TAHKUCT

Thanks for the feedback

JimmyJoe

I was told by a Diamond phone agent that "Executive Suite City View" was not entry level and that "Executive Suite" is the entry level suite. In my situation, she said that even though Executive Suite City View is available, that since Executive Suite was not, I could not use a DSU.

Has anyone else had issue with this at the GH San Francisco?

Kacee

That's standard. DSU applies to base-level suite only (or such other suite as the property may designate). If that's not available you're SOL.

The DSU suite at this property sucks (IMO).

austin_modern

Personally - I kinda like it - you get double the room and a 2nd bathroom. While not great for folks looking to somehow book a 2 person room and jam 4 people in it... I rather like it.

SportsTech

This is an issue with the GP agent you talked to, not the hotel. Hang up/call again, or call the hotel directly and ask for their Gold Passport specialist (the person I used to talk to moved on a couple months ago but I imagine sh'e been replaced by now). City view is the lowest level suite, Bay view is next up the chain. Exec suites are sort of a junior suite, nice but not large; would be crowded with a roll-away bed, for example.

Kacee

Doesn't feel like a real suite to me, just two regular rooms stuck together, with two regular (rather small) bathrooms rather than a single large one.

It didn't help they gave me probably the worst one in the building with no view and adjacent to the elevators. But then I've had consistently bad experiences at this property with room assignments and am overall not a fan of this property.

londonienne

I had an exceedingly poor customer service experience this evening with a Front Office Manager, at this property. Upon refusing to apply a Diamond Suite Upgrade (a "DSU"), she mentioned to me that this property has five suite categories broken down as follows:

10 Executive Suites
11 Executive City View Suites
1 Hospitality Suite
2 Premier Suites
4 VIP Suites

Ashley mentioned that only Executive Suites can be upgraded to using a DSU at this property. She also explicitly stated that Executive City View Suites cannot be upgraded to. This means that approximately two-thirds of the suites in the property cannot be upgraded to using a DSU.

This continues a trend seen at many Hyatt properties, with management creating an excessive or imbalanced number of suite categories in order to refuse upgrades to Diamond members even when many suites are still available for sale. It's extremely disappointing that I have so many DSUs expiring unused, year after year, even though I have tried many times to apply them. This trend towards over-promising and under-delivering at Hyatt is certainly driving my business towards SPG this year.

Interestingly, She repeatedly attempted to transfer me to Gold Passport Customer Service ("GPCS"). She also mentioned twice that she was unable to apply the DSU to any reservation and that only GPCS could do it. I suggested to her that this is contrary to my experience at other Hyatt properties. She quickly responded that this was a new policy implemented from above, and that she was unable to even make a Gold Passport points reservation. According to Ashley, all Gold Passport-related transactions must be routed through GPCS, without exception.

Ho hum. I suppose lying to Diamond guests is on par for the course these days at Hyatt.

Kacee

I had a less than stellar experience with her last December.

sonomawine

I did as well with her. However, the Assistant Front Manger is wonderful. He's easily reached and has responded to me on his days off.

navatwal

Does anybody have email? I have an upcoming stay next week and wanted to reach out beforehand.

JIMCHI

The normal format for Hyatt addresses is first name.last [email protected]

Hope this works

peteropny

I've edited out names mentioned in several posts above. It is FlyerTalk policy to not allow names of staff people who aren't public figures to be posted. Assistant Front Desk managers certainly do not qualify, general managers may.

Peteropny - co-mod - hyatt

Anyways, I don't think that the policy is new, only one suite category, usually the entry level one, qualify for DSU application (some properties have even fewer suites that qualify). I also believe that application of a DSU by the property, rather than CS is an exception to the rule.

MarkP24

Does anyone have an email address for the hotel, and preferably an email for the GM or a manager? Thanks in advance.

Southdown13

Completed two stays at this property within the last two weeks. When I called the Diamond line a few weeks before to confirm a DSU had been attached to one of the reservations, the representative told me both reservations had been upgraded to a suite, but only one DSU was taken from my account.

I used online check in and the mobile entry key app each stay, and we went straight to the unit after being notified by text that the room was ready. We received the VIP Suite for both stays which was about 950 square feet. We had three adults in the room, so it was nice having the extra bathroom and space. The unit was in very good shape with great city/bay views from the 34th floor. The online check in form allows you to select your Diamond amenity, however I don’t think the f&b staff was alerted to our request. I had to call and explain what we wanted, and it was sent right up.

Using the phone for key access worked well initially for the room and the Grand Club, but the app stopped working in the evening both times. I probably could have done a reset by checking in online again, but decided to go downstairs and pick up key cards. We enjoyed the Grand Club for breakfast and evening appetizers, although at times, we had to wait for a place to sit together.

We liked the location next to Union Square for holiday shopping, nearby restaurants, and to walk to the theatre. Both were great stays, and we will definitely return.

Kacee

Just had this experience. The Executive Suite City View costs $10/night more than the Executive Suite, but they won't let you use a DSU on it. The "City View" label is just something they're using to keep rooms out of award inventory and suites out of DSU inventory.

They've also done away with Premium Internet. Internet for all is limited at 10 mbs up/down.