A LoyaltyLobby reader wrote me in regards to some issues with the Regency Club at the Hyatt Regency Guam. Guam is a popular beach destination for Asian tourists who want a taste of “America” due to it’s proximity to Japan.
In most cases, hotels in resort or holiday destinations are not up to city hotel standards. Is this due to a general lower level of service delivery or maybe guest expectations are lower as they are in a holiday/carefree state and do not know what they should be receiving in terms of brand standards?
Regency Club Soft Drinks Issue
The Hyatt Regency Guam was only offering coffee, tea and water outside of the evening cocktail hours. You couldn’t have soft drinks and if asked, lounge personnel would respond that it was a “management directive” not to offer these.
At check-out, the guest raised this issue and asked to speak to the Manager On-Duty. The Guest Relations Manager confirmed that soft-drink availability was a brand standard and that they should be available for consumption while the club is open. The GRM promised to follow-up on the issue with the guest, who did not request compensation.
The manager emailed him later and communicated that the club personnel had been given re-training about the issue and 6,000 Gold Passport points would be deposited for the raising this concern.
These club lounges are usually paired down at resort locations and it wouldn’t come as a surprise if it really had been a “management directive” to protect revenue. Resorts generate a substantial amount of money from food and beverage sales, and having a good club lounge where people can eat and drink on the house could have a negative impact on that.
So, if you are going to Guam and have access to the Regency Club, remember to check the soft drink issue….