Hyatt Place Marlborough / Apex Center

Great service, great front desk staff! Room service offered daily. Dust bins had no liners though! Laundry machines and dryers also non-functional forever. Breakfast room and equipment certainly need upgrades. This Hyatt place can certainly offer more comfort to patrons than what it currently offers. The management team may need to be more deliberate! It's in a good location!

I'm not sure how this hotel has such high ratings! I booked a room on 9/16/2023 and arrived before the rooms were ready and was asked to wait until 2:15pm since the new rooms should be inspected by then (I was told that the rooms were all cleaned though). I checked back in at 2:30pm only to be told that the rooms still weren't inspected and I would just have to be patient. The check in time wasn't until 3pm though so although this was inconvenient, I understood where they're coming from. At 3pm, I was given a key to go up to my family's room and we went up to unload our stuff. Except that there were already 4 people in the room. So I went downstairs to talk to the person at the front desk to express my displeasure only to be told "It's a nightmare for you, it's a nightmare for us." And then she went on a diatribe explaining how they were overbooked, their system was messed up, they couldn't undo the mistake in the system, they didn't have enough queen size beds, and that all they had were king size beds and someone was just going to have to accept that. There were no apologies given about the fact I had been given an occupied room. A family member of the group that had the room I walked in on was in the lobby and they shared that the hotel staff had already sent three OTHER people up to the room, all of which had to come back because the room was booked! The front desk arranged a different room for me, only to THEN tell me that this new room WASN'T ready, and they couldn't give me any kind of time frame - so now I've been effectively waiting over an hour and a half just to check in with no end in sight. She just continued making excuses about the fact they had no help, the rooms were all clean but no one had time to inspect them, etc. So after waiting an additional thirty minutes with no update on when this new room would be ready, I asked for a cancellation of my room and left. I was made to feel like I was the one that wasn't patient enough with them and that all of this was the status quo for their hotel. The person I primarily spoke with was not rude, but she certainly wasn't friendly, apologetic, or helpful, all of which seem like necessities of working in a service industry like a hotel business! Update for 9/25: Despite screwing up the booking of my first room, and then relaying that my second room wasn't ready at the time that the original booking said it'd be ready by, Hyatt still decided to deny me a refund for our hotel stay when we canceled. I would suggest looking almost anywhere else for a hotel if you're staying in Marlborough. Hyatt's service is bottom of the barrel poor.