Sonesta Select Tucson Airport

The check-in women at the front desk were kind, helpful, and great. The other staff we met seemed nice too. My criticism is about Hyatt not investing enough in this property to bring it up to the level of its other Hyatt Place hotels. The room cleaners were the exception among the staff we encountered, and need to take more care. The hotel smelled bad and felt old and dated. Our room wasn’t properly cleaned: there was pee on the bathroom floor, lipstick on the unwashed cups, stains on the couch and floor, rust and stains in the tub, and grime, dirt, and hard water buildup all over the broken sink. The breakfast was probably the worst I’ve had at a hotel, with freezer-burned French toast and eggs that I think were fake. That’s on Hyatt for supplying low-quality food and not training staff properly, not on the workers serving it. I’ve stayed at Hyatt Place properties all over the country, and this one is nothing like them. Hyatt clearly took over an older hotel without investing to get it up to standard. I can’t recommend it in its current condition. Hyatt needs to put money into updated colors, lighting, and furniture, improve the food, and train and support the good people working here.

I’m here on a long business trip, and this has been really frustrating. I asked for room service in the afternoon on Thursday, Friday, Saturday, and Sunday, but it either came early in the morning or nobody came at all. I’ve asked again for Monday, so we’ll see what happens. I clearly requested afternoon service each time. It’s hard to understand how that gets lost, and this shouldn’t be happening at a Hyatt. Breakfast is supposed to be available until 9 on weekdays, but staff usually start clearing things before 8:50. On weekends it should run until 10, yet they start packing up before 9:30. I’ve never seen another hotel do this. The service team has serious problems.

I barely slept here, and this was the worst hotel I’ve stayed in. The website claimed there were light suppers at the bar, but there weren’t. The front desk said they had asked Hyatt to remove that information. I was also told the airport shuttle would arrive in five minutes, but I waited more than half an hour and had to call again before the front desk person came to get me. They suggested the restaurant next door for dinner, but its menu prices were at least $5 higher than listed. When I told the desk, they shrugged it off and left the wrong prices up. There were stains on the carpets, the bathroom fan was so loud I didn’t use it, and the toilet kept running or refilling noisily all night. I heard the man next door talking on his phone at 1 and 3 am every night, apparently in another language, and could even hear him farting. I had no hand lotion, either. One afternoon I returned at 1:30 to find the water shut off without warning. It stayed off for two hours, with no notice about when it would return. I called corporate to complain. So disappointing, especially when it costs almost $300 a night during the Tucson Gem show. Motel 6 or Hyatt? Who knows, with all the false advertising.

The people working there weren’t the problem, and I’m not commenting on their attitude. Management needs to address basic upkeep before this hotel should be open to guests. There were several serious problems, not just one bad experience. None of the ice machines on any floor worked during my stay. On the first day, key cards stopped working for everyone in my group and even the cleaning staff. The tub and plumbing were awful, with barely any water pressure and what looked like a patch job around the drain. The bathroom fixtures were cheap and ineffective, including a fan that hardly worked. Overnight, sewer water backed up into the bathtub, and the toilet wouldn’t flush properly. I had to use a plunger, as did a few other people. These maintenance and hygiene problems affected comfort and safety. The property needs immediate repairs and much better standards.