Had a very poor customer service experience at this Hyatt in City Park by the Charlotte airport.

Went on air travel starting at 4:30 in the morning. By the end of the day, close to 11:00 PM, I was stuck in Charlotte due to weather delays, missed flight connections, etc. Was tired, quite exhausted, but got a room at this Hyatt for a few hours of sleep and a meal. Had nothing on me but my laptop briefcase when I checked in. Was optimistic about the rest of the night as I am familiar with Hyatt properties and service and they generally impress.

However, one employee turned out to be fairly rude. While other staff were responsive, this person was routinely hostile. As I had no travel articles, I asked and received toothpaste from one employee after checking in. This other employee, seeing this interaction, approached me and confronted me about asking for toothpaste, and demanded to know if I was a guest at the hotel (perhaps there have been some toothpaste thefts in the area). Evidently, he likes to keep tight control of the toothpaste situation.

The following morning, between 4-5 AM when I get ready to depart, this same person is on duty. I did not receive a check-out receipt under the door to expedite my departure. When I went to the lobby to obtain a receipt (to later settle my business travel), this employee was trying to deal with three ladies who were requesting a copy of a bill--as they seemed to have a problem with its settlement. I tried to use the self-checkout kiosks in the lobby but these would not process my check-out. Several other customers in the lobby were having difficulty checking out. My cab to the airport, which I arranged for the night before, left without me, as did additional cabs thereafter with harried guests rushing to get cabs. I went back to the lobby desk to wait my turn while this clerk complained to the three ladies that his Xerox machine did not work. Then, suddenly, he turns to me and says he will attend to me shortly. I say that's ok as my taxi has just left, I can wait--no offense intended, and this character explodes and screams in front of about ten people: "I DIDN'T DO THIS TO YOU!!" I ask his name and he tells me to deal with his manager.

I just leave, contact Hyatt corporate later in the day and explain that this particular hotel has a subordinate who seems preoccupied about toothpaste conspiracies and the challenge of multi-tasking. I add that the overall check-out procedures at this hotel are inept, quite incompetent actually, and otherwise ruined my stay.

So, I suggest to readers that if you stay at this hotel, be prepared for verbal abuse, pathological suspiciousness, and overt hatred of the job by some staff with a blatant lack of professionalism to highlight the miserable attitude. Also, don't brush your teeth while you're there, if they get too shiny you may be singled out for additional harrassment. Flossing might be ok.

Just completed a stay here at a rate of $169/night. This is NOT a full service hotel and it is still under construction. (note the building permits on the entry door) I would stay away from this place for a few more months until they figure out how to run it as a Hyatt Place. The hotel is being converted from an Amerisuites and the staff (with the exception of Managment who do appear know what is going on) really is out of the loop and overwealmed.

Pros:

Rooms - Beautiful 42" TV in the living room with HD channels and lots of space. Comfortable mattress. Rooms are newly renovated.

Lobby - Nice contemporary feel - also newly remodeled. Great concept.

Cons:

Bathrooms - They put a $2,500 TV in the room along with custom headboard and built in dresser/sink combination but neglected to fully remodel the bathroom (the wallpaper was the only thing that appeared clean and new) - plastic surround and poor lighting in a cramped space with dirty tile on the floor - really skeevie to me. The Bathroom is Motel 6 and the Room is nicer than most full service Hyatts - it's just weird.

Remodel Issues: The keys to our room had to be remade 4 times. Each time one of the keys would work the first time, then each subsequent time we tried to use them, we had to take a trip back downstairs - they appeared to have a life of 10 minutes (and we stayed away from magnets, etc.). I assume this is related to construction.

Additionally the right elevator was not working properly and I was stuck in it for several minutes until it returned to the lobby. This made getting our keys remade even more challenging..

The self check in computer also didn't seem to work properly so they are working out bugs there as well.

Service: One employee told us the restaraunt would open for hot breakfast and explained the menu - however, the following day it was closed for employee training

They ran out of coffee and the cold foods they did have out. Granted it was free so I shouldn't complain. You can tell there is lack of communications between managment and the staff as the staff isn't equipped to answer questions or deal with situations that may arrise.

The design of the lobby requires the person on the front desk to also operate the food service so it leads to service issues.

Both of our rooms never got the requested wake up calls.

Staff seemed overwealmed and were not able to answer the ringing phones.

One staff member was perplexed by a request for a taxi.

Bottom line is that the hotel is in the midst of a remodel and not everything is up and running. It would have been ok at a rate of say $110 per night or so but I wouldn't pay much more. Don't expect a full service hotel either - it's more like a remodeled Amerisuites. If you love a big plasma TV though and nothing else matters - this is your place!

My husband, my 2 yr old and I stayed here last weekend for two nights and it was nice. The oversized grand bed was a king (we are used to a california king) but it was comfortable. The 42'' plasma was a treat. The bathroom is a little small, but I guess, you get it back in floor space. There was construction, but it did not affect us in any way. They even allowed us a late checkout @ 2pm. Can't wait to go back to see the finished hotel.

Stayed here for 3 nights on business. Hotel is in the process of becoming a Hyatt Plaza property. Breakfast was included and very good. Dinning was limited due to construction. Staff was friendly and helpful.

King size bed was comfortable. 42" plasma TV and free Internet worked fine.