My experience staying at the Hyatt Regency in Greenville, South Carolina this weekend gives a new meaning to their advertising slogan, “The Hyatt Touch.” And because I have absolutely nothing better to do right now except guard my room from potential theives, I thought I’d share my Hyatt experience with you in what I consider an open letter to the CEO of the Hyatt Corporation, Thomas J. Pritzker.
Dear Mr. Pritzker,
I am writing to inform you that I am currently a guest of yours at the Hyatt Regency in Greenville, South Carolina. I am staying on the 7th floor and am writing to you via the magic of the T-Mobile wireless HotSpot in the Hotel. I paid $10 for 24 hours of internet access. Last weekend when I stayed at a Marriott hotel, my wireless broadband internet service was free. Just thought I’d let you know. But that is not the main purpose of my letter.
Instead, I would like to fill you in on the disappointment I have felt dealing with your company this year. Without going into all the sordid details, of which there are many, I simply want to inform you that the product I believe I purchased from you in good faith was not what was delivered. Instead of receiving 12 rooms with double beds to suit 4 people in each, I received 12 rooms with a King size bed in each. Sheesh. If I wanted to sleep 4 people to a bed I would just go back to my hillbilly home.
But sarcasm aside, I have talked to some of your very nice employees. Linda from Omaha who works in Customer Relations was very understanding. She made LaChanze, the front office manager who was in a ‘meeting’ when I asked to speak with her, call me back. I want to send a special shout out to Mary Lee in reservations for tirelessly confirming each and every one of my reservations last Tuesday. I am convinced that she had no idea that what she was telling me was a complete and absolute lie. Really. She was very sweet. Even the Pee Wee Herman look alike dude at the front desk was acceptable when I explained the pickle in which your company place my group. Only problem was, nobody offered a viable solution other than suggest that I try to find another place to rest our heads. Not one person even apologized or admitted that your ‘request’ policy is pure bunk.
Ya know, the hotel business isn't rocket science. It is hard for me to believe that every bed in every one of your hotels is not accounted for by your bean counters. I bet you even have bed listed in your computer system so if someone like me calls and says, “Hey, I would like to rent 12 rooms with double beds, please?” Your reservationist can look at the computer and see if indeed there are that many available rooms and reply, “Hey, that would be great.” or “No, I’m sorry. We only have King beds available.”
Call me silly, Mr. Pritzker, but I get the feeling that your corporation thinks finding customers is like shooting fish in a barrel and does not want my business.
Next year I intend to ease on down the road to the Westin.
Sincerely,
Marie@BlueRidgeBlog
P.S. I’ve attached a couple of photos of some of the little things that are wrong with my room. For example, the lock doesn’t work. Really. Anyone can walk into my room. Also, one of the unused towels in my room was wet. Yuck. I pressed a tissue against it so you could see just how damp it is. These are an example of small problems that normally I would call the front desk and report, but I really don’t feel like dealing with wicked Rachel at the front desk. I don’t need her attitude and frankly, I just want to salvage what is left of my weekend....
