jhgf

I would like to mail a letter to the highest level at Hyatt to make sure they are aware of an awful thing that happened to me at one of their hotels.

I was struggling to get into their airport shuttle because they did not follow the ADA and there was no accessible transportation provided.

Without my knowledge or consent one of their employees grabbed me from behind around my waist and tried to hoist me into the shuttle van as if I were a piece of luggage.

The Hyatt supervisor on the globalists line took down my information but after corresponding back and forth for a few days all they would say is I could only discuss things with the hotel manager. I would like to make sure people higher up understand what happened. I filed a complaint with the Dept. of Justice.

Would anyone here please be able to tell me where and to whom I could mail a letter? Thank you.

projectmaximus

Sorry about your experience. This is from the Elliott Advocacy website.

https://www.elliott.org/company-contacts/hyatt/

monoflight

I'm so sorry for your experience.

Training to prevent things like this need to be more of a priority for Hyatt and the travel industry.

SP03

If you want them to do something so it doesn't happen in the future, consumer advocacy media and ADA complaint is the best way to go.

A letter to the CEO is if you only care about something tangible such as compensation. The CEO isn't likely going to make any big changes based on one complaint and is probably not even going to read it.

jhgf

Thank you for the contact info. What else could I be doing? What is consumer advocacy media? Thank you

craigthemif

Writing to the CEO isn't going to change anything. (or even be read by the CEO) The hotel employee probably doesn't even work for Hyatt. (but instead for some franchise-owning entity, or even an outsourced transportation company)

File an ADA complaint. Write to your local newspapers, television stations. It's only when the news becomes interested that it becomes something even remotely on the radar screen of anybody at Hyatt corporate...

VegasGambler

I would suggest following the advice on the Elliott site. Do not start with writing to the CEO. Start with someone who can actually do something about it (someone who works in a customer-facing org), give them time to reply, and slowly move up the list if you don't get anywhere. I've had good luck with this approach in the past.

Blasting off a letter to the CEO might be satisfying, but it's likely to be ineffective. The CEO is not going to read it.

jhgf

Thanks everyone for your comments and advice.

I started by calling the globalist line. They created a case number and after going back and forth several times in emails they told me that I had to work with the hotel directly.

That hotel manger told me how sorry he was but would not acknowledge they were in violation of the ADA. He said they now provide a step stool. Seriously. He was very prompt about returning phone calls until I sent him a link explaining what their ADA responsibilities were and then he stopped contact.

Attorneys I've spoken to have asked me if I wanted to press charges against the driver. I think his intent was to be helpful and hopefully he has learned a lesson.

The overwhelming feeling I have is that the driver would not have been put in a problem-solving situation where he clearly made the wrong, irresponsible, and dangerous decision if Hyatt would have had a vehicle with a ramp or lift as required by the ADA.

I'm so sad that it sounds like there's no way to make them understand how awful this was for me and how they in fact really are huge part of the problem.

The manger offered me a few points to take care of the issue but they just don't seem to understand the bigger picture and how important it is. I've never felt so helpless. Anyway, thanks again for listening.

World of Hyatt Concierge

Hello Jhgf,

We take these matters seriously and would like to forward this to the executive management team at the hotel, so they can speak with you regarding this matter. Please, message us and provide your account information and your stay details.

Thank you,

Rebecca S

travelingdrsuz

Wow, so right back to the hotel. And this is basically the problem, isn't it. Maybe you should actually press charges. ADA issues are a major problem at hotels. People who need roll-in showers, people who need tubs, denied. Now people who need to get on to shuttles. I bet the result will be that they just fire someone or cancel the shuttle. Not okay. Just not okay.

wrldwide1

That�s where the problem is, right?

travelingdrsuz

Right, but OP repeatedly attempted to work with the hotel. That's the point here.
Edit: I am a Globalist, writing this from a room in a Hyatt where I am very happy. I am not slamming Hyatt in general, but the lack of responsibility and the ADA problems which I read about too often lately. This is a real thing.

wrldwide1

Hotel issue, hotel needs to fix. I have no idea why the OP wants to "write to the CEO" like he's going to fly down and install a wheelchair lift on the shuttle. Complain to the agency overseeing ADA accommodations. It's probably a franchise property anyway.

CLEguy

No, the CEO isn't going to go to whatever hotel this is and install a lift. What the CEO or other senior Hyatt executives can (and are more likely to do) is make ADA issues more visible and of a higher priority within the company. This folds in to existing DEI initiatives within ESG, which are very high visibility at the executive and board levels. This stuff matters. A lot.

SP03

How do you know the CEO is even going to read the letter? An ADA complaint or a letter to the media is going to get you a lot more attention.