FlyerTalk Forums - View Single Post - Hyatt Ziva Los Cabos REVIEW-MASTER THREAD
Old Jun 11, 2023 | 8:45 pm
  #654  
HGPilot
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When a suite feels like a downgrade

Would appreciate some opinions on what to do here if anything.

We are frequent visitors to this hotel and stay here typically at least once a year. I booked a two bedroom suite for us and upgraded to a two-bedroom grand suite with the offer from Hyatt.

Years ago when I stayed here, they had unrenovated suites that we rejected, preferring standard rooms until they offered us a renovated suite. This time around the old unrenovated room is what they gave me for a two bedroom suite, I was honestly surprised that they still offer old and unrenovated suites. Without getting into too much detail, honestly it feels like a huge downgrade over just having two standard connecting rooms. It looks nothing like the photos online, there are no bathtubs which we want for the kids, time bedroom balcony and everything is old and nothing like what we would expect for the price we paid.

The best they will do for us at the hotel is move us tomorrow night to a renovated suite since they are full tonight. The presidential suite is available for the whole stay and they could offer that to us but they are refusing. We just asked for a free cabana one day or some spa ready but so far nothing.

I'm not one to ask for stuff at hotels so maybe I'm off here but this really doesn't feel right given that the room feels like such a downgrade. Technically we did get what we paid for according to them, although it doesn't match the photos and in my opinion the square footage matches the smaller suite we originally booked, not the larger one that we upgraded to. We have stayed in the renovated two bedroom suites before and they are great. I just can't understand why they would offer such old rooms as one of the top tier rooms available to guests.

What would you do in this situation? Just accept the change of room tomorrow or ask for something by way of compensation?
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