Hyatt Place Santa Cruz

Great customer service

Nice place to stay

I checked in to this hotel for maybe an hour tops before I started to have an allergic reaction which required me to go to the hospital. At no point did I use any of the items in the room. I dropped my belongings off before contacting my doctor. I stopped by the front desk to let them know the situation the front desk agent said they couldn’t check me out and I inquired if I would still be charged. He then called for the manager who said he had to “check the back” to see what “they” do for this. At that point I needed to get to a Hosptial and didn’t have time to wait. At no point did anyone offer me any assistance or show any urgency or empathy. When I called the next day every person I spoke to including the general manager met me with indifference and made it seem as if I was being an inconvenience to them. They will not refund me due to being on a friends and family rate I never stayed in the room due to having an emergency. I work in hospitality, and in fact used to work for Hyatt. The way the staff showed little concern does not match the standard I was taught when I worked for the company. I know their goal is to exceed expectations and treat guest with genuine care a standard that seems to be missing here. My overall disappointment and frustration is with the way the situation was handled, and the lack of care from everyone I encountered. I hope this is a learning opportunity for everyone involved.

Staff were nice. The tub was slow to drain. Received immediate assistance when it was reported; however, the problem continued.

Very nice and helpful staff. Great free breakfast.