Originally Posted by
NeverInCoach
When I checked in I was told that breakfast was included and I had the choice of restaurant or room service. There was no mention of the $48 limit.
There was only one menu provided. The menu had an entree called ‘Globalist.’ $48 was taken off the bill at the end of the stay for most of the days. They refused the $48 on the first day.
For reference, the steak and eggs entree, juice and coffee came out to around $85 for one person. Switching to a smoothie and espresso based drink easily pushes the bill to over $100/person.
There was zero mention of the limit until I checked out and asked for the breakfast charges to be removed.
Unrelated, but there were a few other lapses.
The concierge was very confrontational about us not making dinner reservations well in advance of our stay. We wanted to go to Joe’s. She insisted it was impossible but that she knew the owner and would work her magic. When she called back to say the owner was unable to free a table, I logged on to OpenTable and secured an 8 pm reservation on my own.
There is poor soundproofing in the rooms. We were in a Wellbeing suite (cash upgrade, not a Globalist upgrade). We could hear every word, gasp and moan from the adjacent room.
I was happy to pay the cash upgrade for the suite since we explicitly discussed the price in advance and I agreed to it.
The concierge and room noise are things I’m willing to write off. But when a hotel employee tells me breakfast is included but the hotel still charges me for a good chunk of it I am not a happy customer.
I did experience some poor customer service prior to my stay as well. I originally wanted to book a 5 night stay here with an "advanced purchase rate" but noticed it was charging me $5xx for all 5 nights, despite some of the nights being $3xx with the highest nights only being the $5xx price. This led to a price difference of around $400 so I called the Globalist line to explain this, who then transferred me to the hotel and the manager did not care. I asked if I could make two reservations and merge them so I can apply one SUA but they refused. Globalist line couldn't do anything since an advanced purchase rate does not allow modifications so it was only up to the hotel. I didn't feel like paying an extra $400 for no reason so I only ended up booking the two night stay. AmEx FHR also happened to be the same price as booking directly through Hyatt, so I ended up booking on FHR for the benefits. I called the Globalist line to apply a SUA and they transferred me to the hotel once again, where the manager explained that I could not apply a SUA to a FHR reservation. I told him that he was wrong since FHR/Prive allow the use of awards, but he said sometimes FHR uses Expedia, which doesn't allow the system to make changes to the reservation. I didn't argue and just emailed my concierge who got it done. I thought that hotels have full control over their pricing so I'm honestly surprised they didn't try to accommodate and lose business instead.