Randyhol
Review of a single night stay Wed. Nov. 6, 2024.||||My wife and I, and 3 small dogs, were guests at the Hyatt Regency Westlake, having had to evacuate our residence due to the Mountain wildfire in Camarillo, CA. We were assigned to room 245, checking in around 1:30pm. Later in the afternoon we became aware of a significant amount of noise, talking, group activity, etc. in adjoining room 247. As I was heading out with our dogs to walk them around 4pm, I saw 247 was open, so I walked in with the dogs to ask what was going on. I was advised that the room was being used as a “medical clinic”. It was full of trays along the TV credenza, filled with a variety of drug packages (e.g. Lidocaine one clearly labeled). 8-12 trays appeared to have individual’s first name and last name initial. There was a gentleman having blood pressure read as well. I had brief conversation with the lady in charge. The room was clearly set up to provide some sort of medical services and was not going to be used for sleeping. I asked the lady in charge how long they would be operating as the “clinic”. She said she would be at it all night. I was not advised that I was in 247 without permission, nor was I told to leave. I was very surprised by this “clinic” set up, but left it at that time. The door to 247 was left open at that time by the occupants. ||||As we left for dinner around 6pm, we saw the door to 247 was open, with several people in the room. Returning to our room around 8pm, 247 still had the door open with comparable activity as we’d seen around 6pm. We tried to bed down around 9:30pm, having listened to the activity in 247 non-stop following our return to the room. Around 10pm I went down to the front desk to ask if management had any idea what was going on in 247. The front desk was very circumspect, citing guest privacy concerns. It was clear to me that management was fully aware of and agreeable to the 247 “clinic” set up and was allowing such activity to go on in a guest room. I was told that the hotel has a 10pm quiet time cut off. I asked front desk member Amber to please intervene to ensure 247 complied with the quiet time. She assured me management would deal with it. I returned to my room, only to have the noise continue non-stop. ||||At 11pm I re-entered 247 through its open door, meeting the same lady I’d met earlier. After significant confrontative conversation, to include me attempting to take a photo of the set up to show to the Front Desk (I was rightly prevented from doing so by the lady in charge. I acknowledge the photo idea was not good judgment on my part in the heat of the moment) I was ordered out of the room, and I left. I went back to the front desk, meeting Front Desk Supervisor Mona Katouzi. I reiterated my complaints and concerns, again asking management to confirm it was fully aware of 247’s set up and activity, and to intervene. I essentially got the brush off, with guest privacy and other clearly manufactured positions advanced as to why management had little it could to other than ask 247 to quiet down. I returned to my room, to have virtually no sleep for the remainder of the night and morning. Room 247 was non-stop loud TV, people in and out, talking, laughing, door closing loudly, etc. etc. from 11pm to 7am when the rest of the hotel started to stir. We asked for and were thankfully given a room change the morning of Nov. 7. ||||I have just completed a call with Director of Front Desk Jamie Mandel. I requested full credit for our room charges for 245. Ms. Mandel bluntly refused my request, advising me I was in the wrong for having entered another guest’s room. The fact that both my entries were through an open door, that was clearly set open to allow guests, customers, whatever/whoever 247 was servicing in their “clinic” to walk in, was of apparently no interest to management. And the noise and (apparently) commercial activity conducted by whomever was using 247 was also fully acceptable to management. ||||I am now retired, but in over 40 years of professional life, which involved significant business travel, and in fact having been a customer both personally and for professional events (e.g. annual shareholder meetings, Board of Director meetings) at this very Hyatt, I have never in all those years and stays had a hotel guest bedroom set up and fully used as a “medical clinic” operating apparently 24/7 with the full knowledge and concurrence of management. Without question the most atrocious hotel experience I have ever had. A disgraceful and horrendous representation of the Hyatt brand by the Hyatt Regency Westlake.
