Cheap Room Switch by Hyatt Kauai
 

Just returned from a few days in Kauai. Stayed at two well-regarded resorts. Enjoyed excellent service at one and was tremendously disappointed with other one.<BR><BR>Early in the year we decided to spend the week of Memorial Day 2002 in Kauai. Since it was going to be our first (and maybe only) trip to Kauai we thought we would go all-out and get full ocean view rooms at both properties. We made sure reservations knew we would accept only a full ocean view. <BR><BR>We should have suspected something was wrong a few weeks later when we received a cancellation of our reservation and a re-booking from Hyatt Kauai on the same day. I called reservations to inquire and they told me we were still booked for a deluxe ocean view. On check-in we confirmed we were booked for a deluxe ocean view; on reaching our room we had been assigned a partial ocean-view. We could not see the ocean from inside the middle of our room. To see the ocean we had to walk to the window or go out on the balcony. We complained to both the bellman and to the front desk. The bellman acknowledged it was not a deluxe ocean view room. He called the front desk on our behalf but to no avail. We were told a large group had checked in the day before and had taken all of the deluxe ocean view rooms. Nor did we get a discount back to a partial ocean view rate. We were told our room had been classified as a ocean view for our stay!<BR><BR>It seems to me what happened is that Hyatt had the opportunity to book a large group but needed more deluxe ocean view rooms. Some partial ocean view rooms migrated into the deluxe ocean view category to accommodate the people who had already booked and to meet the needs of the large group they were trying to land. We had booked early when summer tourism was still questionable and we had a low room rate, so we were among those with confirmed deluxe ocean view accommodations being asked to pay the same rate to stay in a lesser room.<BR><BR>Rather than let it ruin our vacation we didn't complain to the general manager while on property. We had already found the front desk staff to be quite arrogant and feared the GM might be more of the same. One front desk employee said in a snotty tone, "Well you are only paying $xxx.xx for a $600.00 room" (like they get $600 for these rooms anyway). I've been debating since returning home whether it would do any good to complain to the GM. My copy of the billing says his name is Jerry Gibson. Has anybody had dealings with him? Any suggestions on what we should do? We still have all of our written confirmations. If this has happened to me it has probably happened to others and may happen to more people in the future.<BR><BR>I don't understand the reason for Hyatt's arrogancy on this property nor the reason for it being hyped so much. It is over-marketed for the experience the guests receive. We have stayed at a dozen properties with better facilities and amenities and a whole lot of hotels with more integrity and class.<BR><BR>

Dear Screwed,<BR><BR>Your best option would have been to complain directly to the GM while you were there & not be intimidated by snotty desk clerks. It's hard to get satisfaction once you're miles away at home & the bill has been paid.

It's too late now, you should have complained on the spot or checked out at that time. The only choice left is to dispute the charge with your credit card company. Since you stayed you basicly told Hyatt that you weren't that upset. I hope you remember the name of the bellman that told you your room was only a partial OV. I would send a letter to the hotel manager and the national Hyatt hotel complaint compartment. You should not have signed for the final bill either. Always complain immediately to the manager - don't take no for an answer.

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Write a letter to the manager that explains your distaste with your stay at the hotel. Explain that you were lied to and given the cold shoulder by the front desk staff. Detail how your vacation was ruined and you have no intention of coming back to the island for this reason alone. That should get the attention you need. But you really should have voiced your concerns immediately so it may be more difficult at this point to get financial reimbursement. Your credit card company will not do anything for you since the hotel will have the paperwork to show you authorized the room rate and showed no objection during your stay. ALWAYS complain when you first arrive to your room when you find you got something unsatisfactory!

We had a simalar experience at the Hyatt in Oahu. We found our room to be in disgusting shape. The furniture was peeling and we had burn marks in the rug, the rattan furniture was peeling it's laminate and the chairs were badly stained. We called the front desk and they would not do anything for us. We wrote to Hyatt Guest Relations in Chicago. They heard our complaint loud and clear. They gave us a certificate for five nights to any Hyatt we wanted. Please speak up with your complaints. We don't pay good hard earned money to stay in five star hotels, only to be so let down. The address we sent our letter to was:<BR>Hyatt Hotels Corp<BR>200 West Madison St<BR>Chicago, IL 60606<BR>I Would give it about two to three weeks before you hear anything. Hope this helps.

