Originally Posted by
Dr Jabadski
(May 28, Thursday prior to Memorial Day weekend) …BUT … then the big hick-up for this stay. The contracted parking garage next to the hotel LOST my car key fob. (Obviously reinforced my (somewhat compulsive) always bringing 2 key fobs if I know I’ll be valet parking.) Took them 20 minutes to tell me and then the attendant simply asked me (as if nothing unusual had happened) if I had another key. I suspect that had I given him the second key he would have brought the car and done nothing more.
I went back to the FD, asked for a manager, … he took ownership of the problem when it could easily have been passed off to the parking garage.
Next morning (2 days ago) he sent me an email, key still lost, he would continue to follow, … will load 10k points into your account.” ...
Originally Posted by
Kacee
…I hope the points they promised you post quickly ...
Thank you, your good wishes translated to my (relative) good luck.
Excerpts of further email exchanges (always ask, worst they can do is say no):
“Re: “load 10k points”, thank you, you read my mind, I intended to ask you if this sort of thing was in the domain of World of Hyatt Customer Service Adjustment. As I’m sure you know, a 40 minute delay in receiving one’s car near the hotel at 4-5pm results in driving out of the city in the middle of rush hour instead of the start of rush hour and added significantly to the duration of my drive home. Thus, based on the relative value of a WOH point, previous Customer Service Adjustments, the extent of my inconvenience and my abundant loyalty to Hyatt for many years, 10K points is inadequate. Please consider a more appropriate Customer Service Adjustment particularly as it now seems that this key has been lost instead of simply delayed in its return to me.”
“Thank you also for the added detail regarding you experience as I was not aware of the significant added time on your journey home. Would 25,000 points be a number you are more comfortable with given the added time spent on your journey home?”
“Presuming by 25K you’re referring to 25K on top of the 10K you originally mentioned and that my key fob is located and returned to me within a reasonable timeframe, 25K + 10K would be appropriate. Should it be necessary for me to purchase a replacement I think it might again be inadequate.”
“I know this is frustrating and should never have happened. I have instructed the garage to reach out to you directly tomorrow to begin the claim process . Should be easy from your perspective as they just need a quote for the cost. I will honor your request of 35k total points and have those deposited into your account be the end of this week.” (FWIW, I had no clue, a replacement OEM Lexus electronic key is ~$300, knowing Lexus that would NOT include the battery
.)
Fortunately, from my obsessing about it perspective, I did minimal driving over the holiday weekend and I departed for a 3 night quasi “Delta SkyClub shower amenity kit” (mileage) run 5 days (Tuesday after holiday weekend) after misplacement. 35K points posted within 2-3 days of the email. I received a call from the garage 6 days after misplacement of key, it was returned to the garage. I asked them to give it to the hotel, hotel FedExed to me, it was delivered to my building several hours prior to my arrival home. I'm pleased the garage's explanation was not "parking garage nonsense"
. Thank you email sent.
Thompson did excellent customer service in this situation, the manager who initially took ownership was away for 2-3 days, I received emails (almost every day over the holiday weekend) from a different manager. He sent me an email with a photo of my key (with my identifying string still attached) and FedEx tracking info as soon as he personally left it with FedEx.