We booked a double queen bed several months out. Day of arrival, we checked in around 4pm for a two-night stay. The lady working the front desk said sorry we do not have any double queen rooms left so we gave you a king bed with a pull-out couch. We also gave you a "lake view". I said no way, due to circumstance we need what we paid for. She said sorry, you used a third party (hotels.com) and we do not have to honor that. Unreal. I called hotels.com and after over an hour on the phone they said they could try to move us somewhere. Again, we booked this hotel in the area we needed to be on the day we needed for the State Championships, I could not risk being moved somewhere else in Jacksonville for a variety of reasons. We made do, but it was beyond uncomfortable and the reason for not honoring is unacceptable. By the way, the lake view (retention pond) was blocked and instead it was the view of the roof. What we really saw out our window was a clogged, moldy roof drain. Be careful booking this particular Hyatt and that is all I have left to say.
We booked a double queen bed several months out. Day of arrival, we checked in around 4pm for a two-night stay. The lady working the front desk said sorry we do not have any double queen rooms left so we gave you a king bed with a pull-out couch. We also gave you a "lake view". I said no way, due to circumstance we need what we paid for. She said sorry, you used a third party (hotels.com) and we do not have to honor that. Unreal. I called hotels.com and after over an hour on the phone they said they could try to move us somewhere. Again, we booked this hotel in the area we needed to be on the day we needed for the State Championships, I could not risk being moved somewhere else in Jacksonville for a variety of reasons. We made do, but it was beyond uncomfortable and the reason for not honoring is unacceptable. By the way, the lake view (retention pond) was blocked and instead it was the view of the roof. What we really saw out our window was a clogged, moldy roof drain. Be careful booking this particular Hyatt and that is all I have left to say.
