First let me say how wonderful Rieke at the front desk was helping my family deal with a difficult, last minute lodging need during this difficult covid-19 time we're all experiencing. She went out of her way to answer all of our questions about the property and how it's being operated, and she provided great assistance with a complicated check-in. Unfortunately, the same cannot be said for the Hyatt central reservations staff as when i made the reservation (via phone) I was specifically interested in a room with a full sized refrigerator. The reservation agent suggested a specific room category, and as I was looking at the Hyatt website, the pictures and description clearly did not indicate a full sized fridge. However, the reservation agent assured me it had one despite my hesitation and suggestion that it may only have a mini fridge based upon their own website pictures and description. Upon checking-in - you guessed it - a room with only a mini-fridge. Not wanting to make a fuss with the front desk, I called central reservations back to see if they could do something about the rate or waive the parking fee, but they could not. They contacted the hotel directly and were told that we could move to a room with a full sized fridge for no extra cost, but since this was not their error, we didn't feel it was necessary. Hyatt needs to do a better job both on their website and with their central reservations staff describing the hotel amenities (with pictures) to avoid such a problem going forward. I'm still very upset that this happened since I was extremely clear when making the reservation about our needs and concerns based on the room suggested. Again, my rating is purely based on the 800 number staff as the local staff was excellent.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from RiekeEhr, Front Office Manager at Hyatt House Across From Universal Orlando Resort
Responded 27 Mar 2020
Hello ChicagoGasman, Thank you for choosing our hotel and thank you for your feedback. I am so happy I was able to help you with everything you needed. Please let me know if your daughter needs anything during the stay and the team or I will be more than happy to assist. I would like to apologize about the experience with the global reservations team which was anything less than satisfying. Feedback such as your will help all of us to improve. If your daughter still wants to move to the bigger room, we can definitely arrange that for her. I hope she will enjoy the rest of her stay and I hope it is not going to be the last.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC