Actually, I was confident that the high standards of training would not result in bitterness and emotions being shown to the customer, however several posts have proved me wrong already...
First of all, it is absolutely normal to be treated even better, when one is a loyal and returning customer. I expect a property to have a certain level of hospitality based on their ratings, however we all know that as a returning customer, especially at a Hyatt, one is normally getting a little bit more.
One should also not underestimate the food chain of the hotel industry...
As pointed out numerous times before, Hyatt did not operate a AAA 5 Diamond / Mobil 5 star hotel in the US so far whereas all Four Seasons were rated 5/5 with one or two exceptions that were quickly brought back to the usual standards. We all know that employees are hired based on their grades, qualifications and references, even more so in the hotel industry, so somebody who works at a FS believes that he or she is clearly superior to somebody who worked at a Hyatt...kind of Wharton MBA vs. UCLA MBA. Still very good, but not really as good as the other one...
If there are certain players in the travel history that truly believe that you get what you pay for, we have to add Four Seasons and also SQ to the list, Kempinski also gets very close.
The reason for customer loyalty is unparalleled service and not a loyalty scheme.
Being one rank above Hyatt in the food chain ( to a lower extent internationally ) certainly creates quite some problems here...
Newly comped Diamond members waving their interim cards demanding a suite will probably add insult to injury.
I posted some weeks ago that I was somehow relieved that Hyatt brought in an experienced GM, who can pride himself for running a pretty efficient trio of properties way up the coast, however he has to realise that those people need to be retrained asap or simply let go and if those reports are 100% accurate, this is already asking for at least a warning, because of detrimental conduct that is somehow staining the image of this new property...
Hyatt invested quite some money already to upgrade the Park Hyatt brand to the standards of competitors like FS, Taj or RC and I am still not really convinced, if the property should bear a Park Hyatt brand, especially since the infrastructure is already ten years old...and that in an era that has seen revolutions when it comes to room design and architecture...
I will be there in a couple of weeks, but so far I am already waiting for a reply from the tennis pro for three weeks...and even if he was in Wimbledon, he should be back by now...
