Today’s Compensation Clinic case comes from one of our readers who stayed at the Hyatt Centric Mountain View, California, and experienced a whole range of service issues at that property.
From the story, our reader sent us it seems that the good old Covid Excuse is still well and alive in California, at least that was the case a month ago in mid-March when he stayed there.
Hyatt Centric in Mountain View is actually a rather nice and well-priced property but it seems the management there has gone with the times of slashing staff and services, respectively being unable to find/retain employees.
Here is what Kevin writes happened at this hotel:
Hotel service is lacking attention to detail. Several items were missing – from the room (soap, shampoo, water) to the toast missing from breakfast and the wrong latte that was made.
There are no legal requirements for breakfast to be packaged to go. Unacceptable to not be able to eat breakfast in the restaurant on real plates. Staff asking for tips on the TO GO breakfast where NO TABLE SERVICE WAS AVAILABLE, totally unbelievable.
The staff and the Food and Beverage director should be educated that the hotel is required to cover the tip for globalist members as per the Hyatt Terms and Conditions.
Food was served ‘to go’ in boxes. Again, no attention to detail. Soy latte was made with regular milk. The toast was missing. Items missing from the room after housekeeping cleaned. Soap and towels suddenly gone? What are these guys doing?
Called the Hyatt corp line while staying. Nothing happened. Called again the day after checkout and they offered 10,000 points and apologized. Additionally, I mentioned the issues at checkout and asked to waive the parking fees which was done.
Several pictures were attached to the email:
Doesn’t look very appetizing the least if you ask me. I had the same issue at another Hyatt in Los Angeles back in December and from my latest stay at the Grand Hyatt San Francisco around that time they were only serving take away breakfast at the Cafe as well. All while hotels around them have the restaurant fully opened.
At what point is Hyatt finally restoring some ground rules for hotels to follow? Or maybe it’s just cheaper to compensate those few that complain while others get short-changed the entire time.
The lack of Hyatt brand standards and the unwillingness of Hyatt corporate to enforce those is really sickening. The reader was totally right to escalate these issues and push for compensation.
It’s also common knowledge that the breakfast gratuities are covered by the property and don’t have to be added by the guest. Of course, some staff know that full well and still push for additional tips, collecting double in the process. Totally aside from the fact that there wasn’t even any table service provided so it’s a moot discussion, to begin with.
The compensation, in this case, was adequate and fully justified.