Hyatt Place West Palm Beach/Downtown — Hotel in West Palm Beach

My stay at this hotel in a few words was just: terrible, horrible, I would never stay here again, and it made me lose interest in trying another Hyatt Place.

I’m a front desk agent at Hyatt, and it was difficult for me to write a review against other agents, but the customer service at this hotel was so poor that I have to do it.

The customer service is not Hyatt quality. As a Hyatt agent, we always make sure to provide the best possible service and the best experience for our guests, but the customer service at this hotel gave me the complete opposite. I didn’t even stay the night here; I checked out the same night after returning from a concert. The girl who checked me in on 08/30/2024 around 3 PM did not make me feel welcome at all, and the agents on the same shift were no different. They just kept staring and they didn’t even say “hello” or “welcome,” just looking at me while chatting among themselves.

I called the front desk a week before my stay and spoke to Dorothy. She was extremely kind and provided exceptional customer service. She informed me that she wouldn’t be available to check me in on the day of my reservation, but she added the usual complimentary late checkout and added notes on the reservation, requesting a nice room on one of the upper floors, as she checked the occupancy and noticed the hotel wasn’t full that day.

On the day of check-in, I spoke through the Hyatt chat with the agents on duty, informing them of the information Dorothy had promised me. However, I was assigned the worst room possible on the worst floor possible: ROOM 101! The agent didn’t express very kindly and denied my request to change my room to a higher floor (I felt extremely uncomfortable with that room).

I’m going to list below what made this stay terrible:

When I arrived at the hotel, the girl I mentioned earlier didn’t greet me in a friendly way at all during check-in; I asked if the room was on the lobby floor, and she responded “mmmhm” without offering any alternative options. I informed her that I felt uncomfortable staying in the first room next to the lobby as I had never done so before and mentioned the information Dorothy had promised. She proceeded to move me just one floor higher and gave me a room really far from the elevator, with a parking lot view and constant construction noise! She didn’t provide any information about the hotel either.

The restaurant service and food was TERRIBLE. My boyfriend waited an hour for a side of fries. He had to ask the bartender about them, and she said she forgot about it. The menu had their unique “parmesan fries”, but they were just some store-bought fries with a minimal amount of shredded parmesan on top. They didn’t even have salt. The food was terrible, and having only one person managing both the bar and restaurant is unacceptable.

The hotel is very old. I can see they tried their best to renovate it, but the hallways lack of light, they are way too dark. The rooms also need more lighting and should improve the light switches a bit. The bed is comfortable, but the space you enter to the other side of the bed is so tiny that it doesn’t make the room comfortable.

The water pressure was EXTREMELY HIGH. I’ve never had such a bad shower experience; it was a nightmare. The water was so strong that it hurt.

THE LOBBY HAS NO MUSIC AT ALL! The atmosphere is depressing, with just two TVs showing the news on different channels.

The lobby smelled clean, but it was an overwhelming smell of cleanliness. It didn’t feel cozy.

In summary, my experience at this hotel was horrible, and I checked out the same night because I couldn’t stay under...

Maybe the worst hotel experience to date. Check in was a nightmare. My room was paid in advance but their computer told them otherwise. It took a bunch of phone calls (by me) and at least an hour to straighten things out. I was supposed to have a king bed but they gave me two queen beds. The room is set up so weird - one TV shared by the seating area and bed area so your view from neither is any good and you can't see the TV at all from the desk. The light switches are all push button with the labels worn off so it's "light roulette." The couch didn't have any pillows so was just that much more uncomfortable. The room was clean and well-kept so kudos to housekeeping. The local tuner cars use the area for a drag strip at night so that's fun to listen to. I just ate at their cafe and out of the four people who ordered, not one of us received the correct order. I ordered a cheeseburger with jalapenos and mushrooms, hold the lettuce and tomato, and a side salad and bottled water. Asked for a glass for the water and it had a big smear of something unknown on it - it was well over 10 minutes before I got a clean glass. When food arrived it was a burger and bowl of chips. They informed me they were out of mushrooms but it didn't really matter because they forgot the jalapenos. Told them I ordered a side salad, not chips. They bring me a bowl of lettuce... just lettuce. No dressing or fork. I told them it was a pretty sorry looking salad. "Oh! We thought you wanted lettuce for your burger." Much later the cook brings me a proper salad... with no dressing or fork. I ask for dressing and a fork and the guy finds me a packet of balsamic then proceeded to put it on the back counter as he waddles off to help someone else! By engaging no less than three employees I was able to get both dressing and fork and I am pretty sure it was a random maintenance guy who scored me the fork (BTW that guy had wonderful customer service skills! At least somebody did.) The burger was really good! Do you think maybe they could have offered to reduce the price? If you thought "yes," you would be wrong. Super-over-friendly staff does not equal competent or well trained staff. I could only recommend this hotel if you have a curious and masochistic bend you need to feed. I will be coming back to West Palm. I won't be coming back to Hyatt.

Update: The below reply is false in every aspect. The travel agency submitted everything properly, Hyatt failed to do their part. I have also not been contacted by anyone from the hotel. Fail....

Arrived for a 3 night stay early January. We checked in online on the Hyatt app at 11am as we were leaving home and room was already ready. Check in was smooth enough and breakfast explained to us. The lobby is bright, airy and I personally love the blue and white theme throughout .

Location is great, walkable to restaurants and waterfront, but of course there is a lot of traffic noise, sirens etc.

Upon arrival at our room, I did feel like we had upset someone as it seemed we had one of the worst rooms in the hotel. We were facing the back of the building with a view of the parking lot and the first room next to the ice machine and it seems like there may be a mechanical room behind that for the elevator bank. Every half an hour or so it would sound like a 747 was taking off for a few minutes then stop. There’s very little to no soundproofing and you can hear people in the corridor and of course the ice machine. We did call to ask to move rooms but were told the one room available was a first floor one and I thought with the traffic that would potentially be even worse. AC units are old fashioned in wall ones and are also very noisy.

Bed was comfy although we did have to ask for extra pillows but they were brought promptly, unlike the towels a couple days later I had to ask 3 times over a period of 2 hours for.

Room was clean, and well planned out although a little small, with a mini fridge, large TV and separate storage and drinks area. If you are sleeping by the window, the space at the end of the bed to get round is a only about a foot if that so you are shuffling sideways to get in to bed or climb over the top!

The breakfast is adequate, the usual fayre, limited but sufficient. The seating area is small though and was often full. You need to bus your own table when you’ve finished which is fine but I wish they wiped the tables down in between guests.

Parking is undercover at street level and some levels above. It’s expensive, but it’s a downtown location, with ample disabled parking right next to the lobby entrance. Be ready to look for the entrance, with the one way system it’s easy to drive past!

Overall a just OK stay aside from the sleep quality due to room location. If you are WOH members, we do have status but no benefits from it at...