Example of Excellent Customer Service
 

I recently had a frustrating experience during a two-night award stay in Sydney. When the hotel's assistant manager didn't resolve the situation to my satisfaction (in fact, she made it worse), I wrote a letter to Hyatt International HQ. I spoke this morning with John Wallace, VP, who not only credited back 15,000 points to my account (which is what I had requested in my letter), he asked when my next international stay was and promised "VIP treatment." Starwood clearly does not have a monopoly on excellent customer service.

And a word of caution to travelers to Sydney: if you get a fourth floor room, make sure it is far down the hall from the spa, where noise from the evening parties on the rooftop pool can make getting a good night's sleep pretty impossible.

Do you have a contact name and address at Hyatt International? I've trying to get to someone about a crappy situation I experienced at the PH Jo'burg, and haven't had any luck finding someone who cares enough to respond. (See thread below on this).

Thanks...

DIAMOND members should always receive the best possible service on EVERY stay!

As I stated, my contact was John Wallace, who is a VP in the Chicago HQ of Hyatt Int'l. I called the reservation line to get the name of the President and address of Hyatt Int'l, and my letter was forwarded to Mr. Wallace.

I am a diamond member, and I wondered what the difference would be between VIP service and the service I would otherwise get as a diamond member. I figured that my chance for a suite upgrade would be better and that the amenity might be nicer.

[This message has been edited by Snorkdoc (edited 12-16-2002).]

Over my 12 or so years as a Diamond, I have contacted Hyatt Corp. offices with complaints about 4 times. Each time they have had a manager at the offending hotel call me. When I returned to those hotels at the request of the manager, I have received a suite, but the normal amenity.

John Wallis is the correct spelling and he is an absolute GEM -- a really thoughtful, intelligent manager. There's no bull**** with him, he won't defend the screwups, will get to the bottom of the story and take appropriate action.

He is now the Sr. VP Marketing for Hyatt worldwide.

He is the sole reason that I am completely loyal to Hyatt after some very bad experiences two years ago -- he promised me the same thing (VIP treatment on my next stay) and boy did I get it.

Pickles, sounds like you've gotten nowhere with your issue at Jo'burg. I thought I'd given you John Wallis' name before-- you need to contact him directly. I don't have his contact info with me, but as snorkdoc notes, you should be able to get it if you ask the reservations desk.

[This message has been edited by kv99 (edited 12-16-2002).]

kv99, you did indeed give me his contact info, thanks. I haven't written to him yet, was planning to use it as the ace under my sleeve. Maybe its time to bet all the chips...