NO RESPONSE FROM HYATT UP TO THIS VERY MOMENT HYATT GLOBAL CAS2883635 14 March 2022 SUBJECT: SUBSTANDARD BANQUET SERVICE TO WHOM THIS MAY CONCERN: I would like to file a formal complaint to you regarding the substandard services we received on 19 Feb 2022 during our wedding reception at the Hyatt Place Delano. Below is the list of services we received with brief summaries of the issues: 1. Banquet Room Supplies (Linens/Chairs): - Linens: 12 round tables were set up, but we were told there were no round tablecloths. The hotel only had rectangle tablecloths. We had to buy our own tablecloths to use for our event. - Chairs: the chairs were dirty, and some had food stains. We had to purchase chair covers to hide the stains and dirt. 2. Staff Time Management: - The caterer was given the reception timeline weeks prior to the event. She agreed to the timeline but did not follow what was agreed upon. The reception was scheduled to start at 1 pm. The salad didn’t come out until 1:30 pm and the servers took almost 2 hours to finish serving all tables. The servers were so slow and inconsistent. It was also obvious that the food sat around in the kitchen counter because they were cold and dry at serving. Our guests were very unhappy of the long wait, only to receive cold food. 3. Staff service: - There were 4 servers allotted and paid for our event, but no servers were always available to assist anyone inside the banquet room. We had to constantly look for them in the adjacent kitchen or ask someone at the hotel lobby for assistance. They did not replenish our water or tea at the table. They did not take away dirty plates nor dim lights in the banquet room. They did not assist with cake cutting or passing out the wedding cakes to the guests. Our daughters, who are also chefs and cake decorators, took it upon themselves to cut and serve the cake. 4. Quality of Food - The quality of food served was below par. The main course meals were cold and dry. We had a food tasting session with the chef and caterer a few weeks before our event. The food served at the tasting was moist, juicy, and hot. The food they served at the banquet was not the same quality they gave us at the food tasting. Our guests did not eat their food. It was very disappointing to say the least. a. Baked Salmon – cold, dry b. Tri-Tip – the meat was chewy, and the sauce was bland c. Grilled Chicken – cold and dry with very minimal sauce on top d. Fettuccine Alfredo Pasta – cold, bland e. Kids Meals – Chicken tenders were cold and hard 5. Bar Services - The drinks (soda, beer, and water) were warm. The bartender did not set up early enough to put the beverages on ice. He served warm beers and sodas. - The bar was supposed to be open until 5:00pm but the bartender started closing the bar at 4:15 pm and was gone before 4:30pm. The only redeeming feature were the caterer’s willingness to help with any issues while planning the party and days leading up to the event day, as well as the cleanliness of the hotel rooms and public areas. Hyatt Place Delano is a new establishment in our small town. We expected so much more from a new establishment, and I request you address the issues with immediate attention. I look forward to hearing back from you soon. Thank you for your time and consideration. Kind regards, NOLAN & NORMA KALACAS 2214 Poplar Avenue Delano, CA 93215

Staff really needs training on how to treat loyal Hyatt customers better. On checkout we asked for 4 bottles of water (we had two rooms, four people, it was super hot outside and I am a Hyatt Explorist). The lady on the counter refused claiming they can only give out 1 bottle per room. If you can’t even offer your customers enough water, you have big problem.

Stayed here on a drive to Northern California. Love the Hyatt brand, and this hotel is no different. Great amenities and friendly staff. I will note that it is right next to the train tracks, but they provide ear plugs in every room without request.

This place is amazing. Employees are very polite. Rooms are beautiful. Prices are wonderful.. excellent place. I'll definitely go back again. Thank you

Very clean rooms, easy check in. Beds were soft and extremely comfortable, love the fact there’s two beds and a sofa bed. Best complimentary breakfast buffet I’ve had at a hotel of this caliber.

