I recently drove over 6 hours with my family and arrived in town earlier than expected. Based on the email I received from the property prior to arrival, I understood that early check-in was possible for a $50 fee if checking in before noon. The email did not mention any specific time that would be considered “too early” for early check-in.
When I arrived and attempted to check in, the front desk informed me that no one is allowed to check in before 9AM—yet, when I spoke with the reservations department, they stated 8AM. I explained my situation and pointed out that no such policy was mentioned in the confirmation email, so how would a guest even know about this restriction? Despite this, I was told I’d have to pay for Friday night in full, even though I was clearly trying to check in just a few hours before the standard Saturday check-in time. I expected the $50 early check-in fee to apply—not a full night’s charge.
Once we were finally allowed to check in, I was extremely disappointed. The room looked nothing like the photos on the website. It was outdated, had bugs flying around, stained mattresses, and the breakfast was inedible. I regret choosing this property and even more so that other guests in my party stayed here as well.
I’ve stayed at many Hyatt locations, particularly the ones in Oak Brook, IL, and this place doesn’t come close to those standards. In Oak Brook, the staff is always friendly, professional, and informed. The rooms are modern, clean, and comfortab