I booked this hotel through hotel.com, paid in full for a King bed room. When I checked in at 7 pm, the staff at the counter told me that all king rooms were sold out. I showed her the voucher and said that it was not what I booked for. She said she could give me a room with two queen beds. I was puzzled and asked,"But I paid in full for a king room". She said,"but all the king rooms were sold out. I could give you a queen room with two beds". Then, she stared at me silently with a "take it or leave" attitude. Yes, I know there was nothing she could do if she sold my king room to another customer for whatever reason. She, however, could have apologized for the mistake of the hotel or said something nice to comfort me. I have stayed in over 100 hotels in my life. This was the rudest customer representative I have ever encountered. I have also stayed in the Hyatt Place Hotel in three other major U.S. cities; I have never had such a bad experience.
So I got my queen room reluctantly. When I opened the door, there was a strong smell of some herbal air freshener. My friend coughed for seconds right away. Then we picked up the coffee maker, and it was full of stains (photo attached). The bed was noisy -- even when climbing onto the bed, we could hear the noise of the springs in the mattress and the noise of the springbox. Later in the night, we heard the headboard of the room next door hitting against the wall for like 20 minutes. Yes, the room was spacious and looked clean. But really, the devil was in the details.
The breakfast had a good variety of food choices, which was very good. Location wise, it was located right next to a plaza and about 15-minute walk from the major shopping mall, the City Creek Center. However, I would not return because of its breakfast and location, given this poor experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.