We booked and paid for a 2-bedroom condo suite with king beds in November 2024 for a January 2025 stay. Unfortunately, upon check-in, we were informed that the hotel had overbooked and prioritized Hyatt members over bookings made through third-party companies. As a result, we were given two separate rooms on different floors and told our original booking might be available by noon the next day.
The following day, we received a call to switch to the room we originally booked. However, upon returning to make the switch, the key card for the second room had been deactivated. This led to several frustrating trips to the front desk for assistance. Ultimately, maintenance had to unlock the room because none of the reprogrammed key cards worked. We were told this issue occurred because someone had checked the room out at 8 a.m. that morning in their system.
While staying in all three rooms, we encountered some minor but notable inconveniences:
The heater in each room blew cold air instead of warm.
One of the initial rooms was missing towels.
The hot water took over 15 minutes to heat up, leaving us with lukewarm water most of the time.
On a positive note, the hotel was clean, and the staff were friendly and professional despite the logistical challenges. However, these issues, including the overbooking and room-switching mishaps, put a strain on what was supposed to be a smooth and preplanned trip.
While I might consider this hotel again, it would likely be a last-resort.