Hyatt House Augusta Downtown

We came from out of state to visit family nearby, but our first stay at a Hyatt property left a poor impression. We’ve usually stayed with Hilton and are unlikely to switch after this. The room didn’t feel ADA compliant for me as a handicapped guest. The corridors seemed narrow compared with the spacious ADA rooms at Hilton, and the only accessible feature I noticed was a detachable shower/tub seat left on the bathroom floor. The heavy sliding barn doors often stuck, so I couldn’t open them easily on my own. Our first room had stains throughout, no blackout curtains, and thick, stuffy air that aggravated my chronic allergy rhinitis and sinusitis. My throat became swollen and congested. There were blood stains on the white sheets and badly repaired patches on the walls. The hotel didn’t seem busy and there was plenty of garage parking, but several departments seemed to be struggling. It took almost 12 hours, after a full day trying to get these problems resolved, before we were offered another room. I can only assume clean rooms weren’t readily available. The new room smelled overwhelmingly of cleaning products. Its tiled kitchen floor was slippery, probably from too much chemical cleaner, and had a visible greasy film. At least the sheets and towels were clean, and we were grateful for that. Staff friendliness was lacking when we arrived and through most of the stay. Our best encounter was Sunday morning at checkout, when the kitchen team and front desk clerk were welcoming. Breakfast was standard hotel fare, neither good nor bad. For a place that presents itself as upscale, this was a real disappointment. The staff didn’t seem happy, which I think may come from exhaustion in a poorly run environment. To me, it points to problems with leadership and outside influences. The owners should stay incognito as ordinary guests and see it for themselves. I won’t return without a major overhaul of service and standards. Guests are paying far too much for what’s offered now.