Our Compensation Clinic makes a stop at the Hyatt Regency Seattle this weekend where it appears that the corporate sanctioned “Covid Cutbacks” have allowed management to get away with far too much.
Many hotels have cut back services during these days, using Covid as an excuse to reduce costs all while rates in some destinations are sky high which should more than allow properties to provide adequate treatment for elite tier guess.
One such example is the Hyatt Regency in Seattle which is one of several Hyatt properties on the same city block (the Grand Hyatt as well as the Hyatt Olive 8 being the other ones). A Hyatt Place and Hyatt House are just down the road as well.
I booked this hotel on as a one night award stay prior to my cruise due to it’s central location. And I only have myself to blame for doing so.
The room size of the regular rooms is pretty much a shoe box and thankfully one of their (ADA) Regency Suites became available later in the evening. Not sure why they didn’t have one available when I checked in as they were on sale the night before but I left the hotel anyhow for several hours.
Much bigger problems were:
- The Lounge offered nothing but bottle water and a (defective) coffee machine. No juice, no soda, no sparkling water. And of course no snacks either. After getting nowhere with the front desk where one person was on duty that evening I called customer care after which the duty manager brought up three small bottles of Orange Juice.
- Breakfast I was told at check-in “is available on the second floor” – that turned out to be true but not as I expected. Instead of a restaurant they have a coffee shop style takeout where guests whose stay includes breakfast can get their fill for the morning. You can then find your own spot which I did on the patio upstairs at the open but deserted Club Lounge.
- The hotel does in fact have a restaurant available after 11am which is their Italian restaurant on the Lobby Level so why don’t they use that for serving breakfast? All the other Hyatt hotels and competitors do that.
As management told me the main issue is staffing as the hospitality industry can’t find people to hire right now. That might be true but I only accept that to a degree. It was the properties choice to let these people go during the pandemic to relief themselves of operational costs knowing full well it would be hard to re-hire staff after things have calmed down.
Hyatt Regency Seattle charges $226 per night for their Standard Rooms, I used a 15,000 points award. It wasn’t a great choice and I should have just spend 20,000 points to stay at the Olive 8 next door where I also had dinner the night before. Great fresh oysters at $2 a piece and decent drinks.
If the Olive 8 can offer these facilities then why can’t the Regency open a restaurant for breakfast? It’s simply not very relaxing having to carry around your breakfast items and having to drink from plastic bottles. It’s beneath what a Hyatt should offer their guests especially when they charge the same or higher prices as pre-pandemic. Time for corporate to implement and enforce brand standards again!
I called customer care again as I was really unhappy. In the end they agreed to return my award to the account. Staying here as part of a vacation was a complete waste of time with no recreational value whatsoever.
Hotels are bringing this Covid excuse now for over a year all while parts of the country have fully reopened and resumed services. When there is a local government mandate to shut things down then there is nothing a hotel can do about that but that isn’t the case in Washington State. I’m sick and tired of hearing reasons why this and that isn’t available all while hotels are charging the same rates as before or more.
Customer care and management agreed to have this award stay reversed which is the right thing to do. All three Seattle properties on that block seem to be managed under the same team. I’m surprised the Regency receives such shabby treatment while things are apparently well at the Grand and Olive 8. I tried to change the reservation on my arrival day but unfortunately those as well as the Thomson Seattle were not available anymore.