I have visited Naples a few times for business and pleasure. We usually stay at the Doubletree and really like it there but we discovered coconut point mall and really wanted to check out this Hyatt since it would put us right by the mall and help me benefit from my Hyatt Rewards Program. I'm glad that I checked out this hotel while I was on business by myself before bringing my family. In the future, we will return to the Doubletree and drive to the mall to shop/play.
This hotel is in a great location next to shopping and resturants. It is in the ideal location. The drive to Naples should only be about 20 minutes but with traffic it takes about 45. It would be worth it for the shopping, if only it were a better hotel.
I must say that the management is excellent at this hotel. I will share my situation below but before that I would like to say that management did acknowlege the issue, apologize, give insight as to what happened, and awarded me enough points for a free night stay. She did everything in her power to rectify the situation and assure me that my experience was not typical at her hotel. I do believe her and think that it was an isolated incident on this particular day in time. I wouldn't suggest that people should avoid the hotel based on this review but I do believe that I should share it just in case.
I checked into the hotel in the evening after driving quite a long way (about 4 hours). They didn't seem to have the right room for me (king bed, lower floor) that I had reserved. Since I am a Hyatt Platinum member, they are suppose to have the preference guaranteed. Not a big deal though. I go into my room and find hair (many strands in the bed) so I go to the front desk and get another room. When I enter this room.... the same thing..... many little hairs all over the bed... SO i call the front desk again. They send a manager down with new keys and we go together to a 3rd room. We find hair and what looks like a fresh blood stain on the sheets..... on to a 4th room. It is on the first floor with 2 double beds. One of the beds appeared to be hair free so I kept that one. After a long day of travel and needing to find somewhere to eat, I was exhausted. I missed my evening show on tv. It wasn't the greatest evening..... I can understand having an issue in one room but I had to go to 4 rooms just to find one that didn't have someone else's hair in the bed. We aren't talking one little strand, we're talking about beds that looked like they just straighted the sheets in between guests (not fresh sheets).
The next day, the GM met with me and explained that the housekeeper on that floor was basically written up and that this was not how their hotel is run. She seemed like a woman that was "on her game" so I assume that this is true. We all have issues in business where an employee simply drops the ball. The GM seems truly apologetic and embarrased by the events.
Other than that, the property seemed new and nice. I think that once the GM handles the issue with this one empoloyee, all will run smoothly with this hotel.
The mall next door does have a covered outdoor play area and is a lot of fun to visit.
Make sure to pull down the sheets and check your bed once you check in just to make sure.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.