Hyatt Regency Green Bay

This review is replying to the feedback to my previous review regarding the poor customer service we have experienced. 1) If the parking lot is designed only for specific RV size. You should inform us in the call (we have called two times to confirm before we arrive). Unfortunately, we got a very positive answer that we can park our RV, plus we can stay in our RV overnight. You should said “our parking lot only fit for RV under XX’. If it does not fit, it will be your own responsibility to contact Greenbay to find a place to park” 2) You should check your phone records to see why we didn’t cancel through your front desk. The representative at the front desk is not informative at all. When we found we can not park in parking lot when we arrive. We called:We can not park our RV in the parking lot Front desk: yes you can Us: but there’s a sign said no oversized car Front desk: you can try if it fits (???!!! She apparently doesn’t know what size range will fit or not, and she apparently not responsible at all if there is any scratch if we didn’t get through.) Then we checked the Exit, there is a sharp turn that RV can not get out So we called back and she said we should check with the Green Bay (***She DID NOT assist us to contact Green Bay at all, she just KICKED US to some one else. Go ask her if she know the number of Green Bay? Go ask if she will be responsible to drive us back to hotel if we park some other Green Bay parking lot? Go ask if she think it’s possible for our whole family including kids, baby and a dog to walk all the way back to hotel in the heat wave? NO, NO, AND NO!!! BECAUSE SHE DOES NOT CARE!!! All she want is to kick the ball) And she still said we will be responsible for the cancellation fee after going through all these stuff. That’s why we did not cancel through the front desk 3) We did ask her to transfer us to a manager since the guy who picked up our call seems more acknowledging, and he told us there will be other place to park next to Hyatt. But she said she is the only person at the front desk in a very rude tone - she didn’t tell us when the manager be back, she didn’t try to ask others what RV size can fit, and I’m pretty sure she still doesn’t know if we can stay over night inside of RV or not. (We called Hyatt customer service later and knowing that it is actually not allowed, which is opposite to what we have been told) 4) After all, front desk should be someone who is CARE, RESPONSIBlE and THOUGHTFUL. She is not someone should be assigned to such an important role.

Terrible terrible customer service! AVOID THIS PLACE IF YOU HAVE OVERSIZED CAR ! We called few months ago before booking to make sure we can park our RV on their parking lot, and confirmed again one day before arrive. But when we drove all the way there: we surprisingly find a signage clearly state that the oversized car can not park on parking lot. We tried to connect to the manager to solve the problem but the lady at the front desk named Aaron said she is the only one their, and we’ve had many conversations which like talking to a wall for an hour. We can’t stay there and argue with her and we have to cancel and find another place to stay overnight. OUR TRIP WAS MESSES UP AND STILL GOT CHARGED!!!!! We called them, customer service, and virtual assistant, wasted a lot of time and still can not waive the cancellation fee which is caused by their MISCOMMUNICATION and they don’t have to be responsible!!!!

Very comfortable rooms,bed. Front desk staff was very friendly and professional