Huge Disappointment
We reserved 2 rooms that were connecting. We had 4 children, their father, and my husband and me. I called and talked to the front desk clerk to get assurance that the rooms would be connecting because the smaller children needed to be able to find there dad during the night. When we checked in one of the rooms was ready but the connecting room was not. Were were told we would have 3312 and 3311 and that we could shut the outside doors and lock them so our doors could be probed open for the children to move between each of the room safely. When we picked up the second room keys they were for 3314 which was not connecting. At that time the same desk clerk told me there were no connecting rooms and she was sorry. We were lied to and this caused us a great deal of issues with the children.
The front desk charged the wrong credit card on our departure. I spoke to Carl who was going to make the correction but he made a mistake and double billed us on the wrong card. I now have to call again to get this fixed.
Sheets are rough and scratchy and the toilet paper feels like sandpaper. This is supposed to be a 5 star hotel and you are using the cheapest linens, toilet paper is scratchy, and the towels smell.
I was charged 19.96 for printing 1 page. This is ridiculous. I never have to pay for computer and copying in any other hotel I visit.
The children wanted to ride bikes but they were never unlocked.
We have stayed in your hotel several times in the last 10 years and we never had issues. We were planning on such a wonderful get away with our grandchildren but we were totally disappointed. When we come to SA we will be staying in other hotels and when we want to stay at a Hyatt we will go back to Lost Pines because they are totally professional and the staff always remembers us. We have never been so disappointed with a hotel.