Grand Hyatt Taipei REVIEW - MASTER THREAD
Mar 16, 2019, 2:17 am
#601
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
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The final straw was my last visit to the property, when I decided to splurge on a Grand Executive View Suite as I booked close-in and was traveling with my s/o. When we arrived around 11 a.m., the front desk had no line and four agents sitting around doing nothing, yet they refused to check us in, stating that they would not handle any check-ins before 3 p.m. as the hotel was at full occupancy. This is beyond ridiculous from any standpoint, whether hotel ops or customer service; if the property is anticipating a particularly hectic day, narrowing the window for arriving guests is the precise opposite of what should be done, and shows total incompetence by management (and as long-time manager in the hotel industry, this is not a charge that I throw out lightly). Worse yet, the FD agent we spoke to even admitted our room was ready; they just were not going to check us in before 3 p.m.
When I got to the lounge at 3 p.m., needless to say it was a madhouse with nowhere to sit, people standing around crowding up even out to the elevator bank area, and guests' bags littered everywhere. A staffer with a clipboard checking people in told me it could be up to an hour wait to check-in. I was so frustrated at this point I told them to cancel my reservation, and even after all that, they still tried to charge me one night's deposit. It is truly amazing that is the treatment given to LTG paying for a Grand Executive View Suite and I never considered returning to the property after that.
The final straw was my last visit to the property, when I decided to splurge on a Grand Executive View Suite as I booked close-in and was traveling with my s/o. When we arrived around 11 a.m., the front desk had no line and four agents sitting around doing nothing, yet they refused to check us in, stating that they would not handle any check-ins before 3 p.m. as the hotel was at full occupancy. This is beyond ridiculous from any standpoint, whether hotel ops or customer service; if the property is anticipating a particularly hectic day, narrowing the window for arriving guests is the precise opposite of what should be done, and shows total incompetence by management (and as long-time manager in the hotel industry, this is not a charge that I throw out lightly). Worse yet, the FD agent we spoke to even admitted our room was ready; they just were not going to check us in before 3 p.m.
When I got to the lounge at 3 p.m., needless to say it was a madhouse with nowhere to sit, people standing around crowding up even out to the elevator bank area, and guests' bags littered everywhere. A staffer with a clipboard checking people in told me it could be up to an hour wait to check-in. I was so frustrated at this point I told them to cancel my reservation, and even after all that, they still tried to charge me one night's deposit. It is truly amazing that is the treatment given to LTG paying for a Grand Executive View Suite and I never considered returning to the property after that.
They're going to play games when it's an elite member and someone who PAID for the suite in question? I'd never have gone back if the response from upper management wasn't decisive and apologetic.
Mar 16, 2019, 3:13 am
#602
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
Wow, that's a real horror story. It's too bad. When I stayed there last year (mid-late May, 3 night stay) I got a comp suite upgrade. I thought the hotel was solid, though nothing special. It's not going to make my "favorite hotels in the world" list any time soon, but, overall, I was happy with it. Good value for the price and no real complaints. Good location too.
If I had your experience I would not go back, for sure. I think you were more patient than I would have been. I would have told the staff that I was a globalist, and globalists were entitled to early check-in, and that they could either check me in or get a manager.
If I had your experience I would not go back, for sure. I think you were more patient than I would have been. I would have told the staff that I was a globalist, and globalists were entitled to early check-in, and that they could either check me in or get a manager.
Mar 18, 2019, 5:26 pm
#603
Join Date: Mar 2019
Location: SFO/SJC, JFK
Programs: United 1K 2MM - Jet Blue Mosaic - Hyatt LTG - Marriott Plat - Hertz PC
Posts: 205
I'm shocked because Globalists should be able to check-in at will. The sheer intransigence from those FD staff when the room is ready. I think I would have gone off and demanded to speak to Duty manager or Director of Rooms. I bet upper management would light a fire under their butts!
They're going to play games when it's an elite member and someone who PAID for the suite in question? I'd never have gone back if the response from upper management wasn't decisive and apologetic.
They're going to play games when it's an elite member and someone who PAID for the suite in question? I'd never have gone back if the response from upper management wasn't decisive and apologetic.
I hate DYKWIA-ing but I agree that having this treatment when paying for a top suite and being LTG left a bad taste. Management at the time defended the policy and response to a further e-mail complaint was less than adequate which is why I decided never to return.
