“The hotel staff and the manager Jonathan are very helpful. They help me with changes in my reservation. Great customer service, will definitely stay there again. The room was nice and clean.”

“Unhappy with accommodations and service. Booked a two double bed room with a sofa bed and when I checked in I was informed they were out of rooms with sofa beds, unless I wanted to switch to a king room with a sofa bed. We specifically booked this hotel for the two double and sofa bed so that wouldn’t have worked either. We made do and my son slept on the sofa. The issue was not until the next morning when he tried to shower and the bathroom flooded, seeping water to the carpet outside the room. No one wanted to use the bathroom after that! It turned out to be an accessible room but there was no barrier between the shower or the rest of the bathroom and the ground was level so the water would not go down the drain. I tried to use a towel to get water to drain but it would not work. The worst part was when we checked out I wanted to alert the customer service to this problem but when I started to explain the incident to the agent at the desk and just as I said “I want to alert you to an issue” she immediately knew what I was going to say and before I said anything she said “your bathroom flooded right?” I said yes how’d you know? She said this always happens in the handicapped rooms and then said she does not know why. I said there should at least be a gradient so water can flow to the drain and she agreed there was something wrong and this happens all the time with this room. She did not apologize and instead insisted that it was our “fault” for booking a handicap room!! When I said I actually booked a room with a sofa bed and didn’t get one said sometimes when you book through a 3rd party they get things wrong. I had no problem with getting an accessible room, we stay in them all the time, but they are not supposed to flood! And how insensitive to those that actually need a n accessible room and can only expect a flood in the shower! She did not apologize, was extremely rude, and when we asked for her card refused to provide one. We decided to call the Hyatt’s 800 number and spent an hour on the phone to lodge a complaint hoping they improve and this does not happen to others. Side note: remote did not work and the room was run down in general but I would not have complained had it felt like they tried.”