Hyatt House Atlanta Cobb Galleria

The mattress was the part we couldn't get past. It sagged badly in the middle, and we both woke up with significant back pain. We spent $220 on massages the next day just to function. After staff said our room category was full, we had to stay a second night on that bed and woke up hurting again. I had asked for a quiet room, but we were put facing a major highway. The building is old, with dated TVs, bathrooms, and decor. I tried to manage the noise with earplugs and sleep aids, and was willing to let the dated look go. A hotel still needs to give you a decent place to sleep, though, and this one didn't. The bedding setup was odd too. The supposed blanket was basically a sheet. It took several tries to get extra pillows because of communication problems, and we eventually pieced together something usable from what was brought up. Staff later acknowledged they'd heard mattress complaints before. A manager said the property had recently changed hands and renovations were planned, and that the mattresses hadn't been replaced in 15 years. When I tried to get a resolution, I was passed between people. One manager-level employee hung up on me twice and kept asking if I wanted a room change, apparently unaware of the earlier conversations. Maintenance worker Donovan was the only professional throughout this. He confirmed mattresses were being replaced across the property and helped us move. The next mattress was a little better, though still not acceptable. Five staff members and two managers were involved, with no proactive solution. I was willing to handle the noise and overlook the finishes, but not this. Until the renovations are done and management can take concerns without disconnecting calls, I'd stay elsewhere. Donovan deserves credit; the rest of the leadership team could learn from him.