My wife and I are Hyatt Members and love being members because our stays are always great, up until now. We were extremely disappointed with our stay in Delano. When we arrived to check in, I waited 10-15 min at the front desk. I even walked around to the bar area, sitting area and even looked down the hall ways with no employee in sight. Then I finally found someone to help me. Later that evening we sat at the bar for a drink, and some of the things on the drink menu were not available, I had to ask for 3 options until a drink was available. The following morning at breakfast, there were limited to no cups, plates, bowls and utensils to use. The attending employee finally brought out plastic forks and spoons to use. After breakfast we went to check out the pool, because our 2 year old daughter likes to swim. We found the pool water cold, too cold to swim, but our daughter wanted to put her feet in, so we let her stand on the first step in the spa. After playing for a bit she had wet her clothes, so we took them off of her. Again, she is a toddler, and we didn't see any signage saying it was not allowed. We played in the water for a total time of about 20 minutes, and when we were leaving the pool area, an employee came up to us, rather rude like and informed us that kids needed to be dressed and that the pool didn't open until 10am (it was 9:40am). We were caught off guard by his tone. We had looked for pool hours before we went in and our key card worked. Overall it was an okay stay, but nothing compared to what we are used to experiencing at a Hyatt stay.

Good hotel, clean and friendly staff. Food and bar are excelent. Very close to highway and train tracks so there is constant noise. Hotel should consider installing sound buffers as a for noise reduction.

Zero sound insulation and thin windows. All rooms come with ear plugs because the highway and train will keep you up all night. such a shame they cut corners and made a mess of the entire experience. New nice rooms but watch out for that Train Whistle.

Savannah, Reyna, Elise, and Vero are the best!!! They multitask and provide the upmost excellent customer service. They make you feel at home away from from. They definitely deserve to be acclaimed for their service!!!

Great place, spacious rooms with new amenities. Enjoyed our stay. The only other reason they loose a star is they don't have enough personal to assist front desk and no one answered phone when we called front desk for a blow dryer that was missing in the room. We had to borrow my cousins who was in the next room.

Amazing Stay, super comfortable, friendly staff. Room was very spacious and clean. And the hotel is in a great spot. Lots of places to eat and shop. Top notch.

Rooms are decent, breakfast is good, location is fantastic. Bit overpriced

Great Hotel to stay with the family…comfortable, clean breakfast buffet in morning is good too.

Very nice people, free breakfast, nice mounyain view and even more! I didnt expect Hyatt house woild be that good.

Not good for extended business stays. Should be used for the business (3 days max) conferences only not a good option for a extended business travel

I don't see any problem in the room. But the only bad thing I don't like is the breakfast is horrible I think they can do better!

Place is very clean and very welcoming. The staff are amazing and the parking lot is very spacious. There is a walmart across the street along with other shopping venues and the casino nice little location and its also right off the free way very nice place

Where the hotel is located there are many store like Walmart, dollar tree,and five below. The hotel is great to stay in also they serve breakfast.

Super nice room! with all the amenities of a resort. The staff were extremely welcoming!

New hotel with good sized rooms and a comfortable bed. Usual amenities are provided. Average complimentary breakfast in a comfortable setting

The room is very nice with a suite- type room. The staff were very eager to answer all of my questions and this place was sold out but acted like I was their only guest. The breakfast the next morning was fully stocked warm and a little above average. This is the nicest place to stay in between Fresno and Bakersfield it seems. Maybe some nice places in Visalia but this is definitely a top notch hotel. You have a lot of to-go restaurants and a very nice Walmart within walking distance.

Sunday April 10 morning front desk elise needs more training on addressing people with service animals. Its against the law to ask or address guests about providing proof of a service animal. She was rude and unprofessional. Needs more training in this dept. Night desk veronica and Jeffrey very helpful and assisted my issues. Breakfast lay out was exceptional will be back. From mendocino calif

Bed bugs BED BUGS BED BUGS. Is that enough said? Let there be a negative star- and I’d give this place that. Receptionist was rude as well. Don’t be angry with me for not wanting to stay in a filthy room with bed bugs. BED BUGS. Try to move me to another room with the same problem. Doesn’t offer another stay at their nearest location to rectify the situation. Bad mannered and the company isn’t doing enough to create a welcoming place of inclusivity.

BAD WATER!!!! do not stay. You could get sick but for sure you will be dirty. My hair was so filthy I could not comb out. Honest. I have reported it, but ....

Wow! Hotel was modern and new! Walking distance from the shopping center. The breakfast was amazing! Staff were also welcoming and kind.

Easy access from highway. Close to many stores. Decent prices, friendly staff.. Very clean, comfortable beds. Highly recommended.