Sorry!
Booked a Park King for 4 nights, received a Terrace Suite. Only diamond recognition. No amenity offered/received, no note/letter. It was acknowledged that I had stayed at the property before. Had breakfast in the restaurant, staff is amazing.
On my 3rd night, I had gone to the lounge to work around 3pm. I returned to my room around 9pm. I had left my phone on the desk and upon return, I found it like this.
View attachment 76784 There was a housekeeper in the hall when I was walking in, so I walked right back out and said I have a problem. Something happened to my phone. He went and called a manager and 2 of them came up to my room. I explained that I had left it on the desk and when returned it was like that. It's odd because something sharp/heavy much have fallen on it because it's smashed. I also said it's a brand new phone, because I just broke my old one buy dropping it. So my insurance would cover fixing/replacing but I am curious to know what happened. They asked to take a picture and said they would check with housekeeping. 10 minutes later, I had a call, saying only 2 people other then me have entered the room since I had been there. I said yes because I had let housekeeping in that morning. They questioned the housekeeper that did the turn down, but she said she did not touch my phone. OH but remembers seeing the phone on the desk. That's all and since I was upset, would I like an amenity sent to me my room?
Now this part is probably why I did not share this before, I was MAD. Like shaking mad. I had some other stuff happen early in the that was probably the root of my anger. Let's be honest, it's just a phone, I have insurance and it's cheaper to fix then one night in that hotel. So I called my insurance company, filed the claim. And went downstairs to tell the Manager what I thought of the situation. I was not yelling, I was too angry to yell. I said I do not appreciate how it was handled. Maybe next time, wait longer then 10 minutes. I said I was not seeking compensation, I just wanted to know what happened. I think I would have remember dropping something that would smash my iPhone. I said I would be checking out early and I would have left right then and there if I had been able to get a flight. I said I have do not plan on returning to the property and well that is just too bad because the staff is lovely and they have the most amazing croissants in the restaurant. Something as simple as can we assist in finding a repair shop, would have a gone a long way.
Now for a non-frequent traveler, it sounds like a whine, and it a way it is. But Hyatt has set a bar of service. And normally they are fantastic. So it's no surprise that guests get upset when they fall flat. Since I was too mad to sleep I headed out to the airport to catch the first flight. ( I ALMOST flew Tiger Air, but though better to wait for the next Qantas flight). I had an email from the GM the next morning
" I was made aware of an incident last night and would appreciate your time to discuss this further. I did try to call you last night, and missed you this morning when you checked out of our property. Could you please advise if you would be free to discuss this incident today? I believe this was not treated correctly and would appreciate your time to discuss the treatment of this incident and discuss further with the team."
I did speak with him and he offered to pay the repair bill for the phone. My insurance is covering it so I declined. I did share the positive parts of my stay but did say it takes just one negative situation to ruin the whole experience. Then I got the please let me know when you come back so I can make sure your stay in pleasant. I feel like that is the stock answer for Hyatt. I had a problem with another property a few years ago, I did not say thing at the time but I had gotten a survey and went to town. The GM immediately reached out to apologize and to invite me back. While I appreciate the gesture, I would not run back there. Same issue with the PH Mel. Which is too bad, did I mention the amazing croissants???