What I don't get is why you don't use a real name here and you never complained. Not complaining to management while on the property have you never stayed in a hotel room before? If you get undercooked meat at a restaurant do you eat it anyway? Hotels are happy to accommodate unhappy customers. In Hawaii if staff are not dripping "aloha" they get fired. Jobs are scarce and it is rare that hostility is tolerated. In terms of the staff being arrogant. Arrogant on $8-$10 an hour, I don't even think front desk staff are unionized in those hotels. Think you were placing them on a pedestal and projecting your own ideas about how you felt complaining.<BR><BR>I have gotten money back, room upgrades and like when a room has not been to my liking. I frequently travel on some kind of discount I found on the net and I am escorted to the least appealing rooms. I am paying low prices I understand the logic. Does that mean that I don’t complain about conditions that don’t reflect the hotels reputation? No. Beyond this I have always heard that the Ocean Rooms at the Hyatt are not spectacular. If you go to epinions.com reviewers tell you not to book ocean views and save the money.<BR>

How was the rest of your experience? The room, the dining, the spa, etc.? Some people rave about the hotel and others say it is way over-rated.<BR>

Somebody is pissed, apparently, with Hyatt per se. Hard to take this seriously since they failed to take even the simplsest effective step to correct the situation. Could this by chance be the first appearance of the dreaded Hotel Troll?

No, not a hotel troll. And yes, steps were taken to complain. When we asked to speak to a supervisor at the front desk we waited and then received the response that the hotel was full with an insurance group and management couldn't do anything and they kept insisting this was a bona fide ocean view room. After waiting as long as we had to wait for our room - with tired kids, etc. - you have to move forward and salvage what you can of your vacation.<BR><BR>Some aspects of the hotel lived up to expectation, most did not. The entry is impressive with the Pacific Ocean framed in the background, the grounds are lovely, we enjoyed the head doorman on several occasions and was impressed with his efficiency and professionalism. The bell staff and travel desk employees were good. The staff and food at the Tidewater Restaurant were excellent. They brought fish food in cups to the table so our children could entertain themselves while waiting for dinner to be served.<BR><BR>We didn't use the golf or tennis facilities or the spa.<BR><BR>On the negative side we thought the room amenities were lacking. Bathroom towels were thin and undersized. The shower was wimpy. More water leaked out of the faucet than went up the pipe to the shower head. There was dirt build-up in the grips on the floor of the tub - something you would expect to find in a $39 or $49 hotel but not a resort like this. There was an electrical short in two of the table lamps. We had to tap the base or sides to get the light to turn on.<BR><BR>The Italian restaurant was just O.K. When we ordered from room service the food arrived lukewarm. There seemed to be an extraordinary emphasis on building revenue and cutting costs at the expense of guest hospitality. One example, I ordered a club sandwich at their Ilima Terrace Restaurant. This is a multi-layered sandwich with turkey, bacon, lettuce, cheese, and six or so tomatoes in four layers. All of the tomatoes were end pieces. Obviously they are taking the middle cuts of the tomato and using them in dishes where appearance is important and taking the end pieces for use in less visible places like a sandwich.<BR><BR>We felt like this metaphor represented the hotel well. They work hard to create the right image in all of the public places. Scratch a little deeper though and you find their service level and quality breaking down.<BR><BR>We did some checking this mornng just to confirm to ourselves that we hadn't misunderstood when booking our reservation. We called as a potential guest and asked about deluxe ocean vs. partial ocean. The agent explained that deluxe ocean are those rooms running parallel to the ocean and partial ocean are those rooms running perpendicular to the ocean. Our room was in the perpendicular wing, looking directly out over the grounds. It still comes back to Hyatt re-classifying some of their partial ocean rooms over to ocean view once they have their guests on premises.<BR><BR>

Tidpools is the restaurant but thanks for the chuckle. What in the world is Tidewater? The water in your washing machine?

Screwed by Hyatt<BR>Well than what you need to do is obvious, write to the corporate headquarters of the hotel. Carefully detail your experience with names dates and so on at the Kauai location. You can see from other posts that you are in the minority so it is highly likely that they will compensate you. <BR><BR>Next time insist on compensation, I think not doing this on your stay is why the irritation sticks with you.<BR><BR>Remember not to be intimated by a service industry worker. Not a reason to disrespect them but let them know that you won’t tolerate them ignoring their job duties. Think some forget this when they are in a nice hotel. I have only had wonderful experiences in Hawaii. I know this is largely because people with attitude are quickly replaced. This is what my local friends have told me because I have asked about it, the sweetness can be a bit unnatural at least to me, coming from NYC.<BR>

oops. Make that Tidepools.

