JACKSONVILLE, FLORIDA -- Recently stayed at your hotel in Jacksonville Florida and I valeted my vehicle, I left that evening to purchase food and returned my vehicle to valet that evening. I checked out that morning. My passenger and driver's doors opened for me and my luggage loaded. I drove 30 minutes and pulled over for gas. I returned from the attendant cashier and got a look at my front hood and noticed a 4 inch scratch and dent on my vehicle. I contacted the hotel and a claim form was faxed to me. I completed the claim form and contacted the management regarding the status.
Mr. ** said that he had completed his investigation and that he would not honor my claim because I had not realized the damage before I checked out of the hotel. I am sure that all parties will claim that they are absolved of liability. I valeted my vehicle in care your establishment and upon its return, it was not in the same condition as it was in when I released it to your care. The reason I stayed in your establishment rather than choosing a motor lodge or a Motel 6 or any other hotel is because I have an expectation of care, service and responsibility.
Until this is resolved I can't really tell the difference between your organization and any other hotel establishment that is along the side of the road. This never happened at Ritz Carlton, InterContinental, or Marriott, but it did happen on your watch. I can definitely see why this organization made the mistake of not bringing resolution to this, but I can afford the repair. I just wanted to give you and your affiliates the opportunity to do the highest and best action that you could offer. What I have gotten so far is that no one wants to own any responsibility for wrong doing. The fault then is mine for choosing irresponsibility over responsibility. I am sure that you can relate to this.
No legal issue here, just a moral issue. I never left my vehicle during the time I went out for food because nothing was opened. The location of the dent suggest that a gate bar closed down on the hood. Because the dent and scratch are above the headlight on the hood passenger side. Actually it could have gone unnoticed with the exception of the hood dent which really stands out. Thanks.
FT LAUDERDALE, FLORIDA -- After pre-paying through Priceline for a room over a month in advance, we arrived at 3:30pm to check in and, for starters, had to wait 20-30 minutes while they got a room ready for us. We finally got our room keys and got all our luggage up to the room only to find out it was a 2 double bed room. So we didn't unpack and I went to the desk only to be told they would let us know when a King room came open and switch us into it. Disappointed, we went to dinner and after 3 hours, came back only to find that no rooms were available yet.
So we gave them another hour or so and went down again to complain to the manager who was "not here" until the next morning at 9:30. So I asked that he call us when he arrived. So we ended up scrunching into the double bed which might have actually been kind of romantic if it weren't for the rock hard mattress and cardboard pillows (thank God we always bring our own) and the water bugs near the window AC unit that vibrated like a semi truck all night.
After a horrible night's sleep (BTW the way the upset bride wasn't in the "mood" by this time either!), the next morning we got no call from the manager so we had some supposed Seattle Best coffee and raisin bran (nothing else looked better at the comp breakfast). I went down to talk to the manager hoping he might be interested in an idea I had that wouldn't cost them anything to turn us into happy customers by allowing us to park at the hotel and use his shuttle during our cruise the next day.
And for 2 more hours all we got was "he is on a conference call" and 3rd party reservation policy regurgitation that doesn't guarantee bedding preference until we finally checked out MAD. They wouldn't even give us a receipt showing no further charges would go against my card, saying I had to have Priceline give me a receipt. Since then I have contacted Priceline and Hyatt Place to no avail. Only Priceline has even contacted me back with policy regurgitation that bedding preference is NEVER guaranteed with any reservation through them. That's the kind of customer satisfaction response that makes you want to NEVER do business with either company EVER again.
SAN ANTONIO, TEXAS -- My wife and I stayed at the Grand Hyatt in San Antonio Texas on May 21 & 22, 2010. We had previously stayed at a Hyatt in Sarasota Florida and discovered that they used my debit/credit card to freeze $40 in my account in case any additional charges should pop up. I only learned this because I checked my account online. I called and complained but they said that was Hyatt's policy. Unfortunately, I had already booked a stay in San Antonio using my same debit/credit card. I always pay cash so I just use the card to hold reservations.
