As a Diamond GP member I had gotten used to being treated well and up until now I had never had a reason to complain. I had made a reservation at the Hyatt Carlton Tower in London for 6/30-7/2. I had called the day before arrival and asked about getting an upgrade and was told there should be no problem. Upon arrival about 10 am on 6/30 I was told my room wasn't ready yet, (I assumed that would be the case) but I could leave my bags with the consierge. I said that would be fine as long as I got a "nice" room --showing my Diamond card. I came back about 3 pm and was given my room card. I asked was it an upgrade and they said "no", just a standard room (not even deluxe!). It turned out to be overlooking the car park, a small, smoking room, on the 5th floor (I had requested in my reservation, non smoking, upper level, with a view). I called down and was told there was nothing they could do as they were very full. I asked about my 'amenity', they said it would be delived shortly. I then went out for dinner, returning about 7pm. Still no amenity--I called down they said, "oh, it should be chocolates or something & it will be right there." I went out for a walk and upon returning found a few unwrapped pieces of chocolate and an airline bottle of Baily's was on the top of the tv. I then called the Sheraton Park Lane where I was to stay 7/2 & asked if I could arrive the next day. They said fine! I then called the desk at the Hyatt, told them I was leaving early & why. They said they were sorry and would inform the Manager.
The next morning I was up about 6:30 & looked out to get my newspaper and saw only about 3/4's of the rooms on my floor had papers in front of them. (To me an indication that the other rooms were empty!!)

The reason I had been so loyal to Hyatt in the past was I had always been treated well by them. This was the first time I was really dissappointed in their service and attitude.

PS- upon checking into the Park Lane the next day early (10 am)--my room was ready, I was given a beautiful suite, with fresh flowers, facing Green Park and a chilled bottle of wine was delivered before I unpacked! (I am a Platinum at Starwood).