As a Diamond GP member I had gotten used to being treated well and up until now I had never had a reason to complain. I had made a reservation at the Hyatt Carlton Tower in London for 6/30-7/2. I had called the day before arrival and asked about getting an upgrade and was told there should be no problem. Upon arrival about 10 am on 6/30 I was told my room wasn't ready yet, (I assumed that would be the case) but I could leave my bags with the consierge. I said that would be fine as long as I got a "nice" room --showing my Diamond card. I came back about 3 pm and was given my room card. I asked was it an upgrade and they said "no", just a standard room (not even deluxe!). It turned out to be overlooking the car park, a small, smoking room, on the 5th floor (I had requested in my reservation, non smoking, upper level, with a view). I called down and was told there was nothing they could do as they were very full. I asked about my 'amenity', they said it would be delived shortly. I then went out for dinner, returning about 7pm. Still no amenity--I called down they said, "oh, it should be chocolates or something & it will be right there." I went out for a walk and upon returning found a few unwrapped pieces of chocolate and an airline bottle of Baily's was on the top of the tv. I then called the Sheraton Park Lane where I was to stay 7/2 & asked if I could arrive the next day. They said fine! I then called the desk at the Hyatt, told them I was leaving early & why. They said they were sorry and would inform the Manager.
The next morning I was up about 6:30 & looked out to get my newspaper and saw only about 3/4's of the rooms on my floor had papers in front of them. (To me an indication that the other rooms were empty!!)

The reason I had been so loyal to Hyatt in the past was I had always been treated well by them. This was the first time I was really dissappointed in their service and attitude.

PS- upon checking into the Park Lane the next day early (10 am)--my room was ready, I was given a beautiful suite, with fresh flowers, facing Green Park and a chilled bottle of wine was delivered before I unpacked! (I am a Platinum at Starwood).

Sorry

Guess, there's one in every chain!

Usually it would be a far flung non-corporate, but rather a borderline franchise location. In this case, who knows?

Sorry to hear of your problems at this Hyatt. I have stayed many times at the Hyatt Lowndes, around the corner from the Carlton (where I have also stayed). I prefer the Lowndes, as it is smaller and more personable, but you can still use and charge to your room the restaurants at the Carlton. Patrick, the concierge at the Lowndes, is truly a professional.

I agree each chain has a problem property (or more). I have personally blacklisted the Hyatt in Cologne and will never stay there again.

Better luck next time.

Cheers.


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Have passport, will travel...
LAX, LHR, et.al.

I have had more than one bad experiences at the Calton Tower, similar to yours, that I no longer stay there. The Sheraton Park Tower around the block is a much better alternative.

Ditto here for the Carlton Park Tower - note that they prefer to be known as that name rather than a Hyatt! Somehow or another, if you booked through Hyatt, you end up with ****ty rooms. I don't stay there anymore either. And they don't really care what you write about. They get most of their clients from the Middle East.

Well, it is officially one week since I e-mailed Hyatt with my comments regarding the Hyatt Carlton Tower and still no response. I take this to mean one of two things:
#1- They are taking their time looking into the situation and are doing everything possible to rectify it.
OR-- more likely:
#2- They are fully aware of the situation and find nothing wrong with it!

I stayed at the Hyatt Carlton Tower during their renovations 3 yrs ago and they were quite good but agree that the Fabulous Sheraton Tower has better bigger rooms and warm and friendly staff.
I would like most of you prefer the sheraton

I recently stayed at the Carleton Tower and had a great stay. Here is my trip report ----> http://www.flyertalk.com/forum/Forum81/HTML/001354.html

I understand exactly what you mean. I am working here in San Fran for 3 weeks (of course flying back home on the w/e) and just got my first taste of a really crappy Hyatt. I have no idea why they call it the Grand Hyatt. There certainly is nothing grand about it. Also, no ammenity, but I was way to tired and worn out to complain. I am hoping when I check back in on Sunday night I will also get an upgrade (or at least a non smoking room w/view). I figured you really cannot get bent out of shape with one bad apple, although am thinking the St. Francis is a million times better.

travelboy - sorry to hear about the Grand - it's one of my favourite hotels.

Ask for your amenity request form at Check-in and try doing 1-800 check in for your upgrade.

Markie .. Thanks for your imput .. I'll give the 800 checkin a try on Sunday. I will be there Sun-Wed and then again the following Sat-Fri .. I am not writing the hotel off yet .. Ill give them another chance .. sometimes 1 stay can just be a fluke .. we will see ..

I'm at the Carlton Tower now and while I've had good stays here in the past, it is easy to see that this hotel is not what it used to be. There are signs of poor quality and low maintenance everywhere. I think this will be my last time at this hotel. It is far, far below the standard for Park Hyatt's.

stimpy thanks for the nice new update as I am scheduled to be there 3 days next week. I will cancel and book elsewhere.

I stayed at the Hyatt Carlton several years ago and had a similar experience (also Hyatt Diamond then). I have never stayed there again. It is nothing like some of the other Park Hyatts elsewhere in the world where both the hotel and service is a cut above the rest.

To focus on the Carlton Tower, go here http://www.flyertalk.com/forum/Forum60/HTML/000248.html