I cannot express how upset and uncomfortable I am with this hotel. This was NOT my first time staying at a Hyatt Place Hotel which is why this event was very displeasing. So before I get into the negative, let me be fair and show them the courteous they did NOT show us.
The hotel is very nice and the grounds are very well kept. The Hotel is modern and very stylish. The room decor and amenities were excellent and very chic. The pool is a bit small but was clean and had plenty of seating and towels available. They have a 24/7 cafe and a free buffet breakfast available. They also have a nice gym and business center. The hotel is nestled in a quiet part of town and is also close to Legoland.
With all of that being said let me advise you that they have the WORST customer service that unfortunately out shined their beautiful hotel. I booked my 3 day stay (4/3/13 -4/6/13) through Expedia.com. Upon my arrival I was greeted by Kevin at the front desk. He confirmed my stay and gave me our room key. To my surprise he sent us to a room with ONE King bed, I booked for two queen beds and had the confirmation to prove that. I called down to the front desk to bring the mistake to their attention and was basically told by Kevin, that they see that my reservation is for a double queen room but they do NOT guarantee room types and are totally booked for my entire stay and cannot accommodate our request but we have the right to stay elsewhere if we liked. WHAT!!!!
I called expedia.com and they tried to work with Hyatt Place to be accommodated for what we paid for and was advised by Kevin that they cannot but their is a sofa bed in the room that we could use. Kevin never advised me that there was a bed in the sofa. The sofa bed was equivalent to that of a thin cot and it is a sofa bed I paid for a real bed! Expedia did try to get us a room elsewhere but they available rooms were too far from our events.
After I hung up I noticed a cleaning cart down the hall from our room. What do you know, it was a double queen room. I asked the cleaning staff if this was a check out or check in clean. The employee advised it was a check out. I went to ask the front desk about the available room and Kevin did not assist me he was having small talk with someone else and I guess he had done all he could for me today. Another young man did try to help me and Kevin intervened and advised the room in question "has clearly been checked into". I later found out from the actual guest of that room that they DID check in after us. I saw this happen again on Thursday.
When I checked out the young lady at the front desk advised that they do not have control over third party reservations and to book through the hotel next time. Why would a hotel knowingly take a reservation, third party or not, if they have no intention of accommodating? You are running a business not a lottery. Guest should NOT have to cross their fingers and hope they get what they paid for. It was a nuisance lugging that fold up cot in and out. I tried to get over it and enjoy our vacation.
Very uncomfortable stay. We felt unwanted and lie to. This hotel takes care of direct reservations and give whatever is left to consumers that use travel sites be it what they asked for or not!
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