Originally Posted by baser1000

I checked in here today for three nights and I'm really disappointed with their customer service.

First and foremost-it's a newer property with great, relatively clean, comfortable rooms and newer furnishings. The pool looks nice, the lobby feels comfortable, and basement-level parking was easy.

There was no mention of Globalist status upon check-in, nor did they offer water. In fact, the front desk representative who checked me in pointed out to me that I booked a "basic room" and that's what she made my key for: a king "den guestroom." After going to the room and then immediately looking at the Hyatt app, I confirmed that the property showed availability of their "studio kitchen suite," "one-bedroom kitchen suite," and "executive corner suite." I then went back to the front desk to request an upgrade to one of these significantly larger and (what I feel are) better rooms.

My conversation with the front desk manager was awkward, to say the least. She was also dismissive. At one point, the front desk manager loudly called housekeeping on her radio and told them that a "guest is requesting a free upgrade" and asked if they have other room types available. She offered one, but not with a king bed. She wasn't communicating very well at all, so I ultimately asked if a General Manager was available. She told me he's out running an errand and is not available, but I reached him immediately myself after she gave me his business card.

Here's what surprises and disappoints me about the GM, Paul Medawar. Mr. Medawar insisted to me that rooms in Hyatt properties only offer Globalists a one category upgrade for rooms; for example from a standard room to a standard room on a higher floor, or a standard room with a preferred view. He insists that he is “constantly reminded” by Hyatt of this, and that Hyatt absolutely does not upgrade Globalists to any type of suite unless you book only one category under a suite. With reluctance and after over one hour of waiting from 4:00pm until 5:30pm, he had a one-bedroom corner suite cleaned for me to check into, but he reminded me three times (and in different ways) that this is their “highest tier of room.” At one point, he even told me he means “best room” and not a “high elevation.” He wasn’t joking. Another time during our conversation, he even complained to me that he’s been “running around sweating for an hour” to “figure this out for me.”

When I clarified to Medawar that the Hyatt Terms and Conditions clearly explains that upgrades for Globalist members are to the best available room at time of check-in and including standard suites, he replied that he’s “very familiar with the terms and conditions,” that my information isn’t accurate, and that he “will not argue with me.”

I completely understand and appreciate such upgrades aren’t always possible, but this issue seems to go much beyond that. I also ran into this same upgrade discrepancy at the Hyatt Regency Westlake in March, where the GM insisted that Hyatt doesn’t provide upgrades to suites for his particular property because “all properties set their own rules.”

I wouldn't be so upset if Medawar didn’t talk down to me, if he apologized, if he valued my time, or even simply accepted responsibility for this.

I have since sent my Hyatt Concierge a note about this, asking her to clarify this benefit. I'm also going to check-out tomorrow and book elsewhere for my remaining 2 nights.