rev:text
| - I stay at Hyatt hotels frequently, but I was beyond unhappy with a recent experience here. I was on a connecting flight through Charlotte, and due to air traffic control, was stranded in Charlotte overnight. I called Hyatt House, and the call center customer service rep from Nebraska on the phone told me they had availability, so I booked and hopped a $20 cab over since the girl told me the shuttle was unavailable at night. I get to the hotel, and low and behold, the shuttle was available and actually about to head out to the airport for another drop off/pick up. Then, I go to the check in, only to find 6 other fellow stranded passengers in front of me. Stranded person #1 and #2 tell me that they've been waiting for 20 minutes for the front desk people to help reaccomodate since the entire hotel was booked. How I can simultaneously book and pre-pay for a room 20 minutes ahead of time, pay for a cab I didn't need to pay, and then get to a fully booked hotel at now almost 2am is ridiculous. Then, I and stranded passenger #3 get on the phone and make some calls, and after a minute, I find availability at the hotel next door. The front desk expressed shock and said, WOW, I've been trying to get on the phone with them to reaccomodate you all! uh, no you didn't, you were trying to find availability at another Hyatt, all of which were probably booked for the night too due to the mass of stranded travellers. Extremely disappointed at the customer service here, I will not be back.
|