Complaint

[Domo]

Not good.

re. Hyatt Regency Orlando, previously the old Peabody.

I arrived at the hotel at around 9PM to be told that my room still wasn't ready. I was offered a lesser room at no discount. I opted to wait in the bar for the room to become available.

An hour later I was informed the room was ready. I made my way up and was appalled. The toilet was blocked up. There was spittle on the bathroom mirror. There was a half empty packet of peanuts on the counter to which I was allergic (thank goodness I didn't touch them). There was rubbish on the desk. The bed was unmade. And so on.

I feel that sporting the Hyatt banner the room should have been in a better state.

Not good.

 

[Woodview]

I could understand your upset if it was 9 or 10 AM BUT at 9 or 10 PM

that is wrong ............. what was Housekeeping doing all day

 

[MamaBelle4]

That's gross. Did they correct the situation?

 

[firefly_ris]

Eww, that stinks. I stayed there with my family when it was The Peabody back in 1991. I remember it being quite stately at the time.

 

[MrKnight]

Not to rain on your parade, but I work in the hotel industry and it sounds to me like there must be more to the story, for a room not to be ready at 9pm seems very odd and leads me to believe there has to be a back-story that was not told, did you request a specific room location that maybe wasn't available (this is a common reason for having to wait longer than normal for a specific room)? was there any kind of mix-up with your reservation? did they have difficulty finding your reservation when you arrived? how did you book??

With that said, I would recommend filing a complaint with corporate Hyatt as I am not sure how posting your complaint on this forum is beneficial..

 

[MamaBelle4]

With that said, I would recommend filing a complaint with corporate Hyatt as I am not sure how posting your complaint on this forum is beneficial

For the amount of people who use these boards to decide where to stay off site, reviews like this are tremendously beneficial.

 

[bankr63]

For the amount of people who use these boards to decide where to stay off site, reviews like this are tremendously beneficial.

Actually, probably not. Any hotel, however good, will have occasional incidents. Much better to go to review site so you can determine if complaints are common and consistent. Even reading about locations on tripadvisor, I always keep in mind that people are more likely to review when something goes wrong, then when something goes right. But when you see a consistent theme of the same complaint over and over, that is a good indicator of quality.

OP - what was the second room they sent you to like? Was this consistent through both rooms? Is it possible that someone got confused and sent you to a room that had not actually been attended to yet, or worse, was still occupied? Not uncommon to see complaints of desk clerks mixing up room inventory and sending people to the wrong room.

 

[Domo]

I could understand your upset if it was 9 or 10 AM BUT at 9 or 10 PM

that is wrong ............. what was Housekeeping doing all day

Eating peanuts on my fecking bed!

 

[Domo]

That's gross. Did they correct the situation?

After another 30 minutes they sent up a maid and she fixed it. Still annoyed.

 

[Domo]

Not to rain on your parade, but I work in the hotel industry and it sounds to me like there must be more to the story, for a room not to be ready at 9pm seems very odd and leads me to believe there has to be a back-story that was not told, did you request a specific room location that maybe wasn't available (this is a common reason for having to wait longer than normal for a specific room)? was there any kind of mix-up with your reservation? did they have difficulty finding your reservation when you arrived? how did you book??

With that said, I would recommend filing a complaint with corporate Hyatt as I am not sure how posting your complaint on this forum is beneficial..

I asked for a king room but they had none. Didn't care where it was, as long as I could have rested my weary head! That's all I know. I've complained and am now waiting to hear back.

 

[robinb]

That is terrible! Have they compensated you? They really should for wasting an hour of your time and assigning you a dirty room.

 

[Domo]

That is terrible! Have they compensated you? They really should for wasting an hour of your time and assigning you a dirty room.

No response yet and it's a day on.

Thing is, had I touched those nuts, I could have been in a bad way. It's not on.

It's a pity, as I always stay there and they are usually very good.

 

[shocker]

Eww, that stinks. I stayed there with my family when it was The Peabody back in 1991. I remember it being quite stately at the time.

In general, when a hotel re-brands it does not move UP the food chain. Soon it will not be a Hyatt.

The only one's I've seen successfully move up the food chain were torn down to the exterior shell.

 

[MrKnight]

In general, when a hotel re-brands it does not move UP the food chain. Soon it will not be a Hyatt.

The only one's I've seen successfully move up the food chain were torn down to the exterior shell.

This is true.. This building was once a much better hotel when it was a Peabody, it actually used to be one of the top hotels in Orlando and was famous for it's duck parade in the lobby.. Competition is so fierce now on I-drive that it seems that the Hyatt is falling behind..

 

[WaterLinds]

Is this the Hyatt by the convention center? DH is headed to a conference there (at the Hyatt itself) next year and we were considering staying there for that part of our trip. I haven't done much reading about it yet and will of course look for more reviews, but it's disappointing to hear people say it's going downhill.

OP, I hope your stay is improving, what a lousy way to start off.

 

[Domo]

The hotel just got back to me.

They can't offer me a refund, as I booked via a third party. However, they will offer me two free nights free with an upgrade to a suite.

And the all important apology.

I'm happy with that.

 

[dennise]

I wonder if the third party booking had anything to do with the issues. I have found more issues with these type of bookings rather than direct booking. A manager actually asked me why I used third party booking when they offer the same rate. Their rate was actually $40 more.