Originally Posted by
Windward Side of Life
That's absurd. GP T&C's state: "In Hyatt hotels that do not have a Regency Club or Grand Club lounge, daily complimentary full breakfast (tax and gratuity included) will be provided to the member and each guest registered in the room, maximum four (4) people."
When we were at the Palm Springs Suites last year we were blocked into a VIP suite (2 BR; 5 beds and a pull-out couch) as I contacted the hotel before our arrival and asked them if they had a room to accomodate 7 (yikes!). We were on a trip to Disneyland for our daughter's birthday and had our children and a few of her cousins along. Not only did they give us the suite gratis but they gave us 7 breakfast coupons, which I felt slightly awkward taking and which did not all get used.
If this is hotel policy then it is new and it is not in line with the program T&C's. Though the Palm Springs Suites can be a hit or miss hotel, we have received very good service there on the multiple one-night stays we've had there the past year or so and they have even gone above and beyond on some occasions such as the one mentioned earlier.
I spoke to a different FD agent later in the evening (via phone call) and they said they have "issues" with not everyone at the hotel applying the Diamond rules/benefits in a uniform matter. He was very nice and said he would have security slide some additional breakfast coupons under my door. When I woke up in the morning, they were not there, so I had to go to front desk and have a conversation with another FD agent and after explaining what happened, we were granted the additional coupons. Bit of a hassle, but no big deal. Breakfast was fine- about average, same as every other hyatt, etc).
Off the menu, since buffet is only on weekends.
Rest of stay at hotel was overall pleasant except for a few issues.
The pool water did not seem "right" in terms of the quality. It has a somewhat salty and almost "dirty" feel to it. It felt, to me, like the water is not being filtered correctly, etc. It is not that large of a pool and that might be part of the problem. There must be something that can be done to that pool water!
Issue number two...The hotel offers a courtesy car within a 3 mile radius. After walking to dinner at a restaurant several blocks away, I called the valet to arrange for a pickup at a designated time from my location (as my friend did not want to walk back due to back pain). Gave the valet guy the time and my cell number, in case of any problems, etc. At the agreed upon time, the valet was not there. I gave him 15 minutes and then called the hotel and they said "oh- he hasn't left yet, etc. sorry- he will be leaving in 15 min". Well, upon hearing this, I was kind of miffed because I did not get a call stating he was running late and I was being told it would be another 15 minutes at least. After a total of 45 minutes waiting, my friend and I took a cab back to the hotel. The courtesy car was still parked out front!!! No phone call, no apology from hotel, etc...So my friend, who was pretty ticked, call the FD and after a short conversation, we were offered a $50 credit upon check-out, which I though was fair (since we had paid about $10 for a taxi) and had that long wait.
Final issue, trying to checkout and make sense of my bill...
My room rate was a pre-paid non refundable rate for the two nights. No problem with that part. When I made the reservation, I was offered one of those "E-upgrades/options". I picked the one that gives you $50 F&B credit for $30 paid upfront. When I checked in, I was told "E-option was granted". So therefore I am thinking "great, got $50 F&B credit to spend". I only charged about $60 F&B total to my room, so upon checkout I am expecting to be paying the $30 charge (for the $50 credit) plus the difference, which should have been like $10 more, for a total of about $40.
Since my room & tax was pre-paid, and I charged nothing else besides my $60 worth of F&B, I was expecting to just owe this $40 at checkout. And since I was being given a $50 courtesy credit for the valet issue, I should have a NEGATIVE balance at checkout or at least a Zero balance (which I would have been happy with).
Needless to say, my folio printout was so wrong I almost had to laugh.
There were charges for the 2 nights (even though I had PREPAID room and taxes). I was charged $30 for a room upgrade (which should have been the $30 for $50 F&B charge), which is crazy since I am a Diamond who would never pay for an upgrade in advance
. There wasn't the $50 F&B credit, which should have been on there since that is what I signed up for using the e-option. The bill said $312!! Should have been ZERO!!!
The FD manager on duty was very nice and tried to clear things up but I don't think she was following the math correctly. I left the FD with 3 different copies of my ever-changing folio, knowing that once the charge(s) hits my credit card in a few days, I will have to call the hotel and/OR GP desk to fix things once and for all.
And for a final laugh, the points posted to my account already but they are so off (not in my favor) that I don't see how they came to that figure!!
Is it that hard to offer a correct bill? And don't offer e-options to guests if you can't bill for them correctly. I think some guests, who aren't paying attention, might be getting overcharged!!!
