Sunday’s night of wild weather left hotel guests in Mission Bay without electricity, heat and water.
Strong winds toppled over a tree near Mission Bay Drive and Quivira Road, knocking out power to the Hyatt Regency Mission Bay.
Kim Miller and her family were returning from dinner when they realized something was wrong.
"The hotel was completely pitch black. There was no emergency lights on, the room was totally dark, and it was actually kind of scary,” said Miller.
A gas line and main water line were also affected, so even when power was restored at about midnight, guests did not have water or heat.
On Monday morning, Miller learned water had been restored to a limited number of rooms, but hers was dry. She still had not heard anything by way of explanation from the hotel, she said.
"It's been a struggle. We're disappointed because we came to visit and obviously have a good time here in the hotel, and it's been very disappointing,” said Miller.
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She and her two children, a 2-year-old and a 7-month-old, decided to check with the desk about the situation and were told much of the hotel did not have access to restrooms or hot meals.
Portable toilets were brought in, and employees were serving cold food in the hotel’s restaurant. Miller said that brought up concerns about sanitation.
"If the employees can't wash their hands with hot water, I certainly don't want them feeding my 2-year-old fruit. It's like camping at this point," she said.
When she was in the hotel’s business center, she finally found a letter of explanation – which she said was not distributed to each room.
In it, the hotel manager said they are doing everything they can to work with the city and get water and heat restored to the whole property.
“While we understand how frustrating this situation has been to you as our guest, please understand that our primary focus has been on the safety of our guests,” the letter reads.
NBC 7 has reached out to the hotel manager, but we have not heard back.
Miller said the hotel could remedy the situation by compensating them for Sunday night’s stay.
