I will never stay at the Hyatt again - i am so tempted to post this on as many sites i hope no one has to go through what i have with the Hyatt.
It is disappointing that the Melbourne Park Hyatt treated my husband and i in this manner. I hope that by posting this it saves some consumers spending their hard earned dollars and being treated with disrespect.
See the letter i sent to them...you would think they would at least respond within 24 hours with something like "we will get back to you shortly". AND, i copied the marketing manager on the email - she clearly did not care about my complaint!
Good evening,
I would like to make a complaint about my recent visit to your hotel on XXXXX XXXX 2011.
I was staying at your hotel as part of a (very) large group that was attending a wedding within your hotel on xxxxx 2011. Firstly, when we made our booking with your reservation’s team months prior we indicated we wanted an early check-in. My husband was advised that this was not a problem – for a 12pm check in (as the wedding began at 2pm).
The day prior, when I was visiting the bride in the hotel, I re-confirmed this with your front desk and they advised that the hotel was fully booked however we should arrive before 12pm so that they could accommodate us. Upon doing this on the Saturday, we were turned away as it was too early and no rooms were available". I was completely shocked that your hotel had not planned for our arrival – and at least 10 other parties – given we had made prior arrangements/.
Thankfully, the bride and groom’s room was LARGE enough to accommodate us and our belongings until we could have access to our room AFTER 1pm!
To add to my disgust, that evening I requested a late checkout – 12pm on Sunday - given we were planning to celebrating post the wedding in your lobby lounge?. Your front desk manager gave me a stock-standard line that could be expected at a 2 star hotel, “Sorry we cannot accommodate your request”|.
I am completely shocked and disgusted by the treatment of your hotel to my husband and I who were also attending our BEST FRIEND’S wedding! I travel quite frequently with my job and visit many hotels globally and have never been treated so poorly,. Currently I am in HK and have just experienced such amazing service at the Icon Hotel that I thought I must send you this email to express my thoughts of the entire management of the situation..
I will NEVER choose to stay at your hotel again, nor will I opt to stay within your chain when travelling on business.. I would much rather stay at a lower class than give you more business than you deserve!. I am also not surprise to hear that the local tourism business if suffering if this is the calibre of service you deliver!
SO THIS IS WHAT THEY SENT BACK TO ME:
Nothing!
12946df
It is disappointing that the Melbourne Park Hyatt treated my husband and i in this manner. I hope that by posting this it saves some consumers spending their hard earned dollars and being treated with disrespect.
See the letter i sent to them...you would think they would at least respond within 24 hours with something like "we will get back to you shortly". AND, i copied the marketing manager on the email - she clearly did not care about my complaint!
Good evening,
I would like to make a complaint about my recent visit to your hotel on XXXXX XXXX 2011.
I was staying at your hotel as part of a (very) large group that was attending a wedding within your hotel on xxxxx 2011. Firstly, when we made our booking with your reservation’s team months prior we indicated we wanted an early check-in. My husband was advised that this was not a problem – for a 12pm check in (as the wedding began at 2pm).
The day prior, when I was visiting the bride in the hotel, I re-confirmed this with your front desk and they advised that the hotel was fully booked however we should arrive before 12pm so that they could accommodate us. Upon doing this on the Saturday, we were turned away as it was too early and no rooms were available". I was completely shocked that your hotel had not planned for our arrival – and at least 10 other parties – given we had made prior arrangements/.
Thankfully, the bride and groom’s room was LARGE enough to accommodate us and our belongings until we could have access to our room AFTER 1pm!
To add to my disgust, that evening I requested a late checkout – 12pm on Sunday - given we were planning to celebrating post the wedding in your lobby lounge?. Your front desk manager gave me a stock-standard line that could be expected at a 2 star hotel, “Sorry we cannot accommodate your request”|.
I am completely shocked and disgusted by the treatment of your hotel to my husband and I who were also attending our BEST FRIEND’S wedding! I travel quite frequently with my job and visit many hotels globally and have never been treated so poorly,. Currently I am in HK and have just experienced such amazing service at the Icon Hotel that I thought I must send you this email to express my thoughts of the entire management of the situation..
I will NEVER choose to stay at your hotel again, nor will I opt to stay within your chain when travelling on business.. I would much rather stay at a lower class than give you more business than you deserve!. I am also not surprise to hear that the local tourism business if suffering if this is the calibre of service you deliver!
SO THIS IS WHAT THEY SENT BACK TO ME:
Nothing!
12946df
 Comments (4) |
| 1. Written by Marriott Representative on April 25, 2012 from omaha, nebraska, US I work in reservations for Marriott, and an Early Check in is a REQUEST; so is Late check out. It's based upon availability. Sorry they were unable to kick out another paying guest to accommodate you. Or tell another paying guest their room wasn't ready due to the fact you had to stay 2 extra hours. |
| 2. Written by clare on February 23, 2012 from london, england, UK Oh my God. Q) Worlds biggest overreaction? A) Yes. |
| 3. Written by anon on January 18, 2012 from calgary, alberta, CA That's it? You couldn't get an early check in or a late check out, and you had to write a bloody novel on the subject? It's unfortunate yes, but these things happen in a busy hotel. If I was that manager, I wouldn't have responded either. Sometimes hotel's aren't able to accommodate special requests, it's not that they don't want to, but sometimes circumstances don't allow it. MOST mature adults realize this. |
| 4. Written by Pulltype on January 10, 2012 from moscow, idaho, US Your early check-in request was probably ruined by the previous guest's late check-out request. You are trying to have it both ways. Please do not call my hotel for a reservation! |
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