Originally Posted by
MikeFromTokyo
It's amazing that Hyatt has done so well with many of its high-end properties internationally, but they can't seem to get things right at very important domestic flagship properties like PH NY and PH Chicago, the latter of which is right under the nose of corporate HQ in Chicago.
"Rate integrity" (not discounting) only works if properties consistently offer added value in the form of excellent service. Upgrades are also an important part of delivering guest satisfaction. Clearly this hotel will have to start delivering a lot more if it wants to be regarded as a property of choice.
I was thinking I've been really hard on the Park Hyatt New York recently
Then I recalled some really great stays I had recently and one came to mind that clearly contrasted each other
I realized why my stay at PHNY tanked in perception>besides some of the fake nice and take what you get approach.
The Conrad in London
This was the failed InterContinental that converted into the Hilton portfolio late last year
The property while smaller in scale than many has a residential feel to it somewhat and rooms can be reached with reasonable speed.
Reminds me of the former Park Hyatt San Francisco only way newer more advanced updated
The Conrad like the Park Hyatt New York is considered a 5 star but truly feels like one.
The beds are marvelous plush elegant as is the lines and bed is reasonably comfortable medium firmness
the toilets are mounted to the wall (two of them in my upgraded suite) and the décor screams high end. Showers are awesome
The TV is floor to ceiling in extraordinary wood frames the nicest I have ever seen to date
When the TV is off it’s a giant mirror floor to ceiling
To begin with the Conrad is focused on requests of Diamond members’ preferences like complimentary suites or the largest rooms in house based on availability.
Sure one can pay up in advance to confirm there’s nothing wrong with that idea but the hard sell is over now that InterContinental has set off into the sunset.
When I examine why the IC failed it wasn’t so different than what the Park Hyatt is doing now
But there is a huge difference here Hyatt Gold Passport is a great oiled well run program and the Ambassador program is deeply flawed
and hasn't been overhauled in many many years
Amenity @ the Conrad was a gorgeous fruit platter with grapes and other assorted fruits fresh pineapple strawberries, house chocolates made by their pastry chef.
A bottle of wine and a complimentary bottle of Evian soft drinks delivered daily to the mini bar
A well written welcome letter from the GM says have it your way
•Breakfast ala carte or buffet or combination of the two
•Don't prefer the restaurant please go straight to the executive lounge and enjoy it there.Still not satisfied?
•Have complimentary room service anything you want however there is a £5 tray charge per morning
Still not satisfied have a combination of 4 breakfasts and go from room to room
Did I say I was on cash and points in London? That my calculated approx daily rate is at 300 approx dollars including tax?
The revenue per day was close to 500 dollars a day online
Understand why I think the Park Hyatt New York may be missing their 5 star mark approaching or exceeding 1k per night?