Grand Hyatt Washington: surprisingly poor customer service

[Deleted]

For those that asked, I unfortunately cannot recommend the Grand Hyatt Hotel in Washington, D.C.

Keywords:

Grand Hyatt Washington Atrium, Grand Hyatt Washington, 1000 H Street NW, Washington, D.C., USA, 20001, terrible, customer, service, do not recommend, bad, customer, service

I booked my stay there via telephone. When I received an email confirmation I realized it had the wrong check-out date.

I called to rectify the issue and was transferred around, told to leave a message, and treated poorly.

The matter is still not resolved. They said my booking was part of their "Winter Sale" and therefore requires a 4th day. (I DIDN'T ASK FOR THOSE DATES.)

They offered two possible remedies: (1) Change to their $850/night suite. Or (2) Keep the additional day even though I won't be there. (No.)


The manager that called me back kept arguing over whose fault it was. She said she has a recording of me asking for a Sunday check out. I asked if I could hear that recording too, and she didn't have it. I told her I wasn't interested in going around and around over fault, and I'd even pay a fee to change it. No.

She said she would call me tomorrow but didn't promise a resolution. She did include that IF she decided to help me I was not to expect any such help again in the future.

No problem lady.

I was polite throughout but I will dispute it with the credit card company if it isn't resolved.

[ginger]

Huh?

Just as an aside, we've stayed in many Hyatts and got the exact opposite treatment. The one time we had absolutely horrible treatment and no AC in our room, I wrote corporate and got 5000 points (aka a free night. I'm sure if I pushed I could have gotten my money back).

It honestly sounds like a management issue and not a chain issue.

[VeryViolet]

My friend puked in the lobby there. That is all I had to add.

Are you in DC yet? Can you change to another hotel? The Kimptons are nice.

[ginger]

Okay, I read again.

Call Corporate (800 228 3360). They can fix it.

ETA: 

Email form:

www.hyatt.com/hyatt/customer-service/contact-hyatt/email.jsp

[Deleted]

Jan 9, 2014 18:23:20 GMT -5 ginger said:

Okay, I read again.

Call Corporate (800 228 3360). They can fix it.

ETA: 

Email form:

www.hyatt.com/hyatt/customer-service/contact-hyatt/email.jsp

Thanks. I am just hoping putting it on the internet in addition to tweeting and emailing customer support might help.

I will try corporate.

I could not believe the manager that called me back phrased her "help" that way.

(She would call me. Probably tomorrow. Did not guarantee help and if help was provided I was never to expect similar help again.)

Yikes.

[shoeless]

WoW! I am shocked, I have never had that issue with Hyatt I'm sorry. But ditto pp Kimpton's are nice in DC.

[ginger]

Jan 9, 2014 18:27:07 GMT -5 @gypsy said:

Jan 9, 2014 18:23:20 GMT -5 ginger said:

Okay, I read again.

Call Corporate (800 228 3360). They can fix it.

ETA: 

Email form:

www.hyatt.com/hyatt/customer-service/contact-hyatt/email.jsp

Thanks. I am just hoping putting it on the internet in addition to tweeting and emailing customer support might help.

I will try corporate.

I could not believe the manager that called me back phrased her "help" that way.

(She would call me. Probably tomorrow. Did not guarantee help and if help was provided I was never to expect similar help again.)

Yikes.

I honestly didn't really expect a response when I emailed (BC Customer Service usually sucks), but they were very prompt.

I might even call and email, but call first. I have a feeling they'll be embarrassed and you'll get the same, "We'll definitely talk with the General Manager about your visit".

[Deleted]

I laughed at the idea that changing to an $850/night suite was a solution.

I mean, work with me here.

I even said "look, even if I did say the incorrect date - I am asking for help fixing it. Even if it costs me a fee, etc."

They were so unhelpful and simply did not care.

I highly doubt I gave the wrong date as I was also booking a flight, and talking to someone else so they could book the same exact flight. This means I was looking closely at the calendar at that time.

Still, accidents happen. I can't believe how actively unhelpful they were about the entire thing.

[bornbaker]

I would cancel the whole reservation and find a new hotel. Do you have to stay there?

[Deleted]

Jan 9, 2014 18:35:59 GMT -5 bornbaker said:

I would cancel the whole reservation and find a new hotel. Do you have to stay there?

It was pre-paid to get a cheaper rate. I was fine with it, as I thought it was for the dates I had requested.

[Deleted]

Jan 9, 2014 18:47:54 GMT -5 jenny1980 said:

Can you cancel without penalty? Do that!

They said no. I am evening willing to pay a small fee. No to that, too.

That's where I feel they are just being a bit ridiculous.

[Deleted]

That really is crap. I used to work for Hyatt and they week usually go out if they're way too make guests happy, so this surprises me.

The only thing I can think is that they think you tried to pull a fast one to get the lower rate. Definitely try corporate, but I won't be surprised if the manager ends up fixing it- even if she is a total bitch about it.

[suzyp]

That sucks. Sorry.

I will say that I have stayed there a couple of times with no problems, except having to request a room switch so I could have outside windows.

[speckledfrog]

I agree with trying to call the corporate number and seeing if that gets you anywhere. How irritating!

[LeggsBenedict]

this is going to be one of those threads where people find it on google and resurrect it in 7 months.

[lime]

Bleh. I hate shit like this.

I don't know why, but when I get crap customer service from an otherwise good service provider, I am more bent out of shape than if it is from a place known to not have good service.

[pantsparty]

Did you tell them you were a prominent member of an online message board, and could destroy their reputation with one post?

[cc]

We are planning a trip to DC in March and that was one of the hotels I was looking at staying in.

[Deleted]

Jan 9, 2014 19:13:49 GMT -5 @booby said:

See I don't think one unhelpful employee (or site, perhaps) means that all hyatts are nixed out. They have a great reputation, and I have had some of the best service of my life in Hyatt hotels.

I agree that escalating to corporate will likely end in a positive resolution. Good luck, so annoying.

This is why I was surprised. I stayed at the Grand Hyatt Kauai and it was the nicest experience.

Today was...beyond.

[Moe]

Call, FB and tweet corporate.

Tomorrow they'll upgrade you to a suite and comp a meal.

Trust.

[bania]

That sucks! I hope everything gets resolved quickly. We generally like Hyatt Hotels. That's some crap management right there.

[dbsk8dance]

Do they have a social media person? The GH Kauai has a specific person for social media. I'd try to see if this one does too. If not, call corporate.

We stayed at the Palomar in DC and it was amazing. They had cocktail hour with good wine and beer. Free.

[dbsk8dance]

DH says to contact the Hyatt gold passport concierge on flyertalk.

[Deleted]

That's too bad, I've always had a great experience with Hyatt. Particularly in Hawaii.

I hope they resolve it for you!

[Deleted]

I forgot to update here. They called me back and said they couldn't get any recordings of me saying Sunday, but to trust her, I did.

Then she made a big deal about how she would JUST THIS ONE TIME change the date. I thanked her.

Then later in the call I realized she meant I would still pay for Sunday, however I would not be staying there that day.


I explained that meant I was getting even less (despite more wasted time/waiting, etc). She cut me off at a point. I was sunny and asked her not to do that.

When it devolved to me asking for her manager's email address/contact info, and how to spell her name - she found it in her heart to credit back the amount for Sunday (about $360).

What a miracle.

I am still going to email about this.