Hyatt Dumbass report

[misangela.livejournal.com]

Does anyone else think that the Hyatt checkout was even WORSE this year than previously?

I thought it couldn't get any worse! ARGH!

At least in the past you could take your 500# of crap to the bellhops and they would schlep it downstairs or you could do it yourself and pick it up at the street entrance later. But this year they wanted YOU to schlep your OWN crap down to the bowels of the International tower, THEN go BACK down there get it yourself to bring it to the front for load out! WTF?

I swear, what is WRONG with these ppl? This year there's a new front of the house guy, that annoying tall dude named Mohamed. When we pulled up to check in, he cheerfully informed us that we'd probably not have a room - which of course led to me threatening to KILL HIM on the spot. THEN when the stupidity of bag storage/check out came up, I had the joy of trying to communicate with him, a non english speaker, AGAIN! He had no frelling idea what I meant when I said "drive my car to the side street and pick up my bags". He kept saying, "oh, NO, that is illegal!". I said, "Excuse me? Driving my car to the doors of the storage area to pick up my bags is ILLEGAL?" To which he says, "What? Oh, I am talking about the CARTS! Letting you borrow a bellhop cart is illegal." I said, "NO, I SAID C-A-R-S, AS IN AUTOMOBILES? I don't want your stupid CART!". He said, "Oh, I don't know anything about that". I said, "Yah, I can tell!". Jeebus.

The Hyatt has the best overall customer service of any hotel I've ever stayed in, but the buffoons that run the front are just sad. That Mohamed guy not only cannot understand english, but he is completely clueless about anything to do with the Con. Do these people not have training? Having a 10 minute conversation only to find out that the asshat you've been talking to has no idea what you're saying is SO FRUSTRATING! Why do they hire such obvious incompetents? And when they do, why do they not TELL THEM ABOUT DRAGONCON AND WHAT HAS WORKED IN THE PAST? The bag pickup from the street side of the ballroom was brilliant. You pull up, get your crap, stuff the truck and drive away. What is so frelling difficult to understand about that? I made it a point to walk by there as I went to get the truck and sure enough, the street was empty and the doors closed. What a bunch of absolute morons. BAH. The wait for a bellhop was 2+ hours this year, which was as bad or worse than last year. Are they going to fix it or what?

Yes, yes, calls are being made and emails being sent, but for frell's sake, I've stayed there for 5 years!! And they are getting worse rather than better. The Con seemed to run better this year overall than it ever had, other than that moron Mohamed stirring ppl up for no reason, but they still cannot for the life of them figure out how to get ppl checked out, store luggage and then allow luggage pickup.

So, that's my 2¢ about the Hyatt. They totally rawk for service when you're there, but gods help you for check in and out. Checking out is the 9th ring of hell.

Comments

[alladinsane.livejournal.com]

no doubt mostly newbies...hotel staffs have massive turnover(though I did meet one Bell Desk Manager at the Hilton who was there back when all of D*C was in the Hilton...

and of course the Hyatt was the only one of the three main hotels who told FEMA "sure you can have all those rooms for Ernesto"...sure you can trust FEMA to be gone on time....karma's a bitch when you end up with empty rooms at a con you're hosting...

[reddheart.livejournal.com]

If this was the same guy that was at the front when we left at about 5 AM Monday morning? Oh. My. God.

We'd scheduled a cab for 5:10 AM. They called us early, about 4:50. They said they were out front. Well, yes, early, but hey, we were out of our room so we weren't too worried.

We go outside and there was no cab. Odd. So we go to the guy up front and ask him whether the cab come up to the front or elsewhere.

"We'll call you a cab," he tells us.
"Um, we already have the cab and it says they are here. You don't have to call us a cab."

He kept insisting that he'd call one, and WE kept insisting that we HAD the cab, it just was in the wrong place. I swear he didn't seem to believe us until the cab finally came around from wherever it had gotten lost at.

I was tired, cranky, and short on patience.

[misangela.livejournal.com]

Darling, could you please send an email to the Hyatt with this story? They need to do something about this guy. I sent my email last night.

Please just copy out your post above and send it to this email address:
qualityatlra@hyatt.com

This will help everyone have a better Con next year!

Thanks!

[enchant.livejournal.com]

my suggestion, when you get into a situation where there is blatent incompetance by a national company... write a letter to the management of the hotel. Go to the website, choose investor relations, and find the email address of the VP of X or Y (choose customer relations first).

You might get a free stay out of it, if you complain load enough, and elequently enough.

try here: http://www.hyatt.com/hyatt/about/contact/email-stayfeedback.jsp
or To contact Hyatt Consumer Affairs, call 800.323.7249

but always use the magic words: "Can I speak with your manager". That ususally does the trick.

also pop a copy to

What is your corporate address?
snail mail
Hyatt Hotels Corporation
Hyatt Center
71 S. Wacker
Chicago, IL 60606

[misangela.livejournal.com]

Thanks, hon, but I know all about how to handle these situations. There's a reason I had a comped suite/room THIS year. The Hyatt screwed up badly LAST year and gave me free stuff to make up for it.

I'm a professional complainer, but I feel it's necessary to force companies to be responsible for stupid errors that could have EASILY been avoided.

I will email the other poster, tho, and have him/her send an email to the q/a ppl at the Hyatt.

Thanks!

:-)

[electricsoup.livejournal.com]

we actually had the best experience with the hyatt in our 5 years of staying there this year than in any other year. sorry to hear about your troubles!

[misangela.livejournal.com]

Yah, you know, the service once you're in is fan-fucking-tastic, it's just LEAVING that makes my teeth itch. Every year it's this big deal when all they have to do is stow the luggage and allow ppl to pick it up at the door. Easy.

The Hyatt really does have great service in general, but the front of the house is uneven and shaky at best.

[electricsoup.livejournal.com]

leaving for us was perfect actually, for the first time. we called the bellhop at 9am, they brought down what we had and let us put it in the car and reparked.

what time did you try to go? later seemed to be the disaster of years past, but the earlier attempts worked out great for us.