Hyatt Place Dallas/Plano

I was charged twice for room

Communication between customer service team

Cleanliness, friendly staff

Breakfast was good. I saw the cook from a distance.

Breakfast was good.

Staff

All elevators out and we were on 6th floor. No help with luggage and we were in town for a funeral. Total pain. Little rest lots of perspiration

Personal muy amable

Piscina muy helada

I am writing to formally express my disappointment and concern regarding an incident that occurred during our stay at your property while attending a youth soccer tournament in Plano, Texas. On the evening before our departure, we left a backup battery charging near the swimming pool entrance, directly in front of what appeared to be a security camera. This battery is an essential piece of equipment used for our soccer academy's tournament operations and has an estimated value of approximately $800. Several hours later, we discovered that the battery had been stolen. While the financial loss is significant, the greater concern is the impact this incident had on our experience. What should have been a positive and memorable tournament trip ended with our property being stolen and our confidence in the safety and security of the premises severely diminished. Immediately after discovering the theft, we requested assistance and asked that the security camera footage be reviewed. To our surprise and frustration, we were informed that the footage was unavailable because the recordings had been erased. Given that the battery was located directly in front of a security camera, the inability to access or preserve the footage raises serious concerns regarding security procedures and the protection of guests and their belongings. We have reported this incident to the local police department and are cooperating fully with their investigation. Our objective is to identify the individuals responsible for this theft and recover compensation for the stolen property. We respectfully request that your management team conduct a thorough internal review of this matter, including an investigation into why the surveillance footage was not available when it was needed most. We also ask that you provide any assistance possible to support the ongoing police investigation and help resolve this situation fairly. We chose your property expecting a safe and secure environment for our team and families. Unfortunately, this incident and the subsequent lack of available surveillance evidence have left us extremely disappointed. We appreciate your prompt attention to this matter and look forward to your response regarding the steps that will be taken to address this complaint. Sincerely,