Hyatt Place Keystone / Dillon

Elevator shakes really bad. No inspection inside the elevator. Air conditioning doesn’t keep up and is really loud, hard to sleep. Also one of them leaked so the carpet was wet in the room. Went through 5 keycards to get into our room and the people we were staying with lost access to their room and they had to get a master key to get their things. Hot tubs did not work. Ice machine on floor 5 did not work. Only 1 employee on staff that has to run around to do everything. Avoid this place right now. I’ve stayed at holiday inns better than this. Shame to call this a Hyatt.

What is going on here? What happened? 1/3 hot tubs were in working order. Wifi was 3mbps and I couldn’t stream anything. FaceTime calls would drop. Not a place I would rely on if you need WiFi. Had trouble checking in - room wasn’t ready but they also didn’t take down any of my information to let me know when a room would become available. Normally one of my favorite places to stay off season but this time felt different…

Aquí tienes una reseña fuerte, basada en lo que viviste y sin exagerar: ★☆☆☆☆ I would not recommend this hotel. The air conditioning in our room didn't work, and the room had a strong musty smell. We arrived very late, so I didn't even bother asking to switch rooms. Breakfast the next morning was just as disappointing. Almost every table was dirty, the eggs were burned, there were no forks, no spoons, and no coffee. When I asked the staff, they said a group of about 60 people had eaten earlier and claimed it was the guests' responsibility to clean the tables before leaving. Meanwhile, the employees were standing in the lobby talking instead of cleaning or restocking the breakfast area. The hotel itself feels old, parking is limited, and it's difficult to get in and out with a large vehicle. Overall, the property seems poorly managed, and the staff appeared more interested in chatting than taking care of guests. I would not stay here again.

This was, without question, one of the worst hotel experiences I’ve ever had. Our experience began with a major mistake by the front desk staff member, Rochelly. She first issued us keys to a room that was already occupied. Imagine opening a hotel room door only to discover someone else was already staying there. We returned to the front desk, where she apologized and gave us keys to a different room. Shockingly, that room was also occupied. After two serious errors, instead of finding a proper solution or apologizing sincerely, we were informed that the hotel had been overbooked and that we would have to leave. We were effectively asked to check out in the middle of the night, leaving us to find another hotel at a very late hour. This was incredibly stressful, frustrating, and completely unacceptable. What made the situation even worse was Rochelly’s attitude. Rather than handling the situation with empathy, professionalism, or respect, she was dismissive, aggressive, and unhelpful throughout the interaction. We also felt that we were treated differently than other guests, which made the entire experience even more upsetting. Mistakes can happen, but how they’re handled defines the quality of customer service. Issuing keys to two occupied rooms is a serious security and privacy failure. Asking paying guests to leave in the middle of the night because of the hotel’s overbooking is unacceptable. Doing so without genuine concern or an effort to make things right is simply poor hospitality. I sincerely hope hotel management investigates this incident, reviews its overbooking procedures, and provides better training to its front desk staff. Based on this experience, I cannot recommend staying at this hotel.

This 1-star rating is due entirely to the staff we encountered during our stay and the complete lack of customer service. On our first night, we were placed in an ADA room that was 81 degrees. The window could not be opened, the refrigerator didn't work, and the air conditioner wouldn't run. There was even a sign mounted high on the wall with instructions for defrosting the AC unit. We followed those instructions, but the AC still never worked. Around 11:00 p.m., we went to the front desk to ask for assistance because no one was answering the front desk phone. When we arrived, there was no one at the desk—only a personal phone number posted to call. We called once with no answer, waited about 10 minutes, and called again before an employee finally came to the desk. During that time, another family arrived to check in. We explained the issues with our room. The employee apologized, but then immediately turned his attention to the family behind us before finishing with us. When he returned, he said the hotel was fully booked and there were no other rooms available. He told us he would send maintenance over from another building to look at the AC and, if it couldn't be fixed, we would be moved to a different room the next day and compensated for the inconvenience. Maintenance never arrived. As a result, we spent the night—or more accurately, barely slept—in an 81-degree room with no working AC, no fan, and no window that could be opened. The next morning, we discovered another issue: the shower head would not stay in place and kept falling down. We went back to the front desk, where the employee on duty remained on her phone throughout the conversation. She insisted that no maintenance request had been made, as no maintenance was on shift that night, essentially implying we were not telling the truth. She also said the hotel was fully booked and that we could not be moved. We asked to speak with the manager. She apologized but initially offered only one solution: we could leave and receive a full refund. Since we were there for the weekend with friends, that was not a realistic option. When we asked about the room change we had been promised the night before, she again said the hotel was fully booked and that maintenance would come look at the AC. It wasn't until we pointed out that not all guests had checked in yet at 11:00 a.m. and suggested moving us to one of those rooms, while maintenance worked on the room, that she reluctantly agreed. The new room was much nicer, and everything worked as it should, including the air conditioning. What makes this even more disappointing is that, despite being promised we would be accommodated for the inconvenience, we never received any credit, discount, or other compensation for that first miserable night. Throughout the rest of our stay, every time we walked through the lobby, the front desk was unattended, with multiple guests waiting to check in or check out. When someone was finally at the desk, it often felt as though we were interrupting her day rather than being welcomed as guests. This experience was completely unlike any we've had at other Hyatt hotels, which is why it was so disappointing. We expected much better customer service and professionalism, especially when dealing with issues that made our room extremely uncomfortable.

There is only one employee working for a 6 story hotel! No housekeeping, it’s do it yourself. If you need anything the lone employee has to leave the front desk to do it. The is no security not even after hours key swipe to get in. Yikes! I don’t feel safe here!!

I have stayed here many times and am always impressed with the hotel property and staff.