You're lucky you got a room at all. The Baltimore Hyatt consistently fills up 2 weeks out and I've been using my "guaranteed reservation" benefit often. I'd agree that the front desk staff is pretty mediocre - I always seem to get someone who's never seen the certificates either.

The funniest/saddest feature about the Baltimore property is that they have cards and signs EVERYWHERE from Robert Steele, the hotel G.M., asking you to call a special number if there are any problems. I receive one when I check in, one in a card under my door, and two more strategically placed in the room. The best part is when you call the line and they tell you that yes, they are here to help, but they can't resolve your problem, but thanks for calling (the last time I called I asked for a Wall Street Journal, which this "business" hotel at $270 a night does not offer!).

It's pretty sad when you have to walk over to the Renaissance on the way to work to get a morning paper. Maybe I'll ask for Bob Steele next time, if he's not too busy stuffing his business card under every door.