Originally Posted by SMK77

Hyatt's GM has reacted to customer feedback and one of his answers is published on VFT.de. Rough translation:

Dear Mr ABC,

Thank you for taking your time and sharing your constructive feedback with us. We would like to share the following with you:

The new Grand Suites, designed by New York star architect Tony Chi, were created to become an additional offer based on their high-end interior and design. We have seen higher demand for two room suites and are now offering additional inventory. Like all two room suites, our Grand Suites are offering King Size Beds, luxurious marble bath rooms, rainfall shower, floor heating, flat TV, Nespresso machine, open bar and free wifi.

"Grand Suites" are now our first rooms falling under the two room suite category and hence the classifications were changed. I regret that the information about this new classification was not up to date on our webpage.

We value fair and consistent communication as we understand how important this is for our guests, especially in light of different booking portals and channels. Unfortunately, we have failed to meet our own goals in this instance.

We should have checked your booking before your arrival and we should have, at a minimum, offered you our "Grand View Suite". I agree that it is not up to our guests to sort things out. We have emphasized this point in all internal meetings in the past couple of days.

Rest assured that I have learnt my lesson and together with my colleagues I will work hard to avoid similar situations in the future.

Kind regards,
Fred Hürst
Area Vice President Hyatt Central Europe
General Manager Grand Hyatt Berlin