Agreed - as the world is going flat, lots of call centers are using trainees who don't have the time to study the rules and make their own - to improve revenue, to look good at a manager's meeting...The result is that they are destroying the brand. If I were the GM of that property, by now I would be aware of what is going on and not only would I upgrade in a very nice room, I would also have a bottle of Champagne ready. Make Hyatt the Lovebrand it used to be...