I am writing to bring to your attention an incident that my wife and I observed during our recent stay at Hyatt Place Pena Station, which has left us with significant concerns regarding security protocols.
On Jan 30, we utilized the hotel's shuttle service and arrived in the lobby around 4:30 am. To our surprise, there was no staff member at the front desk throughout our time there until nearly 5 am. During this period, we witnessed an unsettling incident involving an individual without shoes or socks walking around the lobby attempting to find assistance.
This person, seemingly a guest, approached the front desk, where no staff member was present. To our dismay, the individual even took a few key cards from the front desk, apparently attempting to address an issue with being locked out of his room. The situation became more concerning when the shuttle driver had to intervene and located the front desk staff member.
What was particularly alarming was that the front desk staff handed the individual a room key without verifying any information. The guest provided a room number, and the staff member issued a key without asking for any form of identification or confirmation. This lack of security checks raises serious questions about the hotel's policies and procedures.
We are writing to express our concern