I’m in Melbourne right now, and yesterday I stayed at the Park Hyatt, which was pretty stunning and a very decent Park Hyatt. Today, I’m at the Grand Hyatt Melbourne and when I checked in the Club Lounge, the “upgraded” room I received seemed very standard, both to me and a friend who was staying with me. Perhaps it was the higher expectation that was set coming from the Park Hyatt. Obviously, I know that the Park Hyatt a “step” higher than the Grand Hyatt, but the room I received seemed quite small, and not the upgrade that Hyatt Diamonds are supposed to receive, which is the best room category, not including suites (although suite upgrades sometimes do happen).
I don’t want to seem entitled (perhaps I seem like it) but I have no problem with requesting the rooms that the explicit terms & conditions of the loyalty program permit as a top-tier elite member.
So I tweeted Hyatt, with no expectation of anything except to clarify the issue. The resulting chain of events was very impressive. Hyatt on Twitter contacted the hotel for me, and then the assistant front office manager, Mahak, personally stopped by in the club lounge and resolved any questions I had. She in detail explained the different hotel categories and the upgrade process for Diamond guests while actually listening to my thoughts and being polite, genuine, and understanding. The chat we had was VERY impressive and much better than any standard form apology email/tweet/DM/letter that I’d think other hotel chains or properties *hem SPG hem* would give. Even though I do use points to maximize my travel dollar, I didn’t feel like a second-class guest and I was just extremely impressed by the way Hyatt addressed the issue.
I think at the end of the day while hotel properties can be stunning, it’s really the people that make your experience (very much similar to flights). The way Hyatt delivered in addressing the service matter was extremely impressive. They have one of the best elite programs, valuable points, a good selection of properties, which I’m just totally in love with.
Have you had similar experiences?