You could also put a stop on your credit card payment, as the services delivered were not what you had reserved/paid for.<BR><BR>At least this approach might lead to a reduction in the rate you paid, showing up as a credit on your card.

Would the credit card company really agree to stop the payment on a receipt that you actually signed? Wouldn't that mean that at the time you agreed to the charges? Have you had any success with doing this? Seems too easy to be true.

Screwed,<BR>We have to laugh at some hotel's/condo's definition of "Ocean View".<BR><BR>We were looking to buy a small condo in Poipu a few years back. It was advertised as "ocean view" so it was a bit more $$$ than the one that faced the "garden view: ie parking lot with 2 big trees.<BR>Well, to see the ocean, you had to almost stand up on the ottoman and lean to the left. Pretty funny. We didn't buy.<BR><BR>I'm sure Hyatt Corp would like to hear about your less than pleasant experience on paradise. Give 'em heck.<BR>Mahalo,<BR>Kal<BR>212

Credit card companies will not issue a stop payment in this type of situation. I have tried to stop payments for more severe issues than a poor view. Stop payments are really for credit theft. <BR>Don't know what the corporate offices would issue after the fact. I have been issued credits, free nights, upgrades, dinners and hotel vouchers. In one scenario I know someone who got an entire week free at Marriott hotels. It was a condo complex at a golf resort and I forget what the problem, (compensation was offered) but I don't remember it being a huge problem.<BR><BR>Ok I am telling you what I have received and what my sister has received. In your letter I would be as specific as possible and stay away from the tomato sandwich story makes you look like a nitpicker. I would have requested tomatoes slices then not complained about it later.<BR><BR>Finally you can only ask yourself if this is an issue of the high cost at the Hyatt. I know it can be overwhelming on first big vacation to get a hotel bill that exceeds 2thousand dollars I have been there. Thing is if you don't get over the loss of that spent money you wreck the experience of what you spent it on. <BR>

While I agree with most of the other posts that you should have pursued the matter while there, there certainly is no harm in and possibly some good will come out of writing a letter to Hyatt. Be as specific as possible but don't rant - think you'll have more success if you present yourself as a rationale, reasonable person who had a negative experience. If you are a repeat Hyatt visitor, I would certainly mention that in your letter - Hotels don't want to lose repeat customers over one negative experience.<BR>

I'm with Kate. And yes, I definitely applaud your decision to try for an improvement, and then, when you didn't get it, salvage the vacation. <BR><BR>I know it sounds trite to say 'think of it as a learning experience' but it's also easier to live with than stewing over the feeling you were had.

So, how long before we get an attorney involved in our not getting tomato slices instead of end-cuts? And will compensation really buy anyone satisfaction?<BR><BR>Come on folks, you can't reverse what's already happened. But you can learn, and maybe prevent a similar future experience.

I think Screwed just shared the tomato slice story as an analogy of his total experience at the Hyatt, not because he is a nitpicker.<BR><BR>Screwed, I also agree you should write a detailed, rational letter to the GM, and attach copies of all your written confirmations for a full ocean view room. Even if you don't get much in the way of compensation you will feel you've done your best.<BR><BR>I also understand the need to press on and salvage a good vacation, especially when you have kids with you. You can only voice your complaint so many times to deaf ears at the front desk before you start to feel you'll pop a blood vessel. Storming out of the hotel, family in tow, with the hope you are going to find a similar quality room for a similar early-booked rate would have been irrational. Because you stayed in the room they offered doesn't lessen your complaint. Good luck!

I think going to Kauai and spending the money to stay at the Hyatt and not getting what you expected is really disappointing. I didn't think any of the rooms there would have had a good enough ocean view room to pay the price but if someone did and they got gyped well that is a total drag.

And, I'd definitely quote the front desk person who said you were lucky to stay in the room you were in for the rate you paid -- they offered the discounted rate, for pete's sake!<BR><BR>This kind of attitude from front desk people always bowls me over. You get this sometimes when you stay in a room for free because you "earned it" with miles, or with priceline secured rooms. Hey, if they could sell the room for $600 per night every night, why don't they?

Curious - I think you've missed the point. The main complaint is that they paid for an ocean front room but did not get one. That could mean an overpayment of several hundred dollars over the course of a trip. You can't reverse what happened but you can certainly try to be compensated.

