Hyatt customer service

[scifisambam.livejournal.com]

So ive been calling the Hyatt once a day and talking to in house reservations. Everything,e I ask them to check to see if anyone has cancelled they tell me no and I feel like they don't even check. Has anyone else had any luck with getting a cancelled room? Specifically at the Hyatt?

Comments

[sophiecabra.livejournal.com]

Yes. Their names are Patricia and Tori and they are very, very poor at the whole concept of "customer service" one member of my D*C party was spicifically told by Tori (the MANAGER) that checking to see if there were open rooms was a "waste of [her] time". Word for word.


I wonder what her job actually IS? I will be filing a complaint with Hyatt Corporate.

[sparr0.livejournal.com]

The room is going to be filled come con time, regardless of how much time Tori invests in WHO gets the room. So, if you don't have the room, you aren't her customer.

[sophiecabra.livejournal.com]

Please tell me you don't work in customer service. :P

[sparr0.livejournal.com]

We aren't talking about customer service. We are talking about sales. Until you have a reservation, you aren't a customer, you're a potential customer. The motivating forces behind a salesperson and a customer service rep are very different, especially in this situation where Tori can't sell you anything, but she CAN sell something to the next person that calls.

[sophiecabra.livejournal.com]

As someone who used to work in customer service, can't do anything by scratch my head at that logic. With an attitude like that, I would have been fired, sadly. Customer service and sales are 99% of the time the same thing.

So, yes. We ARE talking about customer service. It's is a /service/ to sell and promote products.


I'm not going to have some internet fight with you about it, but let me just end my half of the argument with the fact that Patricia's job is "In House Reservations". So to think that looking up cancellations and reservations is a "waste of her day" is the most deplorable customer service AND sales service I have ever heard of in my life. Potential customers are very important to companies and insure future and especially near future sales. I've never had a job where I was told I could be a complete ass to a potential customer just because they hadn't bought something yet.

[trybutez.livejournal.com]

I take your point... but, this is that rare situation where you need them more than they need you. Ask yourself, honestly, how far would their customer service have to slip before you would walk away?

The fact of the matter is, there are so many people clamoring over so few rooms that we'll gladly let them abuse us for one. Look at the crap we put with in regards to Passkey.

[dragoncondude.livejournal.com]

Sorry you are having this problem. I had better luck/customer service. I was only able to get Fri-Mon originally so in may I started calling the 800 number once a week and finally was able to get Thu night. The folks I talked to were very helpful each and every time. I finally got lucky and got the room in May. The number I called was 800-492-8804. Keep calling, I hope you get lucky.

[eidolon-bird.livejournal.com]

A few people on the reservation transfer list have contacted me to say they were able to get a room by calling the Hyatt, so it has happened.

If you don't want to deal with customer service and you know the group codes, you can also try checking the Hyatt's website.

[fluffydragon.livejournal.com]

Seconding the website check. It also may not hurt to call the Hyatt company's number and complain to them about management at the hotel.

Secondly, you won't get the DragonCon rate on a cancelled room, so be aware of that. The people at the Hyatt in Atlanta, when you call, are probably thinking that you're asking for a DragonCon rated room that was canceled, which they pretty much won't have any of.

[dianne-the-geek.livejournal.com]

This is false. The Marriott is the only hotel to my knowledge that won't put rooms back at the con rate. The Hyatt certainly has resold cancelled rooms at the reduced rate in years past.

[fluffydragon.livejournal.com]

I was not aware they re-release rooms at con rate- that's awesome and good to know

[dragoncondude.livejournal.com]

"Secondly, you won't get the DragonCon rate on a cancelled room, so be aware of that. The people at the Hyatt in Atlanta, when you call, are probably thinking that you're asking for a DragonCon rated room that was canceled, which they pretty much won't have any of."

Definitely agree. I would ask for any room they might have available and go from there. When I got the Thursday night my rate actually went up by $17, but that was worth it to me.

[sparr0.livejournal.com]

Do you really think they need to check? If someone cancels, everyone at the front desk will know immediately, and the room will get filled by the first eligible person to request it.

[wettermark.livejournal.com]

If someone cancels, everyone at the front desk will know immediately

??? why are you assuming this? they have other stuff going on. I really doubt the entire hyatt front desk staff is constantly poised to deal with dragoncon issues at every moment.

[sparr0.livejournal.com]

I suspect 50% of the calls they get every day are dragoncon related at this point in the year. If it's anything like the last hotel I worked at, there will be a postit note on the wall for any openings, and no postits means no openings.

[robyn5201.livejournal.com]

I called the Hyatt direct daily too. Finally in May they found one for me. It is a king bed and the rate is not the DC rate but I will have to make due. Beggers can't be choosers, right?