Originally Posted by
outgoing
Question for long time flyertalkers. We were coming down to the lobby and my wife slipped and fell b/c there was spilled water right outside of the elevator w/o any signage. First, none of the staff (and there were two people manning the desk) came to help here as she was lying on the floor in the puddle. Only after some 30 seconds after I yelled at them they called for manager on duty and still nobody came to help my wife stand up. We went to sit down and asked for some ice and it took them like 10 minutes to get the ice. The manager acknowledged the .... up and apologized and offered to call the ambulance which would be such a misuse of resources. Although he also started saying that they sign was by the door at the opposite side of the room and when I called him out that that's ridiculous that he's trying to blame it on us he apologized again and acknowledged that it's their fault. Since it took them so long to organize ice we missed the opening hours of the urgent care by like 5 minutes so we'll go tomorrow to get the x-rays (no need for ER b/c this is clearly no life threatening and I don't feel like taking resources from people that actually might need them). The hand is badly bruised but hopefully not broken (perhaps cracked) but we will know this tomorrow. We also asked to speak to the GM tomorrow. What kind of recourse can we have with the hotel given the abhorrent behavior of front desk staff and actual negligence in terms of maintenance in the lobby that lead to an injury. Of course it could have ended much worse with e.g., open fracture or cracked skull b/c a flower stand with sharp edges was right next to where she fell. Thanks for your help.
) but we're still both shocked that nobody came to even offer help once she fell. That's like a basic human reaction that I thought everyone has.
My heartfelt sympathy regarding your wife’s unfortunate event at Andaz 5th avenue as well as a hopeful speedy recovery.
The teams behavior is abhorrent and I don’t wish to paint all of Hyatt with one paint brush as there still remains some Hyatts with heart despite the direction of Hyatt Corporate becoming heartless firing customer service reps and rarely caring about what any guest thinks be it quality of breakfast or having working hvac let alone a guests well being
My own overview be it food poisoning, falls ,bed bugs etc fall into a gray area.
They mostly don’t want to get involved and look at it as let the guest deal with it.Especially as there could be legal implications.
While this event that took place is property specific to a large degree I also see it as a decline in the culture of caring with Hyatt
it is also a direct reflection as Hyatt no longer cares except when it comes to anything but guest spending.
You may or may not get an empathetic GM but in this new era I wouldn’t count on it as I see Hyatt play hard ball by
letting hotels decide what they wish to do if anything.Hyatt at their discretion may or may not act as a go between you and the hotel.Ive lost trust with Hyatt more recently and plan to cut my business with hotels that don’t have proven track records as I no longer seeing them having my back.
In the case of Andaz 5th avenue they have had a boatload of different GMs through the years so it can go any which way.Historically they have had an above average record
but GMS come and go as do front desk agents so what was good last week can be a whole new ballgame a week later.
Let us know how it goes.One thing is for certain this isn’t the Hyatt I grew up with and admired
This is HYATT Robot AI going forward so we all better get robot friendly or move on.The humans and some of the Hyatt Touch have long moved on
YMMV