From Hyatt's perspective, Screwed did get what they paid for, whether the room was reclassified or not. So the problem is that Screwed's expectations didn't align with what Hyatt was willing to deliver. Feelings left by unmet expectations are hard to overcome, so I admire Screwed for not making a stink and moving on. As the damage had already been done, the notion of demanding satisfaction, seemingly advised by many here, wouldn't really have satisfied anyone, except maybe eventually some attorneys.<BR><BR>If there is a letter to be written, it should be to advise Hyatt why Screwed won't be staying with them anymore. Hyatt can respond in whatever way they choose. But Screwed now knows something about Hyatt, and maybe s/he learned something about managing expectations too.

It really all comes down to what you have in writing, screwed! If you have a confirmation of a deluxe oceanview room, then you didn't get it and you can write to Hyatt with a copy of that confirmation and your actual hotel bill that will show your room number so that you can prove it was only a partial.<BR><BR>If however, you were simply guaranteed an oceanview, then you got it. If you requested a full oceanview but didn't specifically pay for it, it is only a request. Do you have something in writing that says deluxe ocean view confirmed? Do you know what the cost was for the partial oceanview instead?

I agree with the other posters who say that you should write to Hyatt's customer relations dept. Detail and provide documentation of your primary complaint without going into any of the lesser issues (otherwise you'll just come across as a whiner). I would then cc a copy to Hyatt Kauai's GM - the fact that you wrote directly to customer relations should get his attention. Are you a Gold Passport member? If so, and especially if you have elite status, I would definitely note this on the letter. Good luck.

I just had a look at the Hyatt Kauai site and, typical for a large hotel chain, there are about a gazillion rates and packages offered.<BR><BR>Screwed, you mention that the rez desk constantly reassured you that you had deluxe ocean view; however, you don't mention what specific rate code you booked, other than I gather you didn't pay the theoretical full rate (I say 'theoretical' because I agree, probably very few ever pay the full $600 rate.) The specific rate code is going to be important, since attached to each one is a set of 'terms and conditions' (and yes, they are in fine print, even on the web site.) For some packages/rates, the terms specify that the hotel reserves the right to change the type of room without notice. <BR><BR>It may come down to just what the hotel winds up actually billing you on your credit card. Meanwhile, while I recognize the hotel has the right to set terms, I do think staff should be instructed to make sure customers understand the terms when a booking is arranged over the phone. That said, even though they should tell you, I think there's a lesson in here for all of us: when booking a hotel, ask for ALL the terms and conditions of the booking. <BR><BR>

What is the lesson for all of us Sue? This is a ridiculously long thread about someone who felt that the front desk was too intimidating to insist compensation from. Do you honestly think a gold pass member would be too shy to insist compensation if other rooms were not available. The sandwich critique was a tip off of the author’s personality. Someone who frequents places like the Hyatt or someone that just eats out regularly returns something that falls below standards. You can’t return the room if the hotel is full but you get compensated. The sandwich give us all a break it wasn’t a 5 star dinner it was a lousy sandwich. Scratch the surface and you have whiner here. I guess the waitresses looked intimidating also. You are not a complainer fine than don’t complain here later.<BR><BR>I am sorry but I honestly think many of you have absolutely nothing better to do than ponder this stupid stupid quest for compensation after the fact. Put out some new Posts. Screwed by Hyatt was most likely Screwed by the cashier at the super market upon returning, the parking lot attendant on the last trip into a big city, the dry cleaners, film developers and so on. <BR>

By all means do write and complain to the hotel itself. Many people do not do anything about any complaints they might have had until they get home. You are not alone on this point. Most chains have some sort of budget to allow for compensation, it is part of the business. And I would bet the GM does not want a complaint letter going to corporate. Be very specific on what was wrong and keep copies of everything.<BR>The GM will probably only have the power to authorize a refund for his hotel and if thats OK with you...great! But if you still wish to write corporate first, you most likely will get a refund and/or credit towards a future stay.

I'm sorry that you didn't get the room you paid for, but I would defiantly fill out the room stay comment card on the website. I did when I came back from my vacation and was contacted directly by customer service, then hotel. (I had left my bathing suit in the dryer there, they didn't find it.) Their website for this is: http://www.hyatt.com/corporate/conta....jhtml?ssnav=0. Hope this helps.

