Hyatt Hotels
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Appalling customer service from the manager and front desk staff member
I share this to warn other travellers of spending their hard-earned money with Hyatt - I will not be returning to their hotels and and urge you to do the same. It simply is not worth the hassle versus other far-better names such as Hilton, Radisson and Marriott (other reviewers have also expressed this hotel is not what it once was). To summarise our experience: We received appalling customer service from both the manager and member of staff at reception and lost an evening as a result. We had arrived at Hyatt Regency Birmingham in the evening (8:30pm) of 27 January following a long drive in and were placed in a room where towels had been used and the telephone did not work. Returning to reception, I was given new keycards for a different room on the same floor by the same woman who had checked us in (“Mara” I believe?). I was then condescendingly told by Mara that “hopefully there will be no more inconveniences”. I returned upstairs to find the keycards would not open the door. I then went back down to Mara and was told “the doors are heavy”, I gently explained I understand and had already opened a different door on the same floor. Mara then reprogrammed the cards and said something along the lines of: “If it does not work this time, I will come up with you to open the door”. Deciding to ignore the treatment by Mara, I returned upstairs and found bedside and lamp lights to not work correctly. Frustrated, I tried calling using the telephone and found this did not work either. I then called the desk using my mobile and requested someone look at the issue. The manager came up and whilst resolved the issue with the lights, refused to offer any kind of solution or empathy in response to the experience we had. Instead, he said “there are other hotels in the area” and suggested to stay the night. I obliged, deciding to cancel the entirety of our stay instead and opted to find another hotel in the area. Moving to AC by Marriott nearby, was a far better experience with the utmost care and respect shown by their customer service team. I share this in the hope it will help warn other travellers like us, rather then them losing time and money to Hyatt. It certainly left a dent in our plans and we will not be returning.