Hyatt Place Jacksonville / St. Johns Town Center

Superb

Exceptional

Loved it!

Liked: Clean, modern, yummy breakfast, centrally located, wonderful view

disappointed

Liked: Breakfast
Disliked: My husband and I had a confirmed reservation and had specifically requested a late arrival, which we also followed up with a phone call to ensure everything was in order.Despite these efforts, upon our arrival at approximately 10:15 PM, we were informed that no room was available for us. We were offered accommodation at a different hotel, located approximately 12 minutes away, with the Hyatt covering only one night of our two-night stay. We were given no clear information regarding the cost of subsequent nights, nor a satisfactory explanation for the situation. Additionally, we were told to speak with a manager—who, unsurprisingly, was not available at that hour.The alternative hotel was not comparable in quality and was located in an isolated area, far from the shops and restaurants we had planned to enjoy, which were within walking distance of the original location. This significantly altered the weekend getaway we had planned.To add to our frustration, we received no advance communication about the issue with our reservation—no call, no email, no options—just an offer to take what was available elsewhere or make our own arrangements. We later learned that rooms were given to other customers, and the customers who booked through a third-party service reservations were canceled.This experience reflects a serious failure in customer service and reservation management. We expected more from a reputable brand like Hyatt, and unfortunately, this situation has left us extremely dissatisfied.I hope this feedback is taken seriously and used to improve your guest experience protocols. At a minimum, a proactive approach and basic courtesy—such as notifying guests before arrival and providing a comparable alternative—should be standard practice.Note: We also were told we’d only be charged for one night, but the full amount of $261.51 was posted to our card. We're also waiting on a $107.00 refund, which doesn’t seem to cover one night.

Exceptional

Will be revisting

Liked: Love my stay ..customer service was a1 and the staff were very professional
Disliked: N/a

Exceptional

Exceptional

Excellent overall

Disliked: Front desk personnel need to work on being a little more friendly and approachable. They hesitate to greet people and make little eye contact.