La Puente City Hall

I had a terrible experience with their airport shuttle service; I even had to pay for an Uber just to make my flight on time. At the front desk, I was told to be in the lobby by 8:30 AM at the latest. I arrived at 8:20 AM and went to the shuttle, only to be told by the driver that he wouldn't take me because I was "late" (I was in front of the vehicle at 8:25 AM) and the shuttle was already full. When I returned to the front desk, their only suggestion was for me to call a taxi. I explained that I was just passing through (I live in Australia) and only had a data plan, so I couldn't make local calls. It ended with me having to call and pay for an Uber to get to my flight on time. I asked the front desk staff where the Uber could most easily pick me up, but they gave me incorrect directions; I had to drag my suitcases across the lawn to a far corner of the hotel property where the Uber was waiting. I am sharing this because I have a disability (I had a liver transplant in 2024) and cannot walk or carry luggage over long distances. I had relied on the hotel's shuttle to get to the airport, but given my condition, the situation caused me nothing but stress, pain, and a very bad impression. This is the first time I’ve had a bad experience with Hyatt; I still consider it a great hotel brand—I’ve been very happy staying at their properties in Asia, Europe, and Mexico. I would still recommend the brand, but I would advise against relying on the shuttle service at the Hyatt Place LAX