IndyJeffrey

This is my second stay at this property having encountered a few minor hiccups the first time out, I wanted to give it another go-around. To summarize: it should be so much better.

Decor and room furnishings are fresh, new, and comfortable, and I was generously upgraded to a very large corner suite room. As others have noted there is tons of wasted space in these rooms on the living room side. HVAC was like a wind tunnel. Had to shut it off to watch TV or else blast the TV volume. Room service came without a glass of water or bread/crackers for soup. Pasta dish I ordered was so packed into a small bowl and used wide noodles that on my first attempt to get some out for a bite, it flung all over me and ruined a shirt. Had to call front desk twice to get connected to the Internet. The only TV station I wanted to watch (CBS) had erratic reception. Shower temp control knob came off on first turn. No FastBoard at front desk and laptop wasn't ready for use, instead prompting numerous Windows upgrade options.

I outlined all of the above in great detail via email (using the quality address on my folio) and also faxed it to the Front Office Manager, but got no response until I Tweeted about the lack of a reply. And what case was a polite, but perfunctory email, particularly considering the volume of items that went wrong and that I had the costs of a ruined shirt to account for as a consequence of my stay.

I really want to be able to count on a great experience at this property as I like the decor, the fitness center is huge, and the restaurant is quite nice. But the inability to manage the basic details of a decent guest experience drag down the friendliness of the staff and the courtesy extended to Diamond members. Unfortunately I've found the same to be true at the Grand Hyatt. Both have fantastic physical assets, but they can't seem to get the guest experience fundamentals right.

GB

So the pasta flying out of the bowl onto your shirt is the fault of the staff?

HaryoS

I think, the mistake is not severe so in my opinion, you do not deserve any compensation (Do not get me wrong, ok?). In regards to Front Office Manager e-mail, let me know if you still have not get any reply in 1 week.

soonerfanatic

Your minor issues do not warrant anything, and the fact that you were proactively upgraded to a corner suite by the staff clearly shows quite the opposite of " inability to manage the basic details of a decent guest experience "

hotelfanatic

Was here for many weeks last summer and the FD and managment staff was one of the best I've encountered!

ldsant

Don't get me wrong but why is it that when somebody posts on FlyerTalk that they have not had a good experience people immediately "jump" on that person and tell them how minor things are, they don't "deserve" compensation, etc.? Not everybody's experiences are the same. I appreciate somebody who hasn't had a great experience posting about it; it provides balance imo.

I am not a fan of the Hyatt8 but I do like the Grand Hyatt and the Hyatt Bellevue.

missydarlin

I don't think anyone lacks appreciation for those who post less than stellar experiences, but one shouldn't post on FT expecting that everyone will agree with them over the severity of their issue.

The poster seems to be surprised that no one from the hotel responded with an offer of compensation, and the consensus here is that the poster probably shouldn't expect any.

Personally, I'd probably have been more sympathetic had the poster not tried to blame the hotel for the fact that he couldn't manage his own pasta or used the term " inability to manage the basic details of a decent guest experience" to refer to something as trivial as missing crackers from the room service tray.

ldsant

I agree with you but I am just questioning why posters are "slammed" when they share a less than positive experience. The OP definitely has expectations that I agree are a bit out of line with reality in many ways but that doesn't mean, imho, that others need to dismiss the experiences.

soonerfanatic

The OP was obviously expecting more than what he received. Terms like "perfunctory" suggest that the OP was disappointed with the reply.

Sorry, but if you complain about trivial things, you deserve perfunctory.

Geez, if I would have complained that I didn't get crackers, or spilled pasta on my shirt because the bowl was too full, or the shower handle fell off, I would expect a ripping rather than an apology.

peteropny

Ok - people let's keep this thread on topic - reviews of the property - and not reviews of other reviews.

Thanks!!

peteropny - co-mod - Hyatt

Izz24703

Quick question about this property -- I'll be there in a few weeks for an extended stay. Is there an ethernet plug in the room? And how is WiFi for everyone? Spotty? I have a mini WiFi hub that I take with me, but some hotels don't have an ethernet plug in the room. Working solely off WiFi is fine, but it can get a bit slow if more people are online.

19103_aa

the pic in the thread's first post indicates an ethernet port on the desk.

Izz24703

Saw that, but it's also labeled as "In"...though I'm not sure what it's communicating "In" to...I would expect it to say out.

Markie

Since my stay in 2010, they have downgraded the Diamond Breakfast to being Continental Breakfast only.

Whilst the hotel has given me a high floor (14) the room is not upgraded from what I booked.

missydarlin

are you here right now? If so, thanks for bringing the nice weather