Hyatt Place West Des Moines/Jordan Creek — Hotel in West Des Moines

Ok... so it pains me to leave a bad review because Hyatt is my go to hotel whenever I travel but I have to share this experience in hopes that it is addressed and not repeated. Due to home renovations we stayed here twice in a two week period - our first stay was very lovely, clean room, accommodating staff. Our second stay was a totally different experience. Upon entering the room it looked ok but just didn’t feel clean. I found a used bandaid on the floor by one of the beds and there was a strange sour foot smell on the carpet. The next morning I needed the linens on the bed replaced because one of my littles had contracted pink eye from our first stay and needed fresh linens each night to prevent spreading so I stripped the bed and left them on the floor- it gets close to 3pm and housekeeping has not stopped by yet so I put a call into the front desk and the hostess sounded slightly annoyed and said “I don’t know that they have a certain time they come by but I can send someone up” .... this is where the 1 star rating is warranted: the housekeeper began making the bed and then grabbed the soiled comforter off of the floor and asked if it was “still good” - I said no I would prefer all fresh.... and then she grabbed the pillows that were on the floor as well, pulled their cases off, dropped the pillows on the floor, picked them up and re-cased them and put them back on the bed. There was also a moldy shower mat that I left open on the bathroom floor to see if it would be addressed and it was simply rolled back up and put back in the shower with the mold/mildew untouched. Also, a used drinking glass was taken from the bathroom and placed back on the shelf by the ice bucket as though it were a clean one...train and manage your people, they represent your brand and one bad experience can last a lifetime. I’m sure this is one of those situations where one bad egg spoils the whole bunch but it was a really shocking experience and I’m very...

I have chosen the Hyatt brand over several years. This stay was the worst ever. This facility should not have the Hyatt name attached to it. My daughter and I chose to stay here for a girls shopping getaway. We choose the Hyatt because we normally have great experiences with this brand. This however was not what we got! First off there is no restaurant that is open. Despite the website not stating that it is closed due to covid. The only thing that is mentioned that is closed is the shuttle service. The pantry is also not what we are used to with Hyatt. It was literally a case filled with a few beverages and some pencil holders with candy bars in them. This was upsetting as I had relied on this and did not pack any snacks for us. The pool had no type of controll. There was a roudy family playing football in there and being extremely crazy hitting other people with the ball and making a giant mess. The room itself was gross. The cups had left over coffee in them and also what appeared to be snot on the handle. The bathroom had some type of black mold spot on the ceiling. The room temp was absolutely horrible. The heater would not heat past 76 despite me having it set as high as it would go. The beds are 12 inches from the window making for a very cold night. The furnace in the room looked like it was taken apart as it was missing screws and was bowed out. Every time it came on it would rattle making sleeping not only cold but annoying. The beds are advertised as a king room but the bed we planned on sharing was so small and also hard. Trash was left out in the hall as well by other guests that was still there the next day when we woke up. Staying here was not worth the money and if ever in the area I will not choose this facility again.It really made me lose confidence in the Hyatt name. Trip ruined partially by a...

Putrid smell in room upon check-in. Given a new room, smell lingered in hallway. Questions and concerns about it were dismissed. On day 2 of our stay, we asked if we could pay with a different card from day 1. We were told that was fine. Upon checkout, the front desk was having trouble pushing through the payment from "pre-authorization" to "posted." Side note: never pay with cards that have more than the necessary cost of the room available, because we have been overcharged in the past. The manager was pulled out of a meeting to look into it and after some time, became extremely frustrated. Showed her the funds in the account and that they had been pre-auth'ed - she admitted it was an error on their end somehow - but still blamed us for causing her difficulty. She wanted us to put down a second $200 payment for the room and wait 10 days to be refunded. In her words, she "has a boss to answer to." We refused. She said she would attempt to process the payment again in two days and if she couldn't, that she would give up but ban us from the hotel. All due to an error on THEIR part. In the past, this hotel, this manager, even, has been extremely accommodating and understanding. We have always paid for our rooms with no trouble and left them in the condition we found them. Today, she threw those past accomodations in our faces (she had previously waived the incidentals fee on another stay) and said that due to "a pattern" she encouraged us to find other accomodations in the future. This was our third stay here. During our first stay, our daughter got a UTI from their pool. They handled it so well we returned. Now we are disappointed to have given them...