Hyatt Regency Monterey

We set out for a restful Labor Day weekend in Monterey Bay, and on the surface the Hyatt Regency offered a convenient location just a short drive from local attractions. Our vacations are usually active, so we don’t spend much time in hotel rooms, but the time we did spend at this property was more than enough to reveal a swarm of problems that point to deep mismanagement. Flea Infestation and Mishandled Response On our third day, we returned to our room in the afternoon after housekeeping had been through. As we prepared for an evening dinner after a shower, we realized we were being bitten by fleas! This was alarming not only because we don’t own pets, but also because we were in a “pet-free” building on the fourth floor. While pests should never be an issue in any room, this was particularly shocking given the circumstances. We immediately contacted management. Their reaction was casual and dismissive - they weren’t surprised, offered no real solutions, and gave us the impression that this was a regular occurrence. We had to insist on being moved to another room. Despite originally paying for a top-floor unit with a pool view, we were reassigned to a second-floor room in a separate building overlooking a parking lot. We also asked for our clothing to be washed, which is standard protocol when dealing with fleas. Instead of prompt action, we faced pushback, delays, and a confusing relay of conversations with at least three or four different managers over two days. First we were denied cleaning outright, then promised help that never came. Staff repeatedly assured us our clothes would be picked up “in 30 minutes” or “at 8am,” but no one followed through. Only after repeated calls and an in-person visit to the lobby did our clothes finally get washed in the early afternoon the next day, and by then, we had lost a night and nearly half a day managing an issue that should have been handled proactively. The laundering even damaged some of my clothes. Facility Failures Hoping to salvage the trip, we tried using the tennis courts the next morning. Staff told us the courts were first-come, first-serve and equipment was available upon request. At the front desk, we were given one mangled racket and told the second would be available at the rental building near the courts. When we got there, the building was locked and complete shut down. Returning for clarification, staff shrugged and said they “didn’t know.” Root Causes: Pests and Mismanagement Two clear problems define this property: pests and poor management. Pests: While the hotel is pet-friendly, buildings are supposedly divided into “pet” and “non-pet” areas. Management admitted, however, that cleaning staff use the same equipment between both, almost certainly allowing fleas to spread to pet-free rooms like ours. Management and Training: The flea issue should have prompted urgent action, but instead we encountered indifference, lack of communication, and no accountability. We had to fight for every basic request, from moving rooms to getting our clothes washed, and dealt with multiple managers who had no knowledge of the situation. Even smaller requests, like trying to play tennis, were met with misinformation and disorganization. Final Impression What makes this experience even more disappointing is that not once did anyone apologize or acknowledge wrongdoing. Instead of a relaxing holiday, we spent days negotiating for reasonable accommodations, contending with fleas, and dealing with untrained staff that was only consistent in a prevailing lack of accountability. We checked out on time and left with no apology, no acknowledgment, and nothing but frustration. If you’re considering this Hyatt Regency, be prepared for two infestations: one of fleas, and one of mismanagement. Read less

Review of Hyatt Regency Monterey – Disappointing Stay We booked the Hyatt Regency Monterey expecting a premium resort experience, especially at rates of $800+ per night. Unfortunately, our stay fell well below expectations: • Room quality: The first night we were placed in Building X, where the unit doors open directly onto the highway. It was so noisy you could hear the traffic from inside even with the door shut. The walls and ceiling were paper thin — we could hear neighbors walking and coughing. The patio led to the bottom of a slope where a loud pool pump ran constantly, and the patio itself was run down. The room was small, dark, and stuffy with a tiny bathroom. • Room change: Staff were polite and tried to help, but since the hotel claimed to be “completely booked,” we couldn’t move the first night. We were relocated the next day to a somewhat better room farther from the highway. While quieter outside, the noise from neighbors carried through the thin walls and ceilings all night long. It was technically an “upgrade,” but only relative to the very low baseline. • Amenities: The pools are okay but not great — too small for a property of this size and often overcrowded. Towels frequently ran out. The food was mediocre at best; we ended up ordering from local Monterey restaurants through DoorDash, which were far better. • Value mismatch: At this price point, we expected a true resort-level experience comparable to other Hyatt Regency properties (e.g., Maui), but this was nowhere close. Service response: • Staff remained polite throughout and did what they could within the constraints. • We were given a $100 credit for the first night and later some Hyatt points, worth maybe another ~$100. But this is a drop in the bucket compared to the actual bill — $800+ per night plus resort fees, taxes on those fees, and even $30/night charges for TV services (Seriously?). These gestures don’t come close to offsetting the poor value. Despite courteous staff, the property itself does not deliver. For $800+ a night, guests deserve more than paper-thin walls, highway noise, and mid-level amenities. This felt like a budget hotel dressed up with resort pricing, and it was a major disappointment compared to the Hyatt brand promise. Read less

We visited over Labor Day weekend which is a very busy time to go so I acknowledge that there were going to be wait times and things were going to be chaotic. The hotel amenities like lawn games, table tennis, etc were worn down or broken, and the s'mores which were a big selling point for evening activities created so much trash and waste that trash cans were literally overflowing and fire pits were left with candy wrappers and melted marshmallow mess. The thermostat in our room was difficult to control and the AC unit made a lot of noise. I don't know if this is par for the course with a hotel stay, as we usually stay in AirBnb's but it was average, at best. Read less

I just canceled all my room reservations due to a "customer service" issue. I booked two rooms, two adults for a stay at the end of October. I made the reservations through their website in April. Today I called just to make sure they knew I was traveling with two small dogs. They are pet friendly but there had been no way of saying I had dogs when I booked. So not wanting an issue when I arrived, I was calling ahead. "No problem," the guest services person said. Then she said yes, we have a room for pets, and quoted me a price of about $550 a night. I looked at my reservation confirmation and said I had booked at $347 a night. She then gets snappy with me saying that's the current rate. You booked in April when the rates were lower. So....you can't honor THAT rate? No. The current rates are the current rates and you are booking today. No, I'm not. I booked in April. AND there is NO indication on their website about traveling with pets, let them know. It appears that it's pet friendly, period, and just show up with your pet. She continued, offering me an even MORE expensive room that is apparently a small suite. Yeah, right. I said yes to the regular pet room and let her book it and confirm. Then hung up and figured out no, there's no way I'm giving them my money. They couldn't even honor a reservation that I'd made??? They jack up the cost just because I'm modifying it now? And again, I wasn't being sneaky. They gave no indication that there are specific animal rooms, etc. So thanks, Hyatt, for nothing. I booked elsewhere for my stay in Monterey and saved myself a ton of cash. Read less