The property has a policy of not cleaning the rooms daily if a guest is staying multiple days. But they did not advise me of this policy at check-in. When I came back in the evening the second day the room was not serviced. I asked the front desk and why, and for the first time, they mentioned this policy but said that if I want they will clean my room now every subsequent day. On the third day, I reminded them about clearing the room again before I left for the day. I came back and the room was still not closed. I asked again and the same answer, They gave me the number of the General Manager and I called him. Mike Berry made up a story about not being informed of this. Interestingly, every front desk employee I spoke to apologized right away and said they will fix the problem but they did not. It appears the official policy is to apologize and pacify the guest and then do nothing. The property is run down and it very clear it does not meet Hayatt's high standards. One wonders if the franchisee is being given more levay to make a ton of profits by cutting the services for some special reason by the fanchisor. But the guests are the ones suffering. I know the standard resonone of COVID-19 related safety measures, but I don't see how it applies to my case.
star Jay Malik
Really quiet place breakfast items decent until you can get more the bed was clean but overall the bathroom and living room space could have been cleaned better
starstarstar Stephanie Johnson
This is the second time we stayed here! My wife and I have enjoyed it both times. My wife found the mattress exceedingly comfortable and slept fantastic! As a 240 lb. guy I tend to sink into mattresses more and this one was not as plush to me, but still comfortable, and not hot like full memory foam mattresses. The room layout is very inviting, and relaxing, it would be great for extended stays and probably ideal for families because of the divider and couch layout as well as an additional wet-bar style sink and fridge (For kids cups, bottles, etc.). I felt like we paid a luxury level price but it is not a luxury hotel. I think the high price likely has to do with the proximity to all the fantastic things to do in Short Pump so you pay for comfort, and convenience, and that's not a bad thing!
starstarstarstarstar Darren Wheelock
Room was clean. Beds were too small and breakfast was nearly nonexistent. A few muffins, but nothing hot and often empty. I mean, there was a picture of bacon on the booking site. Not cool. Staff was just okay. I was told my key would let me in the side door. It didn't, but the door to the stairs was unlock. Our stay was fine, but too expensive for what we got.
starstar James Brock
Would not stay here again, nothing was good about the hotel. No hospitality whatsoever. The only redeeming factor was the location but there were plenty other hotel options in the area
When I booked the website gave me an option to select crib under special requests but when I got there the staff was rude when I mentioned it and they brushed off the conversation entirely just saying they didn't have cribs. I didn't even get an apology or any sort of acknowledgement or attempt to help remedy our situation, this was a major pain because we brought our 1 year old and expected him to have a crib since it was an option on their website. Like I didn't type in my request, it was an option for me to check directly from the website. We got in late the first night so we had to make due with what we brought so I called the front desk to ask for more pillows at least in case our baby fell of the bed and even that was a pain. Oh and I had to call the front desk from my own phone because our room didn't have one. I asked for 4 but initially they said they only had 1 or 2. Like how do you only have 2 extra pillows in an entire hotel? Eventually I got a whopping 3 extra pillows and the next day we had to purchase a pack and play from the nearby Target. There were no microwaves in the rooms and ice machines in only 2 out of the 6 floors. Despite the rooms being a big size there was a tiny closet and only 2 drawers for storage. When staying for multiple days I like to unpack but with the lack of storage everything ended up getting piled on the couch. The sink was detached from the toilet and shower which is fine but it's in an open carpeted area, combined with the toilet and shower already being so cramped there's no privacy to change if you have a lot of guests in the same room. The continental breakfast lacked. The only options were some fruit, yogurt, cereal, danishes, and oatmeal. No bagels or toast. They had milk and juice but when I asked for water they said I had to go to the fitness center to get some. The TV in my brother's room was terrible, static and unclear picture which was annoying while trying to watch the NBA playoffs at night. I'm sure I'm forgetting some other things but again, terrible service and no hospitality that you would expect from a hotel. I also overheard another guest complaining to the front desk because their room wasn't ready at check in
star Randeep Malhi
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