HYATT house Mt. Laurel

I’m on night three of a six-night stay, and the housekeeping is really poor. It’s not dirty with bugs or anything, just not very clean. Neither TV can connect to streaming services the way it should, and the website’s streaming instructions don’t match the TVs in the rooms. If there’s a QR code with room-specific setup directions, the equipment should actually be up to date. There’s a full kitchen, but the oven won’t close all the way, so I’m cooking with my hip pressed against it. There aren’t any pans or pot holders, either. Honestly, this hotel is kind of gross. I won’t stay here on my next work trip. Do better, Hyatt...

For a two-week work stay, this place was just okay, not good or terrible. The Hyatt name had made me expect something nicer. It depends which room you get: mine was worn out and well used. There was even a wall price list of what you’d be charged if things like towels or irons went missing, which made me wonder if those get stolen often. Most of the staff were friendly, but some came across as unprofessional. When I needed help correcting a hotel billing error, someone literally told me, “I just work here.” At check-in, I called to say I’d arrive after midnight and couldn’t get anyone to pick up. The desk phone just rang while the front desk folks talked to friends on their cell phones on speaker. They said Kevin the manager could fix payment issues. I spoke with him, and he said he’d fix mine but didn’t. After my stay, I called about the tax exemption. He eventually handled it, but refunded a different credit card that wasn’t on my account and hadn’t been used for the room. That will cause problems with my government employer. The staff need better training and more professionalism.

I’m a loyal honors member, but this time I used a third-party app to book a daytime check-in. The young woman at the desk was friendly, but the new owners had decided not to honor reservations made through that app. It wrecked my plans for the day, and I was told I was the fourth person to run into the same problem that day. I politely asked to speak with a manager to see if he could make an accommodation. Kevin gave me a smug little smile and glibly said it was the app’s fault and there was nothing he could do. Not a hint of an apology. He seemed to take satisfaction in the interaction, as if a customer losing out meant he’d won. That’s not how someone in customer service should act. Because of management, this location doesn’t live up to the Hyatt standard.

For a night or two of business nearby, the room is roomy enough and clean. You get what you pay for, and it’s like other hotels in these small East Coast cities. It has the amenities you might need, plus a standard breakfast and a good selection of coffee and tea.