To you, there is no lesson, but I have a different opinion. To me, the lesson may be that hotel staff aren't always as forthcoming about terms as they should be. I say 'may be' because I don't know all the terms of the transaction, so I can't commit to more than that. I do know that I have often had to be very persistent in getting hotel staff to detail terms of cancellation policies, etc.<BR><BR>To you, complaints are never legitimate. To me, they frequently are, and handling them is a bit of an art form, as is trying to avoid having to do so in the first place. The shared experience of many people, I find interesting in this regard. I do appreciate that you may not be interested in the subject, therefore, you may wish to check the board for different posts more in alignment with your interests.<BR><BR><BR>

Speaking of clarifying terms, above post was in response to 'GetaClue.'

Getaclue - you must be a joy to live with.

Thanks for all of the helpful suggestions. We have the GM's e-mail address and will drop him a note. We'll let you know what happens.<BR><BR>We've checked all of the fine print on our reservations confirmation and also checked through all of the terms they have listed on their website and don't see where we are in error. We should have a persuasive case. Our reservation slip and the documents we were given at check-in at the front desk say ocean view room. The room we were assigned is acknowledged even now by their reservation staff as partial ocean. Like a lot of hotels, Hyatt just handed us the final statement - nothing signed.<BR><BR>The range of opinions given is insightful, but it is likely we would take the same course the second time around. The time economics are different when on vacation. If I had been alone I would have tracked the GM down on the spot. However, when several other people are waiting you don't want to spoil their vacation as well by making them wait another hour or two, not to mention the emotional toll it puts on them. <BR><BR>Don't want to be "penny wise and pound foolish". In other words spend so much time badgering the hotel staff that we miss real reason for being there - the sunset from Polihale or fun with the kids in the surf. Making an argument on premises is expensive time wise and less expensive after the fact. Didn't think we'd get an ocean view anyway because the hotel was full and the staff quite harried.<BR><BR>The biggest rub was being treated like a carpetbagger by the front desk staff. We booked the deal when they were trying to jump-start their post 9/11 business and now we had a room other guests probably would have paid hundreds more to occupy.<BR>

You should not feel that you can't do that screwed by Hyatt. I travel with a family of 6 and the management at the Hyatt was very accommodating. Did not ruin our day took at total of 10 minutes. I remember getting the wrong room when we requested another location, it was high season and the hotel was booked not all had checked in though. Also did not like my room at a Hilton property on Oahu. The above poster is correct they go out of their way at the Hyatt to take care of you, most hotels do this it is an industry that relies on reputation. Only thing is they need to hear your complaint first. I am sure if one word was uttered about the staff unapproachable quality there would have been trouble.

We did complain, Jessica. To the front desk and to the front desk supervisor. The bellman who took us to our room also got on the phone in our behalf to no avail. Like I said it was full with a insurance group that had checked in the day before. The staff seemed chaotic and disorganized, we had already waited a long time for a room, and the kids were anxious to go to the pool and start doing things. Maybe we could have switched after a day or so but who wants to repack and then unpack again.

You did it right. Don't worry or try to explain yourself. Many times once people have "cooled" down and really gotten their thoughts together, much more is done. I, generally speaking, found solutions were much easier to solve once tempers are down. It is hard to please a guest once they are so upset and disapointed but if I was contacted after the trip was over, I almost always refunded something, if not all, and would make sure they had a few nights free for a next visit with my hotel. Usually it did the trick and the guest returned for a wonderful visit. Let us know what happens.

I think the manager could have easily have met you where ever you were on the grounds, including the pool. That has been done for me. You just have to have a sense of entitlement. It is none of your concern that the hotel was full if they could not compensate you with a room they should have with cash, voucher blah blah. Heck I got back half a room rate once because a maid was inappropriately sharp with me in front of her supervisor. I also have been told to wait because the manager was up in someone's room does not mean I have to stand around the front desk. <BR><BR>I am not telling you this to create anxiety just so that you know for future reference. I also would not stop with a complaint to GM I would cc it to corporate headquarters. It will all work out, live and learn. Pretty small time operators to try and get away with a room rate rip off like that and I cannot believe that Corporate Headquarters would not blow a fuse if they got wind of it.<BR><BR>WasOnceA I worked in the hotel industry also and people do demonstrate a stronger sense of entitlement when displeased in hotels than screwed did. So live and learn but think my info is more helpful than codling.<BR><BR>screwed sorry to say you did not handle this aggressively enough first time round. So live and learn I am sure no one will take advantage of your kind nature again. Just remember entitlement and that ultimately the hotel wants you satisfied. Whats more important the repeat visit by you and your friends or the money they made not charging you on one single stay? A manager and higher leveled person understands what is important. The lower people just don’t have the power to compensate you. <BR>

Sorry for all the "live and learns" as you can see I did not proof this.