LoyaltyLobby reader had reserved an ADA room at the Hyatt Place New York Midtown South due to wife’s recent knee surgery and hotel had failed to honor the reservation as booked.
The guest had stayed at this property previously and had had problems with the “late check out request” that had not been on available and was in touch with the property before this latest stay to confirm both the ADA room and the late check out.
The guest left the following review on TripAdvisor that he sent me a copy:
My last review elicited a response from the then GM that he was sorry about some issues I raised but things would be better the next time! Could they be even more worse? YES. And they seem proud of it!
This time I thought I would reach out to the GM and remind him of my last stay letting him know of my return. Also that I needed an ADA room as my wife just had knee replacement surgery First surprise, there was a new GM Brashler who came from Marriott (I was told to write him at his old address). 2 emails to him and no response. Finally a nice note from Ms. Cardone Director Guest Services who not only confirms ADA room but gives some information on parking etc. So I checked in at 2:28 pm today. Rude front office supervisor curtly does not acknowledge ADA room confirmation but reminds me its not 3 pm and she will call me when room is ready. BY 3:22 pm and my room isn’t ready and the front desk says they don’t know when it will be ready. My wife is ready to drop with her knee pain and I go over and mention my prior communications and I’m not going to write a better review this time around. Suddenly 1 minute later, room 2502 becomes available. Doorman has gone by now so we lug all of our luggage and I rush to find ice for the machine. No ADA room and a tub. Now my wife has to very carefully navigate herself around and worry about damaging her leg. All this horrible service for a Platinum member.
Weird thing is right next door is a Holiday Inn Express were we have stayed before without any issues.
I did reach out social media to HyattConcierge and they indicated they would follow up on this. Not sure what they can do since we are in the only room we were given and not about to unpack everything including the ice machine!
My tip…stay at the Holiday Inn Express but give this place a wide pass until it improves.
– Previous unsatisfactory stay and promise to make it right next time
– New GM with Marriott email address not responsive
– Room not ready at 2:30PM and 3PM check in not honored for the room type booked
Hyatt Consumer Affairs had given the guest enough points (15,000) due to the inconvenience for a complimentary night at the same category Hyatt property.
When it comes to hotels, I have the motto “Fool me once – shame on you. Fool me twice – shame on me”. If the service on the first stay is unsatisfactory, it is usually indication problems at the hotel and it is not likely that the subsequent stays would be any better.
The reader had been in contact with the hotel prior to the stay and they still managed to screw it. The compensation (enough points for a free night) that Hyatt Consumer Affairs had agreed to is usual on a situation like this.