What is appropriate compensation? Bad service at Park Hyatt Washington.
Aug 12, 2013, 1:46 pm
#31
Join Date: Apr 2004
Location: BOS
Programs: Marriott LTG, HHonors Diamond, Nat'l Exec
Posts: 3,581
For what it's worth -- I just completed a stay at this property (Fri-Sun) and arrived in my assigned room to find the air conditioner partially disassembled. Maintenance had apparently started doing something to it, then left the room without completing the work. The room was about 85 degrees by the time I arrived, so it had clearly been offline for a while.
The guest service agent contacted maintenance when I called down; they were apparently aware of the situation and sent someone up promptly to fix it. No alternate room was offered, and it took about an hour for the room to cool back down -- but I had no further issues after that.
In any case, there appears to be a communications issue between maintenance and the front desk at this property. I was a bit taken aback that a property of this caliber would assign someone to a room in that condition -- and was a little surprised that no gesture was made to apologize.
The guest service agent contacted maintenance when I called down; they were apparently aware of the situation and sent someone up promptly to fix it. No alternate room was offered, and it took about an hour for the room to cool back down -- but I had no further issues after that.
In any case, there appears to be a communications issue between maintenance and the front desk at this property. I was a bit taken aback that a property of this caliber would assign someone to a room in that condition -- and was a little surprised that no gesture was made to apologize.
Aug 12, 2013, 1:59 pm
#32
Join Date: Nov 2010
Location: Planet Earth
Programs: | *G | STE | HGP ♦ | SPG Au | MR Au
Posts: 3,772
....In any case, there appears to be a communications issue between maintenance and the front desk at this property. I was a bit taken aback that a property of this caliber would assign someone to a room in that condition -- and was a little surprised that no gesture was made to apologize.
There were other bigger issues during my stay, so I let this slide when I talked to management.
Aug 12, 2013, 3:27 pm
#33
Join Date: Nov 2011
Posts: 134
When I ordered room service, I was informed the soup of the day was corn soup. When it came to my room, it turned into spinach soup. This communication issue isn't new to me.
There were other bigger issues during my stay, so I let this slide when I talked to management.
There were other bigger issues during my stay, so I let this slide when I talked to management.
Aug 12, 2013, 3:29 pm
#34
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
I fully agree with the above. I would have been put off as well if I had to tolerate repair people in my room for 3 hours. If they could not have fixed the problem, then move the patron.
However, with that being said, I have stayed at this Hyatt numerous times and I can safely say that if this stay was during the week, then most likely it was sold out (given its location to Capital Hill). So the GM probably did not have any rooms to move the OP to.
He should be compensated generously for forking over a huge amount of money for a room with was not 100% ready and not being able to use it due to workers being in it for an extended time.
I'd get on the horn.
However, with that being said, I have stayed at this Hyatt numerous times and I can safely say that if this stay was during the week, then most likely it was sold out (given its location to Capital Hill). So the GM probably did not have any rooms to move the OP to.
He should be compensated generously for forking over a huge amount of money for a room with was not 100% ready and not being able to use it due to workers being in it for an extended time.
I'd get on the horn.
Aug 12, 2013, 3:50 pm
#35
Join Date: Nov 2010
Location: Planet Earth
Programs: | *G | STE | HGP ♦ | SPG Au | MR Au
Posts: 3,772
The soup had a lid on it, so it wasn't until after he left that I found out. Because I was very sick that day, just wanted something warm and to sleep it off. On the flip side, bad as things were, there were some real good things about the hotel. Like the generous suite upgrade (1000+ sq ft), and the blue duck was really top notch in my experience. Food wise one of the best Hyatt I've dined at in the US so far. I'd return to the hotel if I visit the DC area without question because of those two aspects.
Aug 12, 2013, 7:04 pm
#36
Join Date: Nov 2011
Posts: 134
The soup had a lid on it, so it wasn't until after he left that I found out. Because I was very sick that day, just wanted something warm and to sleep it off. On the flip side, bad as things were, there were some real good things about the hotel. Like the generous suite upgrade (1000+ sq ft), and the blue duck was really top notch in my experience. Food wise one of the best Hyatt I've dined at in the US so far. I'd return to the hotel if I visit the DC area without question because of those two aspects.
Aug 13, 2013, 4:38 am
#38
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
Park Hyatt Washington is as good as it gets in the US, when it comes to Hyatt.
Aug 13, 2013, 5:58 pm
#40
Join Date: Nov 2011
Posts: 134
Fear not. PH Washington is "as good as it gets in the US" so my expectations for them are much higher than a cat 1-5 property. Issues like the ones mentioned, in my opinion, were not handled with a high level of attention to detail and an above standard of service. I have stayed at lower level Hyatts that have handled similar issues to my satisfaction with little to no prompting from me.
Aug 13, 2013, 6:16 pm
#41
Join Date: Feb 2012
Location: PHX
Programs: AAexp, AC75k, HertzPC, NationalEE, Accor/MariottP, Hilton/HyattG
Posts: 3,614
When I had issues in a Park Suite, they confirmed with me mulitple times when I was going to be away, and fixed the issue while I was away.
Aug 13, 2013, 6:27 pm
#42
Join Date: Nov 2011
Posts: 134
^ this is the type of compensation that I would be expecting for paying for a suite like that in a hotel like that. Impressed with Hyatt and Gold Passport as usual!
When I had issues in a Park Suite, they confirmed with me mulitple times when I was going to be away, and fixed the issue while I was away.
When I had issues in a Park Suite, they confirmed with me mulitple times when I was going to be away, and fixed the issue while I was away.
Aug 13, 2013, 6:35 pm
#43
Join Date: Nov 2010
Location: Planet Earth
Programs: | *G | STE | HGP ♦ | SPG Au | MR Au
Posts: 3,772
Had it for breakfast 5 days in a row and loved it each time.
Glad to hear GPC did right by you. ^
Aug 13, 2013, 7:51 pm
#44
Join Date: Sep 2012
Posts: 212
My room at the Hyatt Regency in Boston -- a suite -- was not cleaned when I returned to the room at 5:30 pm. We had to wait in the lobby and bar until near 7 pm before we could go back to the room and get ready for the evening. We were compensated 10K points, but I had to email Gold Passport to get it.
Aug 14, 2013, 7:03 am
#45
Join Date: Jun 2011
Programs: Hyatt dia
Posts: 64
What hotel GM in his right mind would possibly approve of a maintenance team doing a multi-hour repair in a guest room during a stay? And it's a suite at a Park Hyatt, no less?! Completely boggles the mind. I can't imagine what is going through the heads of the management team there.
Even in the case of an emergency, they should inform the guest and proactively make accommodations - a permanent room change or make an alternative room available during the maintenance time. For a non-emergency situation, it's just inexcusable.
Even in the case of an emergency, they should inform the guest and proactively make accommodations - a permanent room change or make an alternative room available during the maintenance time. For a non-emergency situation, it's just inexcusable.
I have stayed at PH DC before and it was top notch. The bike valet program is ace and will certainly stay at this hotel again when I return to DC.