John Russ House

The stay was amazing. The room was clean and very nice. The only complaint I would have was the cleaning staff was gathered around when we left. One was hollering at another about something the other didn’t do. That should be in private.

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.