Originally Posted by
RichardInSF
Just another reason to avoid HP!
Most of the desk clerk/barmaid/waitress that are on duty at night not only don't treat elites well, they don't even know what an elite is.
I have found that Hilton Garden Inn (which I guess is roughly at the same level) has much better trained staff. It's not just a matter of these properties being cheaper, it's that Hyatt corporate management doesn't really care. Maybe that's good, it means they do care about the Hyatts that I spend most all of my time at!
There is a simple reason that Hilton Garden Inn has a higher team and quality standard than Hyatt Place typically There are strict guidelines at all Hilton Garden Inn properties. There are clear well communicated rules book at the front desk to follow for everything.
Management has clear financial incentives to get good guest staisfaction guest respect scores. More importantly for the guest if the property fails to satisfy the guest for any reason there is 100% satisfaction guarantee in place like Hampton Inn
That means the guest simply calls Guest Assistance opens a case and Hilton decides to do one of the following within 48- 72 hours.
Refund form of original payment by CC or check if cash
Return guest points
Offer a free night voucher good in any property worldwide good for one year.
Most properties will go to any extreme to satisfy a guest rather than end up with a negative service score and the loss of revenue
There is no incentive for Hyatt Place properties to perform well though many do. If the stay is good great if not tough luck better luck next time
every property will perform very differently based on the ownership management and very business culture of the property.
At Hyatt in recent years past it was a case by case basis and from the overall guest feedback I heard when cases were handled through Hyatt Consumer Affairs it was all below industry average standards.
I'm out of the loop if this has improved at all over the past year