Background: Been SPG Platinum for 10 years, and HH Diamond for last 2. Hyatt has been my third chain and have been doing 2-3 stays each year till last year.

Earlier this year, I really liked the service at a couple of Hyatts and started giving them more business. Including 30 odd nights at a Hyatt Place during a consulting gig at a small town in the midwest (which has no higher end hotels!)


So earlier today I check in at a Park Hyatt. I had arranged airport transfers thru the hotel directly and those were messed up. Similar issues with check-in, including no expedited check-in, but check-in actually resembling Piccadilly Circus with no queue anywhere and staff running around in all directions. (I had a confirmed booking for a suite anyways, so no upgrade.)

Diamond F&B offering was a plate with 3 bite size mini muffins. No "B" in F&B.

Somehow all these issues added up and irritated me enough to mention this to the chap who checked me in. He just nodded his head and walked away! Later I tried contacting the hotel manager and the operator stated everyone was busy and/or in meetings. Later I tried again and finally got to speak to the GM after three attempts.

So if you are still with me after that long prologue , the GM after saying the standard "sorry to hear about this", went on to completely justify and defend his staff's actions by repeating that it happened because they were busy with other guests (be it at the airport, at check-in, or when trying to report issues etc.). Or that he had never heard of such issues being mentioned before!

And then, and this is where I got really peeved, he states rather disainfully that he has looked into my GP account history, and that my previous 30 nights stay was at a Hyatt Place (that I mentioned earlier) and whether do I have any Park Hyatt stays before and know what to expect! This really irritated me and I ended the conversation there after politely mentioning that yes I did know what a Park Hyatt is supposed to do and that the service at the Hyatt Place was actually better than this property. Oh, and for sake of completeness, after mentioning my account history the GM did offer whether I would like a "drink"!?


So, am I overreacting ,or was the GM justified in his commentary?