Hyatt Place at The Hollywood Casino / Pittsburgh - South

We called the hotel directly, but on arrival the staff greeted us by saying we must have booked through Expedia. When I said we hadn’t, they insisted again that we had. I asked whether we actually had a room after driving two hours, and they said yes, so I thought we were all set. That was only the start. The next morning we got up for the hot breakfast, only to learn it wasn’t included in our rate. We’d been told several times that breakfast ran from 6 to 10 a.m., but apparently we were automatically charged for it unless we told the front desk right away that we didn’t want it. I’ve never heard of a hotel chain charging for a service before you’ve even decided to buy it. I thought it had to be a joke, but it wasn’t. The suite was excellent, with lots of space and convenient features. The kitchenette was a pleasant surprise. We went over to the casino, which was sparse, probably because of the bad weather approaching, though the slots paid out. After a fine evening, we left earlier than planned because of health and family issues. The way we were treated was rude. You can try staying here, but be ready for attitude at the front desk and to be told you can’t eat at the breakfast buffet until they’re ready, even when the posted hours say it’s open.

I’ve stayed here many times without trouble. It’s a nice hotel with friendly staff, but this visit was a disaster. At 1:30 a.m., I returned to find the heat wasn’t working, even though it was -6 outside and the room was 65 degrees. They offered another room, but said it would take an hour to an hour and a half. My elderly mother-in-law and father-in-law were already asleep, so I wasn’t going to wake them at 3 a.m. to pack everything. I only wanted maintenance to come look at the heat, but that wasn’t an option. We slept in our clothes to get through the night. By morning, the room was 56 degrees. Checkout was at noon, yet housekeeping opened our door to clean at 9:30 a.m. I was told the manager wouldn’t be in until Friday, and my calls to corporate went unanswered. The woman at the desk said there was nothing she could do since I’d been offered another room. Am I wrong to expect compensation?

The location and staff were great, but this place doesn’t work well for wheelchair users. Roll-in showers are only available in suites, so they cost more, and the shower chair was so small it looked like it might fit an average-weight 12-year-old. It didn’t seem safe or sturdy enough for my 80-year-old wheelchair-bound mother, so we moved to another hotel so she could shower. When I showered, the water never got properly warm, let alone hot. It didn’t even make the mirror steam up.

The room was modern and nice, and I liked the hotel layout. There was a smoke smell in the hall because the hotel connects to a casino, but it didn’t bother me. Parking out front can get crowded, though there’s a large garage behind the hotel with plenty of spaces. It takes a few extra steps to get to the room from there. My first stay was pretty good apart from check-in: my key wouldn’t open the door, so I went up and down to the desk three times before they moved me to another room. I planned to return, but the next visit was horrible. On January 31, 2026, I had more check-in problems. The first room had no heat, the key wouldn’t work for the second room, and the third had only a little heat. It never reached the temperature I set on the thermostat. Breakfast costs extra, and the shower took 10 minutes to warm up. I was in Room 146. I won’t be back.