from Danville, California
Submitted on 01-09-2016
My first stay at this hotel was years ago (January 2013), before the most recent, major renovation. I chose the hotel (at the time) due to location familiarity and reviews. Upon arrival, I was welcomed by a hotel staff full of genuine smiles on their faces, who were extremely efficient and friendly. However, once I reached my room, though it was clean and acceptable, it was obvious that the pending renovation was a welcome one as some of it was just a bit outdated (with the sofa being well worn)...
My first stay at this hotel was years ago (January 2013), before the most recent, major renovation. I chose the hotel (at the time) due to location familiarity and reviews. Upon arrival, I was welcomed by a hotel staff full of genuine smiles on their faces, who were extremely efficient and friendly. However, once I reached my room, though it was clean and acceptable, it was obvious that the pending renovation was a welcome one as some of it was just a bit outdated (with the sofa being well worn).
Fast-forward to my first stay after the renovation - I was extremely impressed. Not only were the rooms absolutely gorgeous and modern in decor, but the interior lobby, restaurant and bar (etc.) of the hotel were visually striking and really caught your attention. The staff was again, unbelievably kind and accommodating throughout. They went out of their way to acknowledge you and say hello. And unfortunately, as you simply do not receive such service on a consistent basis presently, the praise is definitely warranted and necessary to give.
My next stay was unfortunately a disaster. The staff was outstanding (as usual) but the room, the room I stayed in was unclean and it had already begun to show signs of wear and abuse (from previous guests I presume). This was just four months after my prior stay. There was hair in the refrigerator (yes, inside, all over), hair, lint, and dust everywhere, in both beds in the two rooms of the suite, and hair on the bathroom floors. Leftover spillage from food in the microwave/oven was present, there was a Cheerio on the floor in the living room area, ground in dirt in the bathroom tub, spots all over the carpeting in one bedroom, and the sofa was missing fabric that appeared to have rubbed off. I nearly checked out as a result. But as I was tired, Bethany (I believe that to be her name) agreed to the room's cleanliness being unacceptable and offered me two solutions as options. One of those being to have housekeeping clean the room again - which is the choice I opted for. While I greatly appreciated this, some things were just too dirty to be truly cleaned and make one feel hygienic (i.e. the bedding in both rooms and the tub). I had initially planned to stay for two days - I checked out after one.
The Hotel sends you a survey to fill out after each stay. It was in this survey that I shared my disappointments. I simply did not expect what I encountered; especially with how impressed I was just a short stay prior. The message was forwarded to the Hotel's General Manager (Todd) whom contacted me and apologized. He also stated that he would be addressing the issue with the hotel's Director of Housekeeping and Maintenance. I had mentioned photographs being taken of the issues - to which he asked if I would forward. I obliged but did not hear from him again (though it would have been nice to receive a response, it really was not a problem; I simply wished to make him aware of the issue so it could be answered by seeing what needed resolve).
After that last encounter, though I wanted to give Hyatt House another chance, I simply did not wish to risk it. I simply chose to stay at other hotels. I decided to recently give Hyatt House another try after a family member, recalling my past praise of the hotel, asked for recommendations regarding local lodging in which we could stay at for a week. I needed the space of a suite and the layout was one I knew could accommodate, so I made the reservation on their prompting.
After checking in, again, the housekeeping issues were immediately apparent. I was a bit embarrassed at the problems noticed by my family. I had recommended the hotel above others and the issues were a lot to overcome. The glasses in the kitchen were dirty (all of them), there was a used ice cream cup container in the kitchen sink's trash (complete with wooden spoon), the soap in the bathroom, while sealed, had dirt or something else all over the packaging. The Kleenex in my room had only two sheets remaining. My bedroom doors (double), one of them would not close shut and the sliding lock at the top was actually missing. The bedding and carpets were clean and had no issues.
Another unhappy issue was noise. It amazes me that people feel they can be so loud in a hotel setting. There were people above us who were literally, running, jumping, and playing (I assumed it was children, but found it to be a family with teenagers definitely old enough to know better). With floorplans above and below being the same as your own layout, I have no idea why those staying on anything other than the first floor, would do such things. And I was baffled by how they managed to walk so much, in such a small space. It actually got to the point where it woke me from a sound sleep. We had to call the front desk after it neared midnight (on a weekday) with no break in the stomping. The other two in my family were awake in the other bedroom, unable to rest by the constant noise. To the hotel's credit, they did send someone up to confirm the issue, and took care of it.
Midway through our stay, we had to switch suites. The new suite had various and very apparent nicks on the furniture in all rooms. The texture on the walls in this room were unsightly, and perhaps, not redone during the renovation. There was HEAVY and very visible dirt buildup along the floorboards/baseboards. The kitchen sink had very low water pressure (compared to the previous suite, but in general as well - you could not wash dishes) and the faucet was extremely loose where it met the counter. Also, one of the bathroom sinks leaked so badly that a hand towel had to be placed around the faucet whenever it was turned on.
My family was underwhelmed by my choice.
The main issue with the hotel, in my experience, has to do with a lack of thorough/proper housekeeping. To see caked on dirt on baseboards and doorstops, and dust layered on lamps, phones, etc., is easy to narrow down - and fix. The furniture showing scrapes, nicks, leftover paint, etc., the walls' texture showing obvious repair or different patterns, the sinks leaking and being loose is unfortunately not the fault of housekeeping in my opinion. That lies squarely on the Hotel and its inspection for upkeep.
The Hotel is located in a nice area. You are within walking distance to a plethora of great eats and entertainment. The staff is kind, attentive, and accommodating (always has been), but there are too many issues in the rooms. For the rate, the majority should not exist. If I encountered the abovementioned at say, Motel 6, I would have no complaints. But I am not staying at a Motel 6. And I am quite certain HYATT House Pleasant Hill does not consider themselves in the same category as such budget chains.
I probably will not stay at HYATT House Pleasant Hill, again. I gave it multiple stays over 3 years. I gave my input to issues that somehow persist. But what is most telling to my concerns most likely remaining (if I did indeed return), is when I shared my experience the first time I encountered problems, gave a written account and provided photographic evidence to these problems, and had what I felt would help correct the problem, not do so.