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!
I agree completely with you Richard.
I have never been no-showed at any Hilton property, even a Hampton Inn, and I stay with Hilton more than Hyatt, around 75 nts/yr.
You are absolutely correct that this is a training issue with the night staff, and thus a serious management shortcoming that seems to be unique to HP.
For instance, I stay the the Hyatt Regency Irvine 10 times a year and often arrive at after 2 AM, yet I never have had to call them and tell them that I will be very late, and they never switch my room, no matter how late I get there.
I have also noticed that most of the HP night staff have no idea what a Diamond is--it is comical sometimes because they'll get some sort of screen prompt and then they will mumble something about thanking me for my loyalty while stuttering through the programmed text. I actually had one night clerk ask me to explain what a Diamond was. By contrast, I have stayed at HPs like the HP Denver Airport where the night staff is outstanding and well-trained.
Only about 30% of the time do I get a Diamond amenity at HP, but I really don't care there, anyway--although I should be asking for the 500 points because it does add up.