Originally Posted by
TravelGuy1965
Many oddities starting at checkin. Quite disappointed overall as we enjoyed this property as one of our favorites when we lived in the bay area back in 2000 to 2005.
I'll describe more but am very interested if any other globists haven't received welcome cards at the hotel. The reason I ask is our suite upgrade landed us in a 'town house' with very poor views and a message on the phone that they no longer have the slippers available that we requested but will try to provide the other items. My hunch is our room could have been reassigned from a guest who checked in earlier and didn't like the room and we ended up with theirs since we checked-in mid evening. That would explain no welcome letter in the room. We did receive them at two other hyatts we stayed at in the last couple weeks.
At checkin there is a plexiglass window that is quite a bit larger than most hotels we have been at making it hard to hear the receptionist. They were sitting in a chair toward the wall and about 2 feet back. When I mentioned it was hard to hear them with the loud wedding party in the lounge they made no attempt to move closer or speak louder. I ended up having to bend down to put my ear near an opening at the bottom of the plexiglass. Then a couple minutes later a somewhat louder person comes up and interrupts asking for help in the middle of our checkin. The attendant went over to the side to help them... very odd as I've never had a checkin interrupted. It was only about 3 minutes since our checkin started. The person said they checked in online and just needed their keys. Still took half the time of our overall checkin. Both my wife and I are globalist.
I'll update the post with additional details/issues after checkout. They said the GM would contact me but we are now at day 3 of a 5 day stay and nada..Even potential safety issues that are raised with a broken fireplace door seem to be ignored.
I have a feeling that the new GM at this property (been there about a year or so) could care less about the hotel part of it (vs. the timeshare part) and Hyatt Globalists. He appears to be unresponsive to guests except for some bland "thank you" comments to reviews on TripAdvisor. After staying here for many years, we had a bad experience there last August. I've booked the property again for this August. If we have another bad experience with unresponsive management and a crummy suite, it will be the last time we will stay there. I am also curious about which company actually services the timeshares. Last time we were there someone told me that the timeshares are handled by Marriott. When I look up the G.M.'s name on LinkedIn, it shows he is an employee of Marriott Vacations as well as the G.M. of the Hyatt. So maybe this is why there have been a number of complaints from Hyatt Globalists about the Highlands Inn. Maybe it's not exclusively a Hyatt property.