As previously mentioned the PHS VIPs diamond members. This means all staff in their team briefings prior to the shift are run through the names of all VIPs, including Diamonds, their room numbers, number of stays at the PHS, and Hyatts Worldwide. In theory it's to ensure that staff recognise you, unfortunately the reality is that only the managers do.

Sorry to heard you had such an awful stay. Perhaps send an email to Hyatt HQ?