Hyatt Hotels
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Front desk staff unprepared, poor trained but rude
We have visited this property for few years since 2019. We have experienced some deterioration of the quality of products, value for money, but in our last visit December 2023 our experience with the service at the front desk was below ground. Miguel Bermudez FOH mgr is not up to his position with poor body language and aptitude towards guests. His team at the front desk have the same line of approach towards guests. They were laughing at my family due to some internal and new policies we were not been informed before our arrival to the hotel. All due to the inspection they have months before by the authorities relating to the breaches of the guidance related to the human trafficking and underage prostitution policies in Cartagena. The poor handling of this matter at check-in by the front desk staff was very poor. Mr Bermudez did make things worse due to his lack of confidence with matter and the lack of information and training to the front desk staff. This matter could be dealt in a better manner if Mr. Bermudez and his team were trained and informed professionally. We asked to talk to the manager, the staff was avoiding at all times the information required for the General Manger which was in his holidays. The amount of unhappy arriving or leaving guests we witnessed from the Hyatt Cartagena was a surprise. We even had an opportunity to talk to a family which have the same type of poor service at a check-in. There is not leadership in this Hyatt Hotel which have a great problem as we recently have seen in reports. It was last time for us in the Hyatt Regency Cartagena de Indias. We will still visiting Cartagena for business or pleasure, but definitely we will avoid to visit this hotel, we will not recommend it to business partners, friends or family. Hyatt Regency Cartagena de Indias is following the same line as one of the branded hotel down the street in the same area of Boca Grande, this very well hotel has the same problem for years, when the started to tackle the issues, it was too late as the problems spread without control, they still confronting the problem now after several years of trying. Very costly! To Mr Miguel Bermudez or Mr Cleyder Reales, closing the hot water in our room 2222 in the last night was not good idea..it has made things worse. Hector Mario Betancourth