| rev:text
| - I'm not so positive that "Yay! I'm a fan." is how I am feeling about this hotel, but I feel that they should get some points for effort in fixing the "mistake" that they made.
To begin with, we booked through priceline, which should not make us "lesser" than other clientele. After all, when you book through them you cannot back out once your offer is accepted. If I cannot back out, the hotel should not be able to back out, which is what they did.
We stopped into the Hyatt on Thursday morning, and confirmed that we had a room there Monday night. They found our booking and confirmed we had a king sized bed. Yet when we showed up on Monday, after a long drive, we no longer had a room. They booted us, and many other unhappy priceline customers. Here is where I will split my experience into the good, and the bad.
I'll start with the bad, as I'd like to finish on a high note in thanks to Margaret (I think her name was) who tried to make things right.
The bad:
We were never contacted by price line, or the Hyatt about losing our room.
I overheard another desk clerk telling other bumped customers multiple stories about why they didn't have a room.
They put us in a hotel "whose regular price is comparable to what we paid", which is actually irrelevant. They needed to put us in a hotel comparable to what we were buying, which was a night in a 4 star hotel. The fact that we got a good deal on what we were buying is meaningless.
The hotel (which I will review later) was not even close to being close to what the Hyatt is. We were told he room would be the same, as far as having a king sized bed, a pool, etc. This hotel didn't even HAVE king sized beds. Nor a pool, for that matter.
We lost two hours of our last night of our trip, trying to get this resolved.
Now the good:
I don't think Margaret knew that the hotel they put us in was as... strange as it was. When we got to the replacement hotel and called her, she authorized the hotel to charge her for a room upgrade. I think she was genuinely surprised to hear that the hotel had no king sized beds, etc.
She reimbursed our parking (which was a no brainer)
She reimbursed us for dinner that night. That was the big thing that makes me feel comfortable booking a night there again.
The hotel lobby looked amazing.. really, I think that was part of what made it so hard to go to the other hotel. I can't review the rooms, or the hotel food, or anything else, but I will say that the lobby and bar looked like a place I wanted to spend time.
Overall, while the experience here was very upsetting in an otherwise amazing trip, I do feel that they tried to make it right, and that is almost as important as not having the mistake made at all.
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