I agree with neuro0. Your past stay history should have nothing to do with your current stay. You were staying at Hyatt hotels anyway. The brand makes no difference. Talk about profiling!

The question about if you know what to expect at a PH is dumb too, especially if he looked at your history. If he doesn't like HPs and someone is complaining about the lack of service at his PH, one would think the red flags would go up. Instead, he looks at your history and asks if you know what to expect. I expect more, just as I'm sure you did. In my opinion, the GM's response made him look worse.

I would advise not to bail on your Hyatt Diamond status just because of this one property though. There's always going to be a bad egg somewhere.