Originally Posted by
kutzsche
The hotel was fine when we were able to use our free night cert. but now that they are cat 5 - no way I would stay here. I can also live with not getting upgraded if there truly is no space, but I a) don't want to have to beg for something I should be given - in fact my policy is that I should receive what I am entitled to, if it's available, without having to ask and 2) i can't stand games or being lied to.
Regarding $$$ cap. I guess technically they could say the cap is "most expensive item on the menu + most expensive drink". That's fine. I personally think their management tells the front desk employees to tell customers there is a $25 limit so that when you order, most people would automatically try to choose lower cost items as not to exceed the limit. It's a psychological game that reduces the breakfast bill they have to comp. They wouldn't actually enforce the limit. Regardless, this is ....... Either you are part of Hyatt or you are not. If you are, play by the rules.
My other theory is that they rather have paying guests than folks on points so treating folks on points like crap, especially Globalists that you have to provide free stuff to - is likely another tactic to maximize profit. I fully understand they are not making money with my stay but it's part of the package.
When I book a flight ticket and one person got it for cheap on sale while the othet person bought last minute and paid full price - does that mean you treat the first person like crap? That's no way to run a business. But that's the problem with franchises, they aren't really "Hyatt", they are just independent operators trying to maximize their profits under the Hyatt umbrellaa.
My first thought with the Cat 5 upgrade is that I wouldn't return, but that plan is already bust. I wonder if suite upgrades end up being YMMV. On our last visit (last month), I deliberately checked the app and saw a suite was available, but I was in no mood to push for an upgrade. Ended up being proactively upgraded (government cash rate). Extended our stay from one day to two, and got to keep the suite on the second night as well.
I'm not going to defend what HR Monterey is doing in terms of capping the breakfast benefit, I'd just note that they're far from the only Hyatt implementing such a thing, and this seems more like a WOH problem and less like a HR Monterey problem (since they're following in the footsteps of other hotels).
In general, I'd note that I've never been enthralled with service here, and it always annoys me that they ask if this is my first time at the resort, when I've visited 15-20+ times. Easy way to avoid giving me any kind of recognition. Meanwhile, I was just at the PH Dubai, and they welcomed me back despite not having visited in SIX YEARS!!!
Obviously, you expect better service at a PH to begin with, but I'd think there's a middle ground between welcoming someone back who hasn't visited in 6 years and not welcoming someone back who has visited 15-20 times in the last 6 years.