This hotel had so many great reviews, but we have stayed here twice, and have had HORRIBLE experiences both times. We are globalists and used points to book. I booked online using the World of Hyatt app, where names of other people staying in the room are added to the ”notes”. I was staying with my aunt and uncle while my husband and mother in law stayed at another hotel where we also have points. Edward at the front desk was rude and unhelpful when my aunt and uncle arrived before me and attempted to check in. He accused them of lying and said he can't see notes on reservations from his computer, and told them that having their names in the notes section meant nothing anyway because ”anyone could hack in and add names.” They also had a printed copy of the reservation with them, so obviously they should have been allowed to check in. I tried to call from the car while driving to meet them, to let Edward know they should be on the reservation, but he wouldn't help and said I had to call some 800 number to have a rep add their names to reservation. Well, I was driving a rental car in traffic, so this was not possible! It felt like he was intentionally trying to make our experience inconvenient for some reason, which was so sad and disappointing. If he was trying to do everything he could to help, but unable, that would have been okay, but he was just unnecessarily RUDE and completely unapologetic or willing to do ANYTHING to try to help, which is why I'm writing this review, and it was also embarrassing for me as a globalist trying to let my family stay in my room with me. When I finally arrived to check in, my aunt and uncle were sitting on the curb outside because they said they felt uncomfortable in the lobby with Edward glaring at them. I checked us in, and Edward was still unapologetic and rude. We are usually upgraded as globalists, but we were not offered this either. The room was fine and clean at least. Also, globalists usually receive complementary parking, but when we checked out, we were charged for parking. I tried to call the customer service line, waiting on hold for 38 minutes before being hung up on. I also tried to use the live customer service chat through the app, but after 41 minutes, no one ever came online. I finally reached the hotel directly, and the general manager, Terry or Kerry? was rude and said the charges were valid unless the reservation was ”redemptive.” I wasn't sure what she meant by that, but I'm done with this hotel.
Excelente
100 avaliações