Cheap Room Switch by Hyatt Kauai
May 31st, 2002, 03:32 PM
#42
Guest
Posts: n/a
I'd send the letter to Hyatt as others have suggested, detailing the entire experience. Send it by registered mail "return receipt requested". Then wait four weeks and if still no answer or genuine effort on the part of Hyatt to make things better, write to the Ombudsman column of Conde Nast Traveler magazine. They specialize in helping travelers resolve issues such as this and seem to have a fairly good success rate (and when they don't, a large audience of well heeled travelers finds out about it).
Jun 4th, 2002, 02:27 PM
#44
Guest
Posts: n/a
No, nothing is resolved yet. I will probably have to take this to corporate.
My e-mail to the GM was intercepted and responded to by the Director of Rooms, who replayed the standard line from the front desk. He said my room (#4019) is considered a deluxe ocean view because you can see the ocean when you step out onto the lanai. His definition of an ocean view and what I am told by their reservations group when they are trying to book a room are two different things.
My e-mail to the GM was intercepted and responded to by the Director of Rooms, who replayed the standard line from the front desk. He said my room (#4019) is considered a deluxe ocean view because you can see the ocean when you step out onto the lanai. His definition of an ocean view and what I am told by their reservations group when they are trying to book a room are two different things.
Jun 4th, 2002, 02:57 PM
#45
Guest
Posts: n/a
Sorry to hear about your issue. My husband and I stayed at the Maui Hyatt on our honeymoon last year and experienced too many disasters to list. We also go the snobby remarks because we had negotiated a rate and were only paying $XXX.XX for the $600/night room. If it makes you feel any better, we did have an ocean front room and decided we wouldn't waste the money booking an oceanfront room again because we were hardly in our room.
Anyway, we complained at check-out, and it did no good. I wrote to corporate and nothing happened. We were truly disappointed. My father gives Hyatt a lot of business with convention work, so I would have thought that would have given us a little pull, but no such luck. Decided it was time to move on and chalk it up as one of life's experiences!
Anyway, we complained at check-out, and it did no good. I wrote to corporate and nothing happened. We were truly disappointed. My father gives Hyatt a lot of business with convention work, so I would have thought that would have given us a little pull, but no such luck. Decided it was time to move on and chalk it up as one of life's experiences!
Jun 4th, 2002, 09:45 PM
#46
Guest
Posts: n/a
Sorry to hear that you had a bad experience but personally I don't feel much sympathy for people that complain but dont attempt to do anything about it. I just got back from a vacation in Mexico with my husbands family. Their room was horribly hot and humid because their air conditioner did not work properly(ours was fantastic). Instead of asking for a new room or asking for manitenance to look at it, they just complained all week to us. Talk about ruining a vacation. I used to work for Hyatt(a property in Colorado) and we took very good care of customers. Our GM especially was a great guy and generally they just want to keep people happy. Most likely if you had been nice to everyone you spoke with and spoke to the GM you would have had some resolution to your problems. I find that the nicer/politer/calmer you are gets you further. I wouldnt have let not being able to see the ocean make my whole trip unfavorable.
Jun 5th, 2002, 05:31 AM
#47
Guest
Posts: n/a
Screwed", I hate to get into this, but have a couple of suggestions and comments.
Your email to the GM wasn't intercepted by the Director of Rooms. All the GM's mail goes to him alone, but if he considers an issue to be relatively clear cut, he will often refer it to the department head under whose domain the problem falls for reply, which is what happened in your case. The GM did read it though, and he does care.
Rooms are classified as certain types and can't be reclassified from one type of view to another, at the whim of the hotel because all one type or another have been booked. That is not going to happen. My guess is this entire problem revolves around a misunderstanding of the term, "deluxe ocean view".
I would suggest you re-write the GM, restating your problem, (which as near as I can figure, is that reservations described one thing and you got something else). Be very clear as to precisely what you were told by reservations, then precisely what you found. In your original post you said you assumed (or were told that? I'm not sure) you could stand in the middle of the room and see the ocean, but in actuality had to walk to the window or go out on the balcony. Later you said you had to walk out onto the lanai to see the water. They will know the room and it's view, so be careful to describe it and your disappointment with it, accurately. It's not clear to me which term was used to describe your room by res and the front desk: full ocean view or deluxe ocean view. You've used both, but they aren't interchangeable. The bellman by the way, was trying, and rightfully so, to keep you happy and to be helpful after seeing your dissatisfaction, but in reality, may or may not know how all the rooms are classified.
If after your second note to the GM (and do reference your first note in this one), you are still dissatisfied, then carry on with corporate. Be aware that corporate will go back to the hotel to determine what has transpired thus far, so again, accuracy is important. Your approach is fine. It was not necessary to complain at the time...post-stay works just as well. They do want satisfied guests. I want to commend you as well, for pointing out when that Kauai honeymoon post was directed to this one, that it was not your intent to direct business away from this hotel, and that plenty had had positive experiences--a very mature approach considering the problem you were still wrestling with. In re-reading that note, by the way, it seemed that perhaps a portion of your problem may have been the front desk attitude and response to your problem. (That too falls under the Director of Rooms' domain so an issue he would address.) Hope you mentioned your feelings on that to the GM as well, and as specifically as possible--they DO most certainly care! Your first impression of the hotel is colored by the front desk and they should never come across as anything other than concerned, helpful, and friendly. There is no justification for any other attitude, and a failure here certainly can impact your attitude toward your entire stay.
Hope this has helped clarify the process some...best of luck.
Your email to the GM wasn't intercepted by the Director of Rooms. All the GM's mail goes to him alone, but if he considers an issue to be relatively clear cut, he will often refer it to the department head under whose domain the problem falls for reply, which is what happened in your case. The GM did read it though, and he does care.
