4/10 Fair
24 September 2023
Lost opportunity to resolve a problem
We chose Hyatt because it offers room service and a spa.
Tried to use our room phone to order room service. Our phone didn't work. Called the main desk using our cell. The agent said they could take our order and it would be up to our room within 30-45min. I specifically asked about timing because we had a massage scheduled in 90min. Food still hadn't arrived after 55 min. Called front desk again and they said they would figure out where it was. We called again 10 min later and they called the kitchen and found out it was just getting ready to leave. Our food arrived after 1 hr 15 min. We had to leave 5 min later to check in for our massage. Turns out the person who was supposed to send our order to the kitchen didn't do so in a timely manner.
Spoke to manager and had to fight to get some sort of reasonable compensation. He said the kitchen didn't get the order until 20 min before it was delivered so kitchen manager wouldn't refund us.
If room phone had worked and we could have spoken to the kitchen ourselves, this wouldn't have happened. Super iritating to pay $80 for breakfast that we had to eat in 5 min. More could have been done to properly resolve the issue. We will go back to staying at a different hotel.
Sandra
Sandra, 1-night family trip
Verified Hotels.com guest review
