It took almost 12 hours to after check-in to get an acceptable room. SORELY DISAPPOINTED. HYATT DOES NOT GUARANTEE THE BED-TYPE/ROOM THAT YOU BOOK EXCEPT TO THEIR HYATT GOLD PASSPORT PLATINUM AND DIAMOND MEMBERS.

I booked my room several weeks in advance through the Hyatt Reservations Hotline. Knowing I would be arriving around 2 a.m. to check-in, I made sure to ask the reservation agent if this would be a problem as I did not want my room given away after the long day I was going to endure (I had my standard 9 to 5 work day and then drove the additional 6hrs to Pleasanton, CA). The reservation agent assured me this would not happen and noted the time on my file.

I check-in to find that they had given my King Bed away to earlier arrivals. They told me that I had booked a room with two double beds. Then I pulled out my e-mail confirmation from the Hyatt that CLEARLY stated I had a King Room for 2 Adults for 2 nights non-smoking. Didn't matter, they were out of those rooms and there was nothing that they could do except cancel my reservation penalty free. That's just fine except where else am I supposed to go at 1 in the morning?? What is the point of the reservation if they do not guarantee your what you booked but instead give you what's left? The clerk told me that the Hyatt did not guarantee bed types and even attempted to find that fine print on my email, which by the way, was not on there. I had to scour the Hyatt website later to find it which was not easy (I also found we were being charged more than what was on the site. The going rate for the room with AAA was $80 M-F and $76 Sat-Sun and we were being charge $80/night for Fri and Sat) .

I took what was available because I was exhausted (a standard two double bed room) and they told me I could speak with their supervisor the next morning but it was unlikely she'd do anything. This room had peeling wallpaper in the super cramped bathroom and the caulking along the shower was loose and the toilette was NOT CLEAN. I could see leftover...leavings..on the upper rim of the bowl. Ick! I was not having that room for 2 nights!

Next morning, after my free so-so continental breakfast (the fruit was definitely not fresh and bitter), I chose to speak with a different reception clerk. I explained the situation (and how I was so irritated that I didn't really sleep) and was hoping if any of the King Rooms had become available. Luckily, one was and she arranged for us to move ASAP. That new room we moved into absolutely STANK of cigarette smoke. So much for "non-smoking." So we went back downstairs and had to wait an extra 2 hours to move into an acceptable room. The clerk did sympathize with us and gave us free hot breakfast vouchers (The room we booked only had free continental breakfasts) and agreed to change our rate for the room for Saturday night. This clerk is the only reason the Hyatt didn't get the paltry one star I was so ready to mark.

.The room quality of the final room we stayed in was much better but still had an odd odor to it and had a cramped bathroom. All rooms have free Wifi and parking . The hot breakfast was good. I had the ham and cheese omelet and my boyfriend had the french toast. The room decor was nice and contemporary. I liked the pivoting T.V. stand. But a pivoting T.V. stand is not enough of a reason for me to come back anytime soon or at all. If they had told me their reservations policy over the phone or in the confirmation email or in the room descriptions themselves online (instead of a random FAQ page that was hard to find on the proprietary Hyatt umbrella website), I wouldn't have bothered and would have tried somewhere else all together. It's not worth it unless you stay often enough to be one of their top tier members or never have a late check-in that risks your room.