Hyatt Regency Reston

Review: I frequently stay at this Hyatt location at least 5-10 times a year and have always been satisfied with the level of service I received by staff and the front desk. However, this recent stay during the week of 5/25-5/30 I was really disappointed in the quality of my "newly renovated" upgrade room #[redacted]. When the weather changed and it began to rain badly by mid stay, the room started to reek of a mildew/moldy smell which severely affected my allergies. I called the front desk and advised them of the situation.

They sent a maintenance crew member who entered my room with an attitude and seemed like I was bothering him with this issue. He had only a spray bottle in his hand and removed the air vent cover, sprayed the contents of this bottle that equated to the smell of lemon furniture polish and put the cover back on. And informed me that the spray will take care of the mold in about 30 minutes and left. Let me say that did not work and on top the mildew and mold, I now had to deal with the strong stench of lemon chemicals from the spray which increase my sneezing, itching eyes and throat and breathing.

I called the front desk and asked to be relocated to another room, but was told that the hotel was "booked" all week and no rooms were available. I told them about my health concerns and the agent told me she was sorry but to call back tomorrow to see if someone cancelled and perhaps they could move me.

For a four star hotel and me being a Hyatt Platinum status member dealing with a health hazard I was highly appalled and disappointed. My company ([redacted]) lists this a sponsored hotel for lodging. But I'm sure after I advise them of the issues I encountered my fellow colleagues may think differently especially with mold and mildew being the serious health concern it is.

I hope that someone from the corporation sees this compliant and responds.Desired Settlement: As well as a letter and/or call regarding this issue. Some sort of act of customer service would be the right and proper thing to do.

Review: My name is [redacted] and I stayed at the Hyatt at Reston Town Center on 22-24 February 2013. I have stayed at this hotel before and have never had an issue. In fact, I love it. After this past weekend and the issue that arose, I will never stay there again.

It started on my second night there. I choose this hotel for a local moms weekend away. Me and two other ladies arrived back at our hotel early Sunday morning around 2am. As we arrived on or floor (15) and headed to our room ([redacted]) we were laughing walking down the hall. As we rounded the corner to our room we heard a man yelling and cursing in his room, ([redacted]). This room was right next to ours. As I am putting the key in to unlock the door, the man in room [redacted] runs out yelling/cursing at us. By this time I have our door open and we hurry into the room. The man from room [redacted] tries to stop our door from closing and barge into our room. We were able to slam the door shut. The man then goes back to his room for maybe 30 seconds then comes back out, beats on our door and tells us to shut the “F” up and this was our last “F’ing” warning. We were so scared that I called the front desk and asked for security. Once security gets to our room I tell him the story and he tells me he will take care of it. After security leaves we stat getting ready for bed. 15 minutes later security is back at our door. Security tells me that we just got a complaint from room [redacted] because we are being too loud. I told security that it wasn’t our room that was causing the noise and the man in [redacted] is just trying to cause trouble with us. I once again reminded security that this man tried to get in our room and was beating on our door cursing at us. Security then said, “You must not live in [redacted]. People like their sleep here.” I told security that I do live in the area but that wasn’t the point. The point was the man harassed us in [redacted] and now he is just trying to bully us. Security told us we were being warned.

After this happened I was really upset. One minute we’re being told they will take care of the situation now we are being blamed for something we weren’t doing. I walked down to the front desk to talk to someone about what was going on. After explaining everything to the guy at the front desk, mentioning the man in [redacted] tried to come in our room, then beat on our door and now is making false complaints, he didn’t care. He told me to dead bolt my door and the man in [redacted] wouldn’t be able to break in. I was flabbergasted. I then told the man at the front desk that our dead bolt is broken on our door. He still did not care.

After leaving the front desk and heading back up to the room. I started once again preparing for bed. Then, security knocks on the door again. Security tells me that [redacted] is complaining about us being too loud again. Once again, I told security is wasn’t us. We weren’t making any noise that it’s actually the room down the hall. Security told me he didn’t care and that this was our last warning. By this time we are so frustrated we decide to pack our stuff and leave. I call the front desk to come help us with our bags and they refused to pick up my phone call. I had to have my husband call the front desk and send security up to help us.

Once all our bags are loaded we head downstairs to check out. The lady at the front desk doesn’t apologize for anything. I told her that the way we were treated was wrong. She then begins to tell me that she isn’t taking sides. She told me that if I wanted to make a complaint I could call.

Now, I’ve checked out of the hotel and am loading the bags in my car. I look at the security guy and tell him that I’m sorry all this stuff had happened and this is not how I wanted my weekend away to end. I then told him I wasn’t going to stay when the man from [redacted] tried to get into my room then harassed us by making false complaints. The security guard looked at me and said, “ It’s fine, I think the man from [redacted] is gay. (Security then mimicked the man from [redacted]). It wasn’t your room making the noise; it was the room down the hall. Room [redacted] called numerous times on you ladies but I know it wasn’t your room.” I didn’t respond to security after he said this. It was inappropriate and unprofessional.

So based on all that happened; [redacted] trying to come in our room, beating on our door, making numerous false complaints, being told to deadbolt our door so [redacted] couldn’t break in, being harassed by security knocking on our door and giving us a last warning, the lady at the front desk telling me she wasn’t taking sides and if I wanted to complain to call, then being told by security that the whole time they knew it wasn’t our fault and making offensive comments. We checked out of our hotel room around 4am. We didn’t get the time we paid for and we didn’t get our two free breakfast meals that came with our room.

Please find below the three employees of Hyatt that I dealt with through the whole situations that were extremely rude and unprofessional.

• Angelica Ridings – The lady that checked me out

• [redacted] – The man at the front desk that told me to dead bolt my door

• [redacted] - SecurityDesired Settlement: I would like an apology and a refund for the night that we didn't get to stay.