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Brooks Vacation Packages

We have stayed at Hyatt House a few times already. It's always been clean and we actually liked staying here. This time though, we had a little bit of problem upon check in. We booked a studio suite with King bed and a pull out sofa bed and kitchen. I know we arrived very late, like almost 10 PM, but still, we booked this way back in August and it was prepaid. Anyway, we were offered by the staff to stay in a room with 2 beds instead of 1 king bed, which we misunderstood as an upgrade. When we got into the room, we're shocked to see that it was a downgrade from what we reserved. It was a standard room with 2 full beds. So without touching anything, I called the front desk and asked them to move us to a studio suite room as we originally reserved and prepaid for. The 2nd room we were given was just a standard room with 1 king bed and a couch, not a pull out sofa bed but a regular couch, and no kitchen. So I called again and asked why we're given a wrong room again. She explained they were fully booked and it's the only rooms they have left, but they will move us the very next day when the right unit becomes available. They actually did so the next day and we are grateful for the helpful staff. I just feel that being fully booked is not an excuse to not give the right room to customers especially if it's been reserved weeks ago. Room assignments should have been planned better prior to customers checking in.

Staying here feels more like being in an Airbnb than a hotel. Staff is only around during limited hours and they give you a code to open a lockbox if you check-in after those times. The A/C in my room did not work at keeping the room cool at all, and I was only able to open one window in my room to let in fresh air. The TV didn't work at all. This is a beautiful building, I wish they could do more to restore it.

Do NOT Stay Here! NO Pool or hot tub. NO bar or pool tables. Room not clean, gross, dead roach too. We did not stay. The WORST! Looked abandoned, sketchy and scary