The property itself is amazing. Plenty of parking, pet welcoming. Our room this time had a very slow drain in the sink and there was a lot of dust in the air conditioning vents. The staff is incredibly kind, and many dog lovers work there, which gives me great joy. We visited for a family vacation and because we feel safe and comfortable at the Hyatt House Allentown. This was our second stay for 8 nights.
However, we had a major problem this time and I feel compelled to share so hopefully someone else won't go through this. On Saturday, after midnight, we were awakened by someone pounding on our door and telling us to open it. Over and over, the man's voice loudly stated, "Security, open the door, security open the door."
We sprang from the couch where we had fallen asleep, and my dog began barking as he should. It was a security guard named Rubin. Upon opening the door, he said, "Security, keep it down in there, I can hear that TV all the way down the hall!" I explained that our TV wasn't on. He refused to believe us and was very rude. I explained to the manager the next day (Olivia), and she promised to handle it, but she never did. Apparently, they got the wrong room, which was ours.
The manager at checkout told me Rubin isn't supposed to be customer-facing. It bothers me that this happened, that we were scared, and that no one did any follow-up. Plus, why was he allowed to bang on the door of a quiet room late at night? This is unprofessional and rude!
