| rev:text
| - Maria at the reception is exceptional. She is friendly, sweet, and professional, and she makes sure everything goes well for you during your stay. There is a jazz festival going on when I visited. I sat at the bar patio and could watch the jazz concert from there with a fantastic view. The location is very convenient. It's walking distance to the tour areas. The pool looks cool, but it weird to have the lobby guests looking at you swimming through the full-length glass windows. The hotel room is only ok. I would expect a bit more for a Hyatt Regency Hotel. The shower wasn't nice at all.
This is when my experience became bad. When I was checking out, I stood in the priority Hyatt Gold Passport line, as I am a Hyatt Gold Passport Platinum member. It was a bit frustrating, because there were 2 staffs serving the guests in the non-priority line, and the guy in the priority counter was just standing there busy organizing his paperwork. We just waited patiently, and we did thought of moving to the regular non-priority line, which would be faster.
After waiting patiently for a while, the guy finally looked up and asked, "How may I help you?" His name is Hamlet. We said, we would like to check out. Then he said, "Just so you know, we have a line going on here." I told him I was a Hyatt Passport member. Then he acted surprised and said, "Oh, you are a member?" I told him we were in the Hyatt Passport line. There are 2 signs that says "Hyatt Gold Passport" for that line. I even pointed out the signs to him. He just nodded and said he knew. He did not apologize and gave us an attitude. He's such a racist. Just because we are Asians, it doesn't mean that we can't have an elite status! It was terrible. I feel unrecognized as a Hyatt Gold Passport Platinum member and not being treated fairly.
Later on, we told his colleague about this horrible experience. His colleague was very understanding and apologized for that. She spoke to Hamlet, and Hamlet was giving her lame excuses. He told her colleague that he just got back from lunch, and he was just standing on the side doing other stuff. This hotel needs to work on their employee management and training. For the below reasons, his excuses are very lame:
1. As a hotel guest, am I supposed to care for him and ask him, "Sorry, did I catch you at a wrong time? Should I come back and check in later when you are free."
2. If you came back from lunch and is not ready to get back to work, don't come back to work. Take a break in the break room or something. Don't give your guests an attitude and vent on them just because you came back from lunch.
3. He WAS standing on the side in the beginning, but he moved to the front afterwards. He was organizing his paperwork for a while. He didn't even say something like, "I will be with you shortly." Or, if he's not planning to serve the guests, just tell us he will have someone to serve us shortly. He was looking down at his paperwork this whole time and just kept us waiting. If I were him, I would put the paperwork aside and prioritize serving the Hyatt Passport members first. This is just ridiculous.
4. We were just waiting in line, and he was the one who initiated and asked how could he help us. That's why we walked up front to the reception desk.
5. Either he forgot there's this priority line for Hyatt Passport members (even though it's his job to serve the Hyatt Passport members) or he just doesn't think we could get the status. He acted surprised. Racist.
The incident has ruined my stay. I don't expect this kind of attitude at the Hyatt Regency Hotel. I feel like trashing my Hyatt Passport card. I hope the management at Hyatt can better train their employees, treat the guests fairly, and make them feel like home and welcomed.
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