Hyatt Place Cleveland/Lyndhurst/Legacy Village

I first chose this Hyatt Place because I’d been a Hyatt rewards member since 1990 and wanted to earn points when visiting the Cleveland area. The location is handy: there’s a Giant Eagle with a state liquor store inside within walking distance, plus an upscale outdoor mall with shops and restaurants just across the hotel walkway. Heinen's and Whole Foods aren’t walkable, but they’re nearby, with Whole Foods about a five-minute drive away. Heinen's has ready-made sandwiches and other options for dinner. The front desk staff are ALWAYS pleasant, which is especially welcome after a tiring day of travel, layovers, or delays. They’re just as nice when handing over a key if you’ve already checked in on the Hyatt app. My room and bathroom have always been clean, and the beds and pillows are comfy. There’s a good range of TV channels, including HBO and the news channels. The covered parking garage is beside the hotel, about a minute away on foot. It feels safe, close, and well lit to me as a woman, and I’m sure an employee would walk you to your car if you asked. It’s a quiet, clean hotel, and the breakfast buffet is included. There’s coffee and tea, eggs, usually sausage, bagels, fresh fruit, and sometimes pancakes. The breakfast area is kept clean too. I’m not much of a breakfast person, but I like the scrambled eggs with hot sauce. There’s also a free work area with computers, a printer, and a scanner.

The comforter brought after we asked for clean sheets had visible blood stains, and we had to repeatedly request basic things like bar soap and fresh towels while traveling with children. Those supply and cleanliness problems added to an already frustrating stay. Management accused us of smoking because housekeeping noticed a smell. It came from our candle, not cigarettes, but we were charged a $250 smoking fee anyway. The manager said they had personally checked the smell, which simply wasn’t true. My husband offered to let them come into the room and smell for themselves, but the issue was handled badly. The manager confronted him aggressively, making us very uncomfortable. The service, cleanliness, and professionalism were far below what we expected from Hyatt, especially given the area and the brand. Being wrongly accused and charged made the other problems even worse. We wouldn’t stay at this location again.

The staff dried our clothes, which we appreciated, but we had to push before they moved us to a different room. Nobody apologized or offered a refund, only saying the hotel would contact us about one. On our second night, I woke up with bites and found bed bugs in the room. It was a disgusting situation and completely unacceptable.

Trash and used towels piled up on the floor because housekeeping never came during the rest of our five-day stay. We hadn’t been told at check-in, or when asking for basic items, that housekeeping wouldn’t be provided. On day three, someone came at 8:30 AM on Thanksgiving morning and woke us. We asked them to return later, but they didn’t. That evening we arranged housekeeping for day four. The next morning, we saw the housekeeper as we were heading out and said we weren’t checking out and would be gone all day so they could clean. Still, nobody came. I also had to make several trips to the front desk for essentials like towels, cups, tissues, and toilet paper. The lack of service and follow-through was incredibly frustrating for a stay this long. I won’t book here again.