Cheap Room Switch by Hyatt Kauai
May 29th, 2002, 12:04 PM
#21
Guest
Posts: n/a
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.
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.
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!
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.
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!
May 29th, 2002, 12:08 PM
#22
Guest
Posts: n/a
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.
May 29th, 2002, 12:11 PM
#23
Guest
Posts: n/a
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!
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?
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?
May 29th, 2002, 12:15 PM
#24
Guest
Posts: n/a
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.
May 29th, 2002, 12:55 PM
#25
Guest
Posts: n/a
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.
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.
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.
May 29th, 2002, 01:11 PM
#26
Guest
Posts: n/a
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.
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?
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?
May 29th, 2002, 02:02 PM
#27
Guest
Posts: n/a
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.
May 30th, 2002, 03:13 AM
#28
Guest
Posts: n/a
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.
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.
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.
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.
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.
May 30th, 2002, 04:48 AM
#29
Guest
Posts: n/a
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.
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.
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.
May 30th, 2002, 04:55 AM
#30
Guest
Posts: n/a
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.
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.
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.
May 30th, 2002, 05:43 AM
#31
Guest
Posts: n/a
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.
May 30th, 2002, 05:50 AM
#32
Guest
Posts: n/a
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.
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.
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.
May 31st, 2002, 08:08 AM
#35
Guest
Posts: n/a
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.
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.
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.
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.
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.
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.
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.
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.
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.
May 31st, 2002, 08:29 AM
#36
Guest
Posts: n/a
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.
May 31st, 2002, 11:05 AM
#37
Guest
Posts: n/a
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.
May 31st, 2002, 11:19 AM
#38
Guest
Posts: n/a
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.
May 31st, 2002, 12:08 PM
#39
Guest
Posts: n/a
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.
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.
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.
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.
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.
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.
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.