Wow, that's a real horror story. It's too bad. When I stayed there last year (mid-late May, 3 night stay) I got a comp suite upgrade. I thought the hotel was solid, though nothing special. It's not going to make my "favorite hotels in the world" list any time soon, but, overall, I was happy with it. Good value for the price and no real complaints. Good location too.
If I had your experience I would not go back, for sure. I think you were more patient than I would have been. I would have told the staff that I was a globalist, and globalists were entitled to early check-in, and that they could either check me in or get a manager.
If I had your experience I would not go back, for sure. I think you were more patient than I would have been. I would have told the staff that I was a globalist, and globalists were entitled to early check-in, and that they could either check me in or get a manager.
Mar 22, 2019, 7:23 pm
#604
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,837
Sorry to hear - I feel better about my previous thumbs down review earlier in this thread. It sounds like I was not completely off the mark.
Note that Sheraton Grand Taipei tried to charge me half a night rate when I attempted to check in early as Platinum. I refused and said I would wait. Not completely different from your experience...
Note that Sheraton Grand Taipei tried to charge me half a night rate when I attempted to check in early as Platinum. I refused and said I would wait. Not completely different from your experience...
Mar 23, 2019, 8:02 pm
#606
Join Date: Mar 2019
Location: SFO/SJC, JFK
Programs: United 1K 2MM - Jet Blue Mosaic - Hyatt LTG - Marriott Plat - Hertz PC
Posts: 205
It was actually my third stay at GH Taipei during which I experienced poor service or at least major service failures. On the other stays I had absolutely no complaints. This property is dramatically different when at full occupancy versus low occupancy.
Mar 24, 2019, 8:18 pm
#607
Join Date: Mar 2019
Location: Taipei / Paris
Programs: CI Emerald. Marriott Plat. Hyatt Globalist.
Posts: 16
As a Taiwanese it sucks to see so many people discontent with one of the few 5 star hotels we have here in Taipei. However the GH is closing later this year, hopefully the PH and Andaz that'll open in late 2020 will elevate our standards in the hotel industry.
Mar 24, 2019, 11:06 pm
#608
Join Date: Mar 2016
Posts: 981
Is it really closing? Do you have a link?
Mar 24, 2019, 11:41 pm
#610
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
Hopefully, the lazy staff here get left behind too.
Mar 25, 2019, 12:03 am
#611
Join Date: Nov 2012
Location: ATL
Programs: Bonvoy Ambassador, Hyatt Globalist, Hilton Gold, AA EXP, UA Silver, former DL DM
Posts: 2,001
Rumored to be happening in 2020, not this year. Existing discussion here: Grand Hyatt Taipei to close in 2020?
Mar 27, 2019, 12:12 am
#612
Join Date: Mar 2016
Posts: 981
Rumored to be happening in 2020, not this year. Existing discussion here: Grand Hyatt Taipei to close in 2020?
Mar 27, 2019, 4:32 am
#613
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
Thanks for the information, I had heard read the rumor that they were rebranding but hadn't seen a link. The link in the other thread was informative...after Google translate did it's best. This sounds like a bummer. My grand plan was to book over NYE/NYD 2020-2021 with the family and use lounge passes on the trip. I hope that the new Hyatt hotels will be category 4 still!
Mar 27, 2019, 7:48 am
#614
Join Date: Jan 2012
Location: Osaka
Programs: Hyatt Explorist, Hilton Gold, UA
Posts: 3,158
Thanks for the information, I had heard read the rumor that they were rebranding but hadn't seen a link. The link in the other thread was informative...after Google translate did it's best. This sounds like a bummer. My grand plan was to book over NYE/NYD 2020-2021 with the family and use lounge passes on the trip. I hope that the new Hyatt hotels will be category 4 still!
As far as I can tell, the construction site of the 46-story Sky Tower which will house the PH and Andaz is still a hole in the ground, which would make a 2020 opening very doubtful.
Mar 27, 2019, 1:12 pm
#615
Join Date: Sep 2008
Posts: 7,875
And in terms of service, isn't Taiwanese service about flexibility and warmth? At these supposed 5 star restaurants they are trained to be stiff and by the book. And I find it ridiculous. Who are they trying to imitate? British?