Bruce Holidays from £712

This is a cute and quirky little hotel. It’s unique and fun decor is a nice change from usual hotel decor. The staff was very friendly and helpful. The lobby was clean and quiet. Our room ( 120) could have been a little cleaner and needed some maintenance ( the bathroom baseboard was missing and the flooring in the room was loose and taped. The beds were comfy and the shower pressure was amazing- although the shower is small and may not be comfortable for a larger framed person. It was a fine hotel for a one night stay just passing through and the price was great.

Unfortunately, my experience at this Hyatt was extremely disappointing. I expected much better customer service from the Hyatt brand. During check-in, we were given incorrect pricing that would have resulted in us paying over $200 more than expected. The parking fees were also not clearly explained, which created even more confusion. However, the most upsetting part was the treatment we received from the front-desk employee. She was rude, dismissive, and hostile while we were simply trying to understand the charges. When I told her that I planned to report the interaction, she responded that she did not care and told me to go right ahead because there were cameras. I found that response extremely unprofessional and unacceptable. I also brought my concerns to management, hoping the situation would be handled appropriately, but I still felt as though my concerns were dismissed and not taken seriously. Mistakes can happen, but how you treat a guest while resolving those mistakes matters. Instead of feeling welcomed, we were left frustrated, uncomfortable, and disappointed. I sincerely hope Hyatt reviews the camera footage from our check-in and addresses this situation. This was absolutely not the experience I expected from Hyatt.

Clean rooms. Comfortable stay. Quiet. Pillows were great.