bbbb

I am glad to hear you chose another hotel instead of the Hyatt after the way this was handled. Hyatts customer service is just not what it use to be . I have one more Hyatt stay this year and the rest of my business goes to SPG.

westcoastman

What kind of rate did you book originally? How can they say it was not the rack rate?

SwissCircle

All I can say is that when upgrading from (Perv. Rate /B&B/Package) to Club level there was never any surcharge or dscussion in regards to the rate.
When upgrading to Suite they made me pay Rack rate (and I think the Prev. Rate ist exactly that) and simply upgraded. No further charges. Room was booked for 2, Suite was used by 2. No discussion.
In the past I was able to booke heavy discount rates, which for sure were not allowed to upgrade.

BTW. Will the Hyatt Melbourne hand out somekind of "compensation" when staying there during their renovation period?? Got an email on this issue, but that was not mentioned.

Sydfly

I originally booked a standard room for 2 people at the prevailing rack rate. They don't say that I haven't booked the right rate, what they claim is that because I want to use points to upgrade the room they look at the rate difference of the upgraded room from 1 vs 2 people. And because there is a difference in the rate of 1 vs 2 people for the upgraded room they want me to pay that difference on top of my prevailing room ratethat I had booked...even tough I had originally made the reservation for 2 people.

Did that make it any clearer?

gregorygrady

FWIW, I understand what you are trying to explain and I understand what the hotel's position is on this. However I think this is horrible customer service by both the hotel (mainly) as well as by Hyatt. One of them should just suck it up and give you the upgraded room for 2 people. I think PH Canberra is being unreasonable and I think Hyatt really is quite lousy at any kind of rules enforcement against the hotels. Because this situation is NOT in the T&Cs, then any good hotel chain (and one would think a Park Hyatt would fall into this category but apparently not) would let the customer have the upgraded room for 2. I can bet you my house that this would not happen at SPG. Either it would be written in the T&Cs, or SPG would make the individual hotel honor the rate for 2 people.

The sad thing is that this is so simple to fix.

1. PH Canberra could fix it. It might cost PH Canberra an extra $10 per night to let a second person in the lounge. Why don't they suck it up and let this slide. This situation probably happens so rarely that it's not worth enforcing by the hotel if they want to keep up their good image.

OR

2. Hyatt Goldpassport could fix it quite easily I would think as well. Maybe they could arrange for the OP to pay GP directly and then issue a CLUB award stay. An award stay is good for 2 people in the room. How difficult would something like this be? Heck, this would probably give the added benefit of screwing the hotel out of extra money since I would bet that the hotel would get less for a Club award stay than the OP was paying for the Prevailing Rate. But no, they have to stand firm on their beliefs, even though to a sensible person they really don't have a ground to even stand on in this situation.

If I were the OP, I would go and shred the PH Canberra as good as I could on TripAdvisor and other such travel websites. Make them look as bad as possible (and that's certainly not hard to do in this case).

It seems like stupid little things like this are happening more and more lately with Hyatt. Their normal Goldpassport customer service is fantastic. But when it comes down to dealing with Hyatt Consumer Affairs (?) and individual properties, Hyatt has a long way to go. Hyatt really needs to grow a backbone and discipline some of these disgraceful properties (a la SPG), or if they are unwilling to do that, then they need to step up to the bat and come up with a solution of their own. It shouldn't be that a silly little thing like this should need to get blown out of proportion and the stay cancelled before Hyatt will do something.

nonyflyer

******

westcoastman

Does anyone know anything about the management at that particular property?

gregorygrady

Well, as you can tell from even a need for a thread such as this, I can tell you this about the management:

Ducatibiker

My question would be broader - is the management of Park Hyatt trained differently. Except for PH Vendome, I have never been very impressed by their top management. In of the post in this forum, a comparison is made with SPG. I would be tempted to compare more Park Hyatt with 4Seasons...and at the 4Seasons top management really listens and focus on De Luxe Hospitality...not on PAX yielding NUMERS with MARGIN RATIOS.

Sydfly

On my email confirmation the name of the GM was Karl Werner Diefenbach, so I'd guess he speaks German. Maybe I should have contacted him directly in German to see what response I would have received. He might not even know what's going on behind the scenes in his hotel.

Platcomike

It sounds pretty grim for this particular member but my experience has been different. I think this was visit number 6 to PH Canberra. I have always found them to be very courteous and helpful, although sometimes lacking in experience. The quaint uniforms they wear always amuse me when I walk in.

I just stayed there two weeks ago and had absolutely no problems. My room was AU$230 for two people. Prevailing rate during a pretty slow time since Parliament was on holiday and the weather is awful.

I upgraded to Club using 3000 points and that was that. Both of us were able to use the lounge, and had a wonderful room as always.

In the past, I have stayed there alone and have always had a great experience, usually upgrading from the single rate.

gregorygrady

Why the inconsistancies at this hotel??? They let you upgrade 2 people to the Club floor yet they won't allow the same thing for the OP. Maybe the OP should just book the room as 1 person and then upgrade. I'm sure the Club staff have much clearer minds than whoever it is that is trying to enforce their dumb made-up rule. I'm sure the Club staff would has the decency to think the rule is dumb as well and would let both people in.........

nonyflyer

*****

stc

My sentiments exactly. I used their free-night after 1 stay promotion and the hotel I stayed at on the 1 stay messed up several basic things. I asked to be contacted by the hotel management and never was.

bbbb

Julia Moore was out standing! Things have not been the same since she left. It now takes weeks to get a reply to requests for help,if you get one at all.