Hyatt House Anaheim, check your room descriptions

[gottalovepluto]

Summary: a fam of 5 booked a room with 2 queens and a sofa bed and a full kitchen at Hyatt House Anaheim. They got 2 queens, half a sofa and a mini fridge with a microwave. Apparently the website descriptions and photos of at least one type of room (handicap accessible studio) have been inaccurate for over a year according to the manager- but was recently updated after this blogger's issues. I'm posting their story just in case someone has booked a room there and needs to double check that they are going to receive what they booked. https://milesforfamily.com/2017/08/08/that-not-sofa-bed-hyatt-house-at-anaheim-resort-review/

 

[Linkura]

That's terrible. We're booked there next month but it's just DH and me, so it's not a concern for us. Definitely something families need to be aware of, though! Thanks for posting it.

 

[Luv Bunnies]

I had that same room type booked for our trip in November, but I cancelled it in favor of Homewood Suites down the street. My family can no longer use a room with two queen beds. We have two tall adult boys who need their own beds. I usually look for two queens and a sofa sleeper.

It's actually really sad that a large company would knowingly advertise wrong information, and not change it until someone complains.

 

[Kender]

Woah. I'd have been furious if that happened to me. I'd like to believe I'd have pushed the issue to be resolved (even just moving me to a different hotel with comparable amenities to what I booked), but I also know sometimes you just need to sleep before you can deal with an issue like that.

None of the Hyatt properties near DLR are really on my radar since I travel with my cat, but that's enough to make me tell friends to be aware of what they booked and make sure that's what they get. And that's really true for any hotel.

La Quinta in Costa Mesa had a plumbing issue in the room I booked (one of the suites) over Thanksgiving week 2015. Since they have such few suites at that location, they immediately rebooked me to the Anaheim LQ. I was still driving when I got that call. They comped my parking at the Anaheim location and, of course, let me maintain my significantly cheaper rate. Plus I was given a huge basket of snacks and drinks as an added apology for the inconvenience. Just moving me to a comparable room (even if it was in a different hotel) was all that was really necessary, but that's what Hyatt should have done for this family. It shouldn't have taken until towards the end of the stay to see any sort of resolution. Especially considering they've known the room was listed incorrectly on the site. They should have been proactive and contacted the family.

 

[StarlitNight05]

How frustrating. I can't believe they tried to tell the family to use foot stools to form a makeshift bed with the chaise lounge! We are staying one night at Hyatt House on our arriving night (next three nights at GCH). Part of me is wanting to book another room just out of principle. Their customer service seems really out of wack.

 

[gottalovepluto]

How frustrating. I can't believe they tried to tell the family to use foot stools to form a makeshift bed with the chaise lounge! We are staying one night at Hyatt House on our arriving night (next three nights at GCH). Part of me is wanting to book another room just out of principle. Their customer service seems really out of wack.

FWIW I stayed HH back east & quite liked it. I'd probably doublecheck the room description & keep the res if everything still looks right.

(However if they had treated me like that blogger this would have been my gameplan:
1.) Get INSISTENT with that front desk, become that person who occupies them so much they can't service their other guests. And give them an out- request to be moved to another property.
2.) If that didn't work next step would have been calling Hyatt's customer care number and use key phrases such as "un-safe" and "fire-hazard" and "I have pictures I am happy to send you". (They had more people booked into the room than it could safely accommodate.) And I would request again that we be moved to another Hyatt.
3. If they didn't I'd have moved my family myself & gotten a full refund of points & $$$ later (after blowing up their twitter feed with promised vs received pics if necessary).

I understand why the blogger put up with it- tired family, too scared they'd be out all the points/money the spent, & they just wanted to concentrate on DLR. To each their own.

 

[Cal-Pie]

I'm amazed that this blogger was ever able to book a room on points + cash to begin with. I've checked many times and many dates, and the only thing ever found available for reward redemption is a single king den suite for 12,000 points.