I recently stayed at the Hyatt Regency Long Beach, and unfortunately, my experience was far from satisfactory, culminating in unnecessary stress and frustration due to significant issues with billing and guest management.
First and foremost, an alarming ~$600 was erroneously deducted from my bank account over two days, despite my immediate complaints following the first deduction. The initial response from the staff was a series of “I don’t knows,” which was not only unhelpful but also added to my growing concern. When escalated, the manager attributed this to a “system error,” stating the system failed to recognize my prepayment due to the use of a different credit card for incidentals. This explanation is perplexing and unacceptable, considering the hotel’s policy of not issuing room keys without full payment confirmation. It’s been days, and the ~$600 deducted in error has yet to be returned to my account. This incident reflects poorly on both the competence of your management and systems and the reliability of your financial transactions, which caused me a significant inconvenience. I had paid in advance for my room and a separate $87 resort fee at check-in. Thus, it is disheartening to see such a lapse in basic financial handling and customer service, as well as a lack of urgency and remorse.
While I appreciate that errors can occur, the lack of prompt and effective resolution is deeply troubling. This situation highlights a critical need for the Hyatt Regency Long Beach to:
1. Overhaul your payment and booking systems to prevent such errors.
2. Invest in executive training for your staff to handle such situations with the urgency and professionalism they demand.
3. Ensure that guests’ funds are managed responsibly and ethically.
I would like to acknowledge Jeremy at the front desk for his professionalism and assistance during my stay. His efforts were a lone bright spot in an otherwise challenging experience. For that reason, this review of the Hyatt Regency Long Beach is not much worse. The property is also centrally located.
But, my ability to rest and prepare for a critical conference was severely hampered by the presence of loud, rowdy teenagers on my floor—and this persisted for three consecutive nights, which further exemplifies a broader issue of guest management and the enforcement of policies to ensure all guests enjoy a peaceful stay. The key didn’t work in the elevator, so anyone was able to go up to guest floors. Many of us comme