When I arrived at the Grand Hyatt in San Antonio, I had to pay an extra $50 in cash in case we should purchase something or use some service. When we left, I paid the total in cash. A few days later, I noticed that there was a hold again on my checking account exactly equal to one day's stay (to the penny) for our room. I called the Grand Hyatt and was told that that was their policy. They say they hold the money for 72 hours but it is actually much longer than that before it is released.
So, if you're traveling, staying at Hyatts, be prepared to have hundreds and even thousands of dollars being held in your checking account if you are using a debit/credit card and staying at several Hyatt hotels. Don't bother complaining because they simply don't care. For us, we will never stay at another Hyatt ever again. I asked personnel at Country Inn & Suites and Marriott whether they also did this and they said they had never heard of it.
As a side note: The Grand Hyatt in San Antonio nickeled and dimed us to death - even to the point of charging a minimum of $9.95 for 24 hours use of internet connection. Hyatt's actions has shown that they don't need my business; there are plenty of others who do.
HAUPPAUGE, NEW YORK -- 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 entree 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.
AUSTIN, TEXAS -- I have traveled all over the world for many years and I have never been "taken" for excessive fees until now. I had a reservation for 3 nights and had to check out a day early. No problem right? So what did Hyatt do? They said they would have to charge me an early departure fee. They said the fee is because they could not sell the room for that extra day.
I found out they are also at about 60% capacity but the clerk denied that. Their extra "fee" amounted to an entire additional day hotel cost + state and city taxes. So they charged me for services they did not provide and then disguised it as an early departure fee. I will never stay at Hyatt hotels again and will let everyone I talk to know what they are doing. This is just a complete ripoff and they know it. Now everyone of you will too.
CHICAGO, ILLINOIS -- I had made reservations prior to arrival at the hotel (Hyatt Regency Center). As I arrived at the hotel, I asked a valet for directions to guest services. The valet was very helpful. As I approached the guest services desk, I was just stared at briefly by three reservationist assisting guests ahead of me. A few minutes later all guests were completed with reservations and walking away from area.
I stood waiting for someone to assist me. I stood waiting as each of the three reservationist never looked up to assist me. I finally got their attention by saying, "Excuse me can one of you assist me, please?" The middle reservationist asked the reservationist to his right, "could you please help him please." Not using the term, "I'm sorry sir, sorry for the inconvenience, how can I help you?" No apology, NOTHING IN CORRECTIVE MANNERISM/PROFESSIONAL COURTESY.
My room 1523 had a bed that was squeaky. It was late when I arrived at the hotel. I wasn't in a mood for debating. I just wanted to go to my room. I've never been treated so rude.
PLYMOUTH MEETING, PENNSYLVANIA -- Traveler beware - if you choose this place, you'd better be sure you haven't left anything behind, because you can forget getting it back, and being treated with courtesy and professionalism when you call to report that you've forgotten something. I left a pair of expensive running shoes in my room. I knew exactly where I left them. I called the night I left and was told housekeeping wasn't in so the room couldn't be checked. That was my first clue that no one at that hotel gives a damn about customer service. I was promised a call back the next day. I didn't get it.
When I called again, I was told housekeeping didn't find anything, which is borderline miraculous. I suspect the relative of a housekeeper is enjoying himself some nice, free running shoes as I write this. I placed a total of four phone calls, and not once did I get the sense that anyone there wanted to be bothered. I made a mistake and now I'm paying for it. I got ripped off. If you're not careful, you will be, too.
SCOTTSDALE, ARIZONA -- I was upsold a suite for twice the price two months prior to my stay. I asked for a regular room and was told they were out. I later learned that 3 people I talked to booked after and even on the day I arrived. On my arrival I was made to wait in 90 degree heat for three hours for my room. They said they had till 4:00 and I got my key at 3:55. Service was bad, and the front desk was rude.