Hyatt Place San Antonio-North/Stone Oak
🏨 Hotels & Travel · San Antonio
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Rude front desk staff provided poor service and incorrect billing information.
hotel room lacked hot water and internet with unprofessional staff
Hotel charges extra fees for services previously included in room rate.
Unfriendly front desk staff and rude management during check-in.
Staff made discriminatory comments and guest property went missing
Water service interruption and unclean bedding in hotel room.
double billing issues and unhygienic room conditions
Hotel refused confirmed booking and staff provided poor customer service
Missing room amenities and unclean shower curtain in hotel room.
Business reply on Google
We understand that finding breakfast was not included, especially when it was indicated on the website, was a significant letdown, and we are truly sorry for the miscommunication and the manner in which it was conveyed to you. We want to clarify that Hyatt Place is in the process of gradually transitioning its breakfast policy across all locations. While complimentary breakfast has been a long-standing amenity, this is slowly changing, and some hotels are beginning to offer breakfast as an additional charge. We understand that this transition can lead to confusion, and we are working diligently to ensure our online information is as accurate and up-to-date as possible to prevent situations like yours. We are sorry to hear that you did not enjoy your stay.
Multiple vehicles were broken into due to lack of hotel security.
Business reply on Google
Victoria, The safety and security of our guests and their property are paramount, and it's clear we fell tragically short in this instance. We urge you to contact the local police department immediately if you have not already done so, to file a formal report about the break-in. Again, we are incredibly sorry for what you experienced.
Hotel room was dirty, had maintenance issues, and misleading breakfast policy.
Business reply on Google
Dear Patricia, Thank you for taking the time to share your feedback regarding your recent stay with us. We are truly sorry to hear that your experience fell far short of your expectations and our usual standards. Please accept our sincerest apologies for the issues you encountered, including the smell of smoke, the inadequate lighting, and loud AC. We want you to know that we are a 100% non-smoking hotel, and we are looking into your complaint immediately. We understand how frustrating these issues can be and we are actively addressing each point with our team to ensure such lapses in cleanliness and maintenance are immediately rectified. We are particularly concerned about the dust accumulation and the overall feeling that the room had not been properly prepared. Regarding breakfast, we understand your disappointment. We want to clarify that the Hyatt Place brand recently underwent a rebrand, and complimentary breakfast is no longer a guaranteed brand standard for all guests at every Hyatt Place location. We apologize if this was not clearly communicated at the time of your booking. We are continually working to update our online booking information to reflect these changes more a
hotel double charged for room and failed to refund payment
Business reply on Google
Bobby, I just spoke with our GM. She said we have charged the 3rd party for the room and tax. The pending holds will drop. A portion of it was the incidental deposit. We are truly sorry to hear that your stay at our hotel fell short of your expectations. Your feedback is valuable to us as it helps us identify areas where we can improve. We understand that your experience was not what you had hoped for, and we sincerely apologize for any inconvenience or discomfort this may have caused.
Hotel toiletries emit a pungent, potentially hazardous chemical odor.
Business reply on Google
Ashlee, Thank you for voicing your concerns. I just spoke with management and I would like to inform you that this was immediately fixed and all bottles were replaced. We apologize for the inconvenience, as we always strive to please all of our guests.
room flooding caused by water leak and poor staff assistance
Incorrect room type provided with poor amenities and untrained staff.
Hotel cancelled reservation and staff was rude to the guest
Business reply on Google
Dear Roxie. We apologize deeply for the extremely disappointing experience you had with our hotel. We understand how important it is to provide exceptional service and accommodation, and we regret that we fell far short of your expectations. Thank you for sharing your feedback, and we hope you'll reconsider giving us another chance in the future.
Housekeeping discarded personal food items and hotel experienced power and elevator…
Business reply on Google
Dear Emma. Thank you for sharing your feedback about your extended stay with us. We're extremely sorry to hear about the inconveniences and frustrations you encountered during your time at our hotel. We deeply apologize for the power outage and the elevator malfunction. We understand how essential basic amenities are during a hotel stay, and we regret that we failed to provide a seamless experience for you. Thank you for choosing our hotel, and we hope to have the chance to restore your faith in our hospitality.
Hotel room was dirty, causing skin irritation and allergic reactions.
Business reply on Google
Dear Guest. We appreciate your feedback. We apologize about these issues you experienced. We appreciate you sharing your comments with us as we will use these as a training tool for future guest interactions. We hope you will give us another chance if you are in the area again. Thank you for staying with us.
Hotel room was dirty with malfunctioning elevator and noisy maintenance staff.
Business reply on Google
Dear Gavin. We appreciate your feedback. We apologize about these issues you experienced. We appreciate you sharing your comments with us as we will use these as a training tool for future guest interactions. We hope you will give us another chance if you are in the area again. Thank you for staying with us.
Unclean rooms, unsafe pool environment, and faulty fire alarm system.