take care of us, he was very polite and I appreciate that. However I think the behavior of the first guy is absolutely unacceptable, he was rude, condescending and so unprofessional, this should not be tolerated, I at not point raised my voice, gave him attitude or questioned his intelligence, which he did do to me, in front of my companion, for absolutely no reason, and to top it off DENIED me a chance to book a room, again, for absolutely no reason. Had Ibrahim not been there I would have probably had to leave to another hotel. This is not ok, and I’ll be writing to...