Wild Palms, a JdV by Hyatt Hotel

The hotel itself is lovely, but the service left us extremely disappointed, especially for the amount we paid and how important this trip was to us. We'd switched from the Hyatt by Levi’s Stadium because I expected a more attentive boutique stay, and it didn't meet Hyatt standards. We checked in February 7 for a two-night visit while my husband and son-in-law were attending the Super Bowl on February 8. I had booked two rooms for over $3,000 CAD and called January 27, January 30 twice, and February 5 to ask for a crib or playpen. I also told staff we'd have another child and asked to change one room to two queen beds. At arrival, the front desk seemed unaware of all this. A new staff member spent about 40 minutes looking for a crib. Four people couldn't share one king bed, so we pushed a chair from one room into the other to make a makeshift bed for our four-year-old. The crib finally showed up around 7 PM. The front-of-house staff were disorganized in other ways too. They weren't sure where to suggest for dinner, couldn't provide a simple glass of red wine, and couldn't offer a fold-out bed for a child. No one mentioned that water bottles for infant bottles would cost $3 each. I also asked about the restaurant after seeing a photo of a plated salmon dish on The Palms Hyatt Regency website. I was told, “We don’t have a restaurant.” That was surprising and disappointing, and the photo has since been removed from the site. I hope the hotel looks into what happened and addresses these issues. I'd appreciate a response.

I checked out without staying the night. I've been back to Wild Palms many times over the last two years and usually had decent stays, so this one was a real letdown. I booked a week ahead as a Hyatt Globalist. They put me in a ground-floor room on the busiest street corner, right by the lobby and sharing a wall with the fitness center. There was constant plumbing or HVAC noise, and maintenance staff were working just outside my door while I got ready for dinner. I couldn't sleep in there. I texted the front desk asking for another room, not an upgrade, just somewhere away from the street corner. Heading out to dinner, I ran into the employee in the hallway. He said he was too busy to deal with it but would look into it. More than an hour later I got the answer that the hotel was sold out and nothing else was available. It's hard to believe that was the best room they had for a returning Globalist guest. This place has never been luxury, but the staff on past visits made up for that. This time there was no flexibility, no recognition of my loyalty, and no real effort to fix the situation. I left and stayed elsewhere.

The breakfast was really good, and the room was clean with a comfy bed. When we opened the door, it smelled so fresh and clean too. We stayed last night and were very impressed. If we're back in town, we'll definitely stay here again.

We spent most of our stay using the pool and hot tub, and both were sparkling clean. The breakfast was great too. The rooms were spacious and clean, and someone seemed to be cleaning every time we were in the bright, colorful lobby. We had so much fun and would totally stay again!