Poor front desk help
 

Of the several Hyatts I have stayed at in the past two years I have noticed that the front desk help is not too personable or caring! I think that it is a shame that the first and maybe the last (if you check out in person) feeling you get from the hotel is not too pleasent. Most recently I stayed at the L.A. Hyatt downtown and did not have a good stay (many things went wrong). After staying for 8 nights and spendingover $2000.00 with them, I told the woman at check out that my stay was not very good. She didn't even say anything in response!! She only asked if I needed a detailed bill or not????

Does Hyatt think that it will continue to have repeat customers if its service is this poor and disconcerted???

This may have been an isolated case. I stay at Hyatt's almost every week. During my last stay I got a call at 11:30 pm asking if I needed a wake up call. The operator who does the calls noticed that I had not put in for one. I thought that this was a very nice touch.

I seldom get "cold" receptions/departures from the front desk. Usually, I too get an extra call to see if there is anything that can be done. You should write the hotel directly and Hyatt and let them know about this, as it is not the norm.

I had a very poor experience with this at the Hyatt SFO hotel the first weekend in May. I arrived at about 11:00pm on a Friday night after coming off of a transcon from Newark. I was the only one in the check-in area, yet stood there for a minute or two while all the clerks chatted. One said "it's time for break" or something like that and they all started to walk out a back door. I asked the last one leaving if he could please check me in and he grudgingly did so.

Hyatt usually has excellent front desk staff which made this all the more surprising.

In reply..

I agree with the "perception" that Hyatt usually offers excellant customer service.. Everyone at the LA Hyatt besides the front desk help was wonderful. But compare them to the CHI Hyatt at McCormick center, they don't even compare!!
It was the way she showed me that she did not care about my unhappiness that bothered me as much as my "bad" stay..

I did write corporate and LA directly.. they did everything I could have expected.. apologized, said they'd meet with everyone responsible for the components of the "bad" stay and offered me two free nights anytime over the next year at the LA property.. but I don't think I will be going back to LA..

FYI- I wasn't trying to belittle the entire chain, but I think that my perception of Hyatt as an elite, top tier hotel group may be unfounded.. Other's in their price range and property selection class are better.. But I will continue to enjoy Hyatt properties, as well as their competitors...

My experience over the years is that Hyatt offers one of the most consistent products available (rooms, amenities & service). I've had some bad experiences, but they have been few and far between.