My experience at Hyatt Place Melbourne was extremely disappointing due to a serious lapse in housekeeping and management follow-through.
Because of Winter Storm Fern, my husband’s flight was cancelled, requiring a new reservation after he had already checked out earlier that day. When he returned, he was asked if he would mind being placed back into the same room (Room 344). He agreed.
Upon entry, it was immediately clear the room had not been cleaned or turned over at all. The bed and sheets were used, and there were no clean towels. This was unacceptable for a brand-new, paid reservation.
At 6:44 PM, I called and was told rooms are cleaned every three days and housekeeping would come the next morning. That policy does not apply between separate reservations. A room should always be cleaned, reset, and inspected before being reassigned.
By 10:03 PM, the room was still unserviced. Staff then acknowledged a mistake. My husband was initially told he would have to pay to move rooms before that was corrected and he was relocated at no charge. We were also told there was no overnight housekeeping.
The new room was cleaned the following morning, which was appreciated. However, this does not excuse placing a guest in an unclean room overnight or initially charging him to fix the hotel’s error.
I emailed Sarah, the manager, and never received a response, which added to the frustration.