Almost perfect, except the missing bag
We stayed here from 18-22 May. Our first room was booked through Hotwire, which was a nice surprise given the price we paid. The second room was booked though a successful bid sometime later on Priceline's Name Your Own Price.
On the whole, the family was pleased with the stay. Among the positives,
- high floors for both rooms (8th and 10th).
- furnishings in very good condition, including the beds and bedding.
- breakfasts had enough variety over 3 mornings to satisfy everyone in our party.
- breakfast timings have lengthened. Perhaps in response to feedback such as that from @cdancer20. 9:30am on weekdays, 10am on weekends.
- I was able to get a coffee to go at 5:45am, and was further offered a couple of cinnamon rolls, even though breakfast officially started at 6am.
- Front Desk kindly loaned an umbrella, though they had no idea who it belonged to (this seemed like a positive at first, but on hindsight reflected something less benign).
Sadly, our experience was completely let down by a failure in service. On our final night 21 May, we decided to deposit four bags with the hotel and collect them a week later when we returned to DC. We left it in the good hands of Adonis of the Front Desk, who handed us four baggage tags, one for each bag. Adonis even checked with his Manager to confirm that this arrangement had been approved by the Manager (it was).
Of our four bags, only three remained in the hotel's possession a week later (30 May). Compensation was promised by Marcus Williams of the Front Desk after 90 minutes of my mother and sister searching in multiple storage rooms with the service staff. Mr Williams also quipped, perhaps a little too candidly for our comfort, that luggage loss has been an occasional mistake.
Despite multiple emails with Operations Manager Andrea Kittles subsequently, there has been no resolution, let alone any offer of the promised compensation. Responses have been hard to elicit, though we have been told that the security cameras do not reveal anything. In Ms Kittles' last email, she asked for a Hyatt Gold Passport account number, which was duly furnished, but the email chain died henceforth.
On a side note, while the GM Wes Santos has been copied in the emails, the silence from his end has been quite pronounced. Not quite the promptness in the early days, which @carsnoceans had pointed out.
Hyatt Gold Passport has also remained quiet, despite being copied in the final email to Ms Kittles.
The mishandling of the luggage and its loss has been disappointing and almost too inept to trigger anger. Instead, I am left with a sweeping sense of bewilderment.