I emailed my complaint twice without benefit of even a reply!!!
HAUPPAUGE, NEW YORK -- I stayed at the Hyatt Regency over Thanksgiving 2008. Here is the email I sent TWICE. They haven't even responded!!
My wife and I stayed at the Hyatt Regency Long Island in Hauppauge, New York for 3 nights from Nov 26-29 and we were very disappointed.
We had booked 2 spa treatments for my wife. When we arrived tired after a 10 hour car trip from Ontario, Canada and my wife was looking forward to her treatments, we are told that there is no spa in the hotel and that someone would come to the room. That put us off immediately. Then we were told that only one of the treatments was available and it would be late. So we cancelled everything.
Then we find out that we had to pay for internet service. What kind of upper class hotel still charges for wireless internet? Even the local Best Western always offers free internet. So we went 3 days with no internet.
When we arrived back at the hotel on Thanksgiving Day at around 4 pm, we saw a beautiful spread being served in the dining room. When we asked what that was at the front desk, we were told that it was Thanksgiving dinner and it would be served until midnight. When we arrived at the dining room a bit after 6 pm the spread was gone and only regular dinner service was available. So, again disappointed, we SETTLED for what was available. There were about 20 people in the dining room at the time, most of whom were in one group. Midway through our dinner service, there was some problem with the big group's meals and they all just got up and left. as a result everyone in the dining room including maitre d', servers and bussers all went to clean up the group's table and spent all their time talking to each other about what had happened. In the meantime they IGNORED us and everyone else in the restaurant. We had to wait half an hour for dessert and the dishes from our entre were not cleared from our table until AFTER WE LEFT!
On the morning of our departure, we had an even bigger problem. Our room had been PREPAID through RBC travel rewards and the hotel's system had no record of that even though I had my confirmation showing it. In short, it took your people OVER AN HOUR to clear it up and we were late to our destination as a result.
We do quite a bit of traveling and we stay in a lot of hotels and this experience has to be the worst one I have EVER had.
THE LEAST I WOULD EXPECT IS A FULL REFUND OF THE $377 USD THAT WE PREPAID IN GOOD FAITH AND A PROMISE THAT THESE ISSUES WILL BE DEALT WITH BEFORE I WILL AGREE TO STAY IN YOUR HOTEL AGAIN.