This is a difficult review to write because at it's base this Hyatt Hotel is a modern comfortable room, happening bar, right in the center of Morristown--a great town.
It's just that the things that happened to us during our stay here for 5 Nights over Labor Day Weekend--I will not book here again.
First the good:
We booked here because we had Friday meetings and needed to be walking distance to restaurants, other locations in Jersey and New York. Fantastic location.
We experienced that Wedding Parties, Conventions, Romantic Couple Getaways all were here in this hotel too with us. I really liked the lobby and bar area.
I can't think of a better location to stay in a hotel in this area especially if you want to party nearby and drink and not have to drive. It's perfect.
Easy Self-Parking is $25 a day right under the Hotel with a garage entrance into the hotel. The garage is Very dark at night.
The Room was quiet like we requested, and the shower and bathroom worked well.
Towels: Some new, some stained, some old. You never knew what you were going to get.
After hours orders for soap bars and towels came up fast and friendly.
-Here is where things went seriously off the rails at this Hotel with behavior I have not seen in 40 years of professional travel anywhere, ever. And the top management here knows all about it--and it has left a very bad taste in my mouth.
We arrived back at the hotel after 11 PM one of the nights to find that there were inadequate towels, a cleaning towel left on the back of the toilet, and sheets not properly on the bed and a couple of other things. We just ordered more towels and went to bed. It's annoying, but on our busy schedule we cannot take time to deal with this--it will be cured the next day servicing.
The next night we arrive back at the hotel after 11 PM to find that the room was Not Serviced at All!
We call down for service and are reprimanded by the from desk clerk alleging that that we left the Do Not Distrub (DND) card on the door is the reason. This lie set me off big time.
I want everyone here to be clear: We are professional travelers for many years. We have policies and procedures for checking into and out of hotels and leaving for the day to insure Safety and Efficiency that we never waiver from. One of those those policies is to prepare to the room for servicing, putting all towels in a pile, beds clear of clothes, secure the door upon departure and make sure that the DND card is placed inside. There has never been a time anywhere where we have left for the day with a DND card still on the outside of the door.
We were told that housekeeping leaves at 10pm so no one can make up the room now. So we ordered towels and pillow cases, I threw the pile of dirty towels out into the hallway. We put new pillow cases on the pillows, folded the towels, cleaned the sink area, and restocked the bathroom ourselves.
The next day I addressed this personally with the Hotel Manager and Housekeeping Manager.
They were aware that our room was not made up the day before and I asked that we receive a phone call that afternoon confirming that the room was serviced. Manager confirmed my phone number, said she will call, but never called us!
Now, I have enough experience dealing with people in business that I knew that there was a great chance that they were not going to make up the room again and blame it on the DND Card. Because we knew someone was being dishonest or incompetent and covering it up with blaming the guest. So we took the DND card before we left for the day and hid it high up on a shelf in the room where you can't find it or see it.
The Manager never called us to confirm that the room was serviced. She totally blew us off!
So at 4 PM that day, we called the Hotel to confirm that the room was serviced.
After a long hold to check, we were told that room was not serviced because the DND card (that I hid before we left) was on the door! I went ballistic on the phone like never before.
Never in my life have I had someone so blatantly lie to me at a hotel. They don't know someone on staff was dishonest or incompetent? They blame it on the guest!
The Housekeeping manager told me that she even went up to check to see where the DND card was and could not find it at all! (Because I hid it that morning--I knew they would blame it on the DND again--it's what they do here.)
I later received a call back from someone who said he was the District Manager who told me that the whole thing was a miscommunication and that the room was actually serviced but I was erroneously told it was not serviced? I don't know who to believe at this hotel?
But it's a really bad sign in hotel operations for a Manager to tell you they will call you to confirm servicing and blow you off completely.
All of this caused us to get to bed later than we wanted, more tired the next day, and even miss part of a family event on Labor Day. read more