For my one-night layover at Dallas DFW Airport, I was looking into the Hyatt Regency for its proximity to the terminals as well as its low rate of just 4,000 World of Hyatt points plus $55.
The front desk management had sent me emails before my arrival and while I had not really expected a response, the front desk promised to prepare our room with a rollaway bed and provide a small surprise for my children. I thought that was awesome and was really looking forward to our arrival.
Just before midnight, we managed to walk through all the parking garages and arrived at the hotel. I mentioned that a specially prepared room was likely blocked for us. The agent completely ignored me and ran his usual spiel of credit card and ID checks. I was tired enough to not really insist and we got our key cards. The room was not, of course, the room that was prepared for us and had just one king bed. It does not take a genius to see that for a guest arriving with two children, a king bed would not be ideal (and no rollaway bed had been provided).
Back to the front desk and we found another agent who gave us plenty of attitude. She shot back that:
- No room had been blocked for me
- Twin rooms can NEVER have a rollaway bed at this property
I thought it was pretty rude and unprofessional. She simply motioned for us to go back to the room assigned to us by the prior agent.
I managed to load up the email from the person who I had emailed with and mentioned her name. Apparently, she was the front desk manager and once I’d name-dropped, she apologized and disappeared to the back room for a while. After 10 minutes she came back and gave us new keys and indicated that this was a room with twin beds and a rollaway already prepared. I asked how that could be, given the statement a few minutes earlier, and if that was the room blocked for us. She did not provide an answer and requested that we go up and check the room.
Indeed, the room had the correct bedding already and just a few minutes later room service rang the bell and brought by the lovely surprises as indicated by the front desk management.
The room was old but functional and everything worked just as expected, including the Internet, the shower, and air conditioning. We slept well with the blackout curtains blocking out light in the morning.
I thought that the hotel management really went way above expectations with the email communication, which consisted of a real conversation and not just clicking on buttons. The surprise really made my children’s day (or night). However, the rude and incompetent front desk (it was busy but well-staffed that late night) was very unlike Hyatt. Front desk agents are usually well-trained, friendly and very competent. Blocking a room for a guest is not rocket science and should be the first thing every agent learns and if they mess up they should at least listen to a guest and make it right without the attitude.
I’m not sure if I would return; arguing with rude front desk agents well after midnight with two kids isn’t what I want. However, I would like to give the management another chance as they clearly have their hearts in the right place and can either fire the misfits or dramatically improve training.
After I contacted the management with my issues, they immediately refunded 5,000 World of Hyatt points to my account. A great gesture of goodwill and much appreciated!