Originally Posted by
gravii
Sometimes I feel like hotel staff need a bit of prompting, even though the onus should be on them to handle the service recovery.
In this scenario, I would have suggested that if a room of the same category wasn't available, is there a room of a higher or lower category available? Heck I'd accept a base category room if they allowed me to keep both sets of keys.
5 Star hotels shouldn’t need prompting they are supposed to be reasonably defect free in experience and know what to do.
Its an embarrassment to have absentee management and clueless front lines untrained & not empowered to make for recovery decisions or offer some form of reasonable real time solutions on failures
4 stars should be somewhat the same but 5 star it’s a fully reasonable expectation
This reflects poor form on Hyatt and the property and it’s something I will be prepared for before
my arrival to avoid anything even remotely similar
If a 5 star can’t deliver what’s next pitching a tent in the parking lot with a portable hvac?