Rooms are classified as certain types and can't be reclassified from one type of view to another, at the whim of the hotel because all one type or another have been booked. That is not going to happen. My guess is this entire problem revolves around a misunderstanding of the term, "deluxe ocean view".
I would suggest you re-write the GM, restating your problem, (which as near as I can figure, is that reservations described one thing and you got something else). Be very clear as to precisely what you were told by reservations, then precisely what you found. In your original post you said you assumed (or were told that? I'm not sure) you could stand in the middle of the room and see the ocean, but in actuality had to walk to the window or go out on the balcony. Later you said you had to walk out onto the lanai to see the water. They will know the room and it's view, so be careful to describe it and your disappointment with it, accurately. It's not clear to me which term was used to describe your room by res and the front desk: full ocean view or deluxe ocean view. You've used both, but they aren't interchangeable. The bellman by the way, was trying, and rightfully so, to keep you happy and to be helpful after seeing your dissatisfaction, but in reality, may or may not know how all the rooms are classified.
If after your second note to the GM (and do reference your first note in this one), you are still dissatisfied, then carry on with corporate. Be aware that corporate will go back to the hotel to determine what has transpired thus far, so again, accuracy is important. Your approach is fine. It was not necessary to complain at the time...post-stay works just as well. They do want satisfied guests. I want to commend you as well, for pointing out when that Kauai honeymoon post was directed to this one, that it was not your intent to direct business away from this hotel, and that plenty had had positive experiences--a very mature approach considering the problem you were still wrestling with. In re-reading that note, by the way, it seemed that perhaps a portion of your problem may have been the front desk attitude and response to your problem. (That too falls under the Director of Rooms' domain so an issue he would address.) Hope you mentioned your feelings on that to the GM as well, and as specifically as possible--they DO most certainly care! Your first impression of the hotel is colored by the front desk and they should never come across as anything other than concerned, helpful, and friendly. There is no justification for any other attitude, and a failure here certainly can impact your attitude toward your entire stay.
Hope this has helped clarify the process some...best of luck.
Jun 9th, 2002, 05:04 PM
#48
Guest
Posts: n/a
The last time we stayed at the Hyatt Kauai (which was our third), we had several problems, none of which were that major, but when taken together, aggravated me. When I got home, I wrote to the regular Hyatt complaint department with a copy to the GM at the Hyatt Kauai. I received back a letter from the GM, with a nice apology, and an offer that on our next visit, if I kept the letter, we would be upgraded to an oceanview suite. That was 2 summers ago. We kept the letter and we are booked to go in about a month. We booked a mountainview room, gave our travel agent the letter, and she spoke to the GM, who has provided the promised upgrade.
Of course, it is always easier to get a discount or upgrade on a later visit than it is to get money back for the current visit, as they feel that by giving you something if you come back, you will come back. However, I think this property is wonderful, and I believe our bad experiences last time were isolated incidents, so I was very happy with the result of my complaint.
Of course, it is always easier to get a discount or upgrade on a later visit than it is to get money back for the current visit, as they feel that by giving you something if you come back, you will come back. However, I think this property is wonderful, and I believe our bad experiences last time were isolated incidents, so I was very happy with the result of my complaint.
Jun 9th, 2002, 08:20 PM
#49
Guest
Posts: n/a
I had a disappointment at a Kauai property last year. I wrote upon return and (eventually) basically got a corporate "tough s**t" reply with minimal coupons for next time. Everything I've seen says that unless you complain at the time (upon check-in or whenever the problem arises) - you won't get much satisfaction. In my mind that translates to who has 'ownership' of the transaction $$.. if you've not yet paid the full bill then you have your best influence .. once you've paid you can be fobbed off with a coupon or two.
My mistake was that we were very tired, glad to have arrived etc and just didn't have the energy to make a fuss - after all, you're s'posed to be on vacation, not making a scene, right ?! Well, if it happens again somewhere, my reaction will be very different !!
In retrospect, we shrug about it, chalk it up to just one of those things, but still cherish the memories of that beautiful island.
p.
My mistake was that we were very tired, glad to have arrived etc and just didn't have the energy to make a fuss - after all, you're s'posed to be on vacation, not making a scene, right ?! Well, if it happens again somewhere, my reaction will be very different !!
In retrospect, we shrug about it, chalk it up to just one of those things, but still cherish the memories of that beautiful island.
p.
Jun 14th, 2002, 06:19 AM
#54
Guest
Posts: n/a
I had a similar expericence at the Hyatt in Kauai but a completely different result ensued. We were on our honeymoon and upon arrival, given the very worst room in the hotel--ground floor, no view, next to elevator. Even worse, there was a rowdy convention, the nightly events of which were held on a lawn right outside sliding our door. People were sctually on our porch, making out, drinking and chatting, etc!
I complained not with anger but pleaded for a fond honeymoon experience--we weren't moved right away b/c of a lack of space but were given keys to the stellar Regency Club with free drinks and food throughout the day and free passes to the beautiful spa. Our last 3 of six nights were spent in the presidential suite with full ocean view, stereo, 3 separate rooms, whirlpool tub, etc. I was totally impressed by Hyatt's willingness to remedy our situation and would return in a minute.
BTW: We loved Tidepools but didn't like the Italian place there. Roy's Poipu is the best.
I complained not with anger but pleaded for a fond honeymoon experience--we weren't moved right away b/c of a lack of space but were given keys to the stellar Regency Club with free drinks and food throughout the day and free passes to the beautiful spa. Our last 3 of six nights were spent in the presidential suite with full ocean view, stereo, 3 separate rooms, whirlpool tub, etc. I was totally impressed by Hyatt's willingness to remedy our situation and would return in a minute.
BTW: We loved Tidepools but didn't like the Italian place there. Roy's Poipu is the best.
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