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| - As a Hyatt Honors member, we decided to give the Hyatt Place another try. The location is great, so we booked a weeks stay at the Hyatt Place. The front desk staff was not overly friendly, unlike what we experienced last year. When we got to our room and started to unpack we realized that there were only three hangers in the closet. I called the front desk and asked for additional hanger. I was told by the front desk that they would "do their best" to get additional hangers. I told him that was not acceptable and he told me he would call me back. After a while, not hearing from the front desk, I called back and was told they were still working on it. I asked to speak to a manager and she told me that they were "looking for some". Bottom line----45 minutes later they were able to find a few extra hangers.
Seriously----shouldn't a hotel have a few extra hangers on hand at all times?
Ok... that problem was solved, so we were expecting this to be a one-time diversion.
Unfortunately, we were sadly disappointed. The breakfast the next morning was terrible. Food was empty and there seemed to be no attempt to refill missing items. Table were left with prior diners dishes and most notably, every employee we encountered that morning NEVER greeted us (or any other guests). It appeared that everyone on staff was simply putting in time and had no desire to create a positive guest experience.
Later that day we arrived back at the hotel and when we walked in there were three employees at the front desk talking to each other. NONE of them took the few seconds to acknowledge our presence with a simple "hello" or "welcome back". Two times during our stay I passed the manager in the hallways coming out of an office and all he did was glare straight ahead----never saying hello to us or any other guests.
The hotel is also showing some disrepair.. The entrance by the garage had "wet paint" signs on the wall during our stay and it appeared that there was no ongoing work taking place. Carpeting in the room and the corner sofa upholstery were in sad shape; both needing a good cleaning or replacement. Otherwise, the room was clean. The bed was comfortable.
After two days, we decided that we were paying a premium price for less than budget motel service by a staff that is clearly not into their jobs. We booked a different hotel and informed the front desk that we would be checking out. We are now staying at a great hotel, with friendly staff at half the cost we were paying at the Hyatt Place.
We were very disappointed in our stay. There are plenty of lodging options in Madison and I am sure that this property will see a decline in returning guests with the evident lack of concern for the guest experience that we experienced.
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