Title: Incorrect room details and poor service coordination
I booked a "King Bed, City View" room for 2 nights for two people. However, the assigned room only faced the wall of the adjacent building. Upon checking with the staff, it turned out that this room combination does not exist or isn't available at this hotel, suggesting a system mapping error between Expedia and the hotel.
We agreed to compromise and switch to a Twin room for our second night. The staff assured us: "Leave your bags in the room, and we will move them while you are out." We handed over our key cards and went out.
Upon returning, the front desk handed us the key card to our old room without explanation. Confused, as we walked toward the elevator, a staff member hurriedly ran up to give us the new room key. However, our luggage was missing from the new room.
When we inquired, we were sent back to the front desk, handed the old key again, and instructed to go move our own luggage.
From incorrect listings to broken promises, poor staff handovers, and forcing guests to carry their own bags—the service was completely unacceptable for a Hyatt property.