Hyatt Place Atlanta Gwinnett Mall, Duluth

My stay in December turned into a 3 months of emotional battle. We checked in at 10 pm on one Saturday evening. After being in the room for a few minutes, I opened the door between the rooms to let my friend and her son come into my room - and as they entered, the connecting door to their room slammed shut behind them - effectively locking them out of their room. Since they had already settled in - they had engaged the security hasp on the main door to their room - so even with the key - they could not get back in. Staff didn't know what to do in such situation and became loudly aggressive. When I questioned why there was no procedure for handling such a problem (which surely could present itself in more critical situations - ie. a guest who has a health problem and cannot reach the door... , crying baby or other ...) - I was ridiculed by the subject employee and told I was stupid to even imagine such hypothetical situations. Staff didn't know, but even more important didn't want to handle a simple situation in a professional manner. The front desk employee became increasingly loud. I tried to suggest that this issue should be brought up with his management in a staff meeting to avoid the potential of situations of worse consequence. He was unwilling to listen - and kept interrupting me angrily. Here are some choice quotes: "I will never let you talk over me." "I don't work for you - I don't care about you. Leave me alone." I asked the subject employee for his name four times to no avail. Finally he stated: "Ma'am, you are funny ... I will not give you my name." This is unheard of !!!!! I filed a complaint with Hyatt via certified mail and waited for 4 weeks for the response, but in vain. 4 weeks later I made several phone calls, and filed another complaint via email, and only after that I got a phone call. " Yes we received your complain and we are going to forward it to the higher level management. Someone will cal you very soon. Sorry that happened" Well.... I waited another 45 days and called them again. I found out that my case was closed. Human affairs employees could not care less about unhappy customers. In my opinion, their responsibilities are: 1. To protect higher level management from the unhappy customers. 2. To save money for the corporation. Even after I demanded a full refund, they offered me 50%. They dealt with me as if I was an annoying fly. I was not just humiliated by the staff of this hotel, I was humiliated by Hyatt Corporation. Hyatt you just guaranteed that I will never stay again at any of your properties - and will make a point to spread the negative news about your business practices and employees.

I stayed in this hotel with my son and a friend and was unpleasantly suprised with the level of service. To start with we were never greated when we got inside the hotel, a lady behind the counter just asked me what my name was in a quite rude manner, which stunned me since I work in customer service myself and know what to expect. Several minutes later we needed staff assistance - my son bolted our door from inside so that no one could come in and we went to my friend's room which was adjusent to ours, the separating door locked behind us we could not get back to our room anymore. It was a dumb situation that had never happened to me before, but I did not doubt that someone else must have done it and the hotel staff knows what to do in this situation. Not so! Their response was - we do not know what to do, the locksmith is gone for the day and only he can open a bolted door. It was already 10 pm when it happened, we arrived very late to the hotel, I only had time to leave my bags in the room and kick off the shoes. It took me and my friend awile to convince one of the desk employees that they should do something about situation. That employee made us feel like three dumb people who did the unspeakable thing and then demanded the unheard service. At the end someone did come to open the door, but the whole experience was awfull. My friend wrote several letters complaning about our stay but no one payed any attention to them. We liked the hotel itself very much, the rooms were nice, clean and spacious but the service was the worst we have ever experienced.