Dear Mr. Willi Martin,

I’d like to compliment you on your employees at the Straits Kitchen and the Business Centre last evening, for the excellent service they provided the Singapore National Co-operative Federation and its guests.

The manager and the staff at the Straits Kitchen helped not only with recommendation for seating arrangements, they also printed up the name cards for the evening’s use and contacted the Business Centre to make arrangements for us to use a power point and a desk to print up photos of that very nights proceedings.

Things were panning out smoothly until our printer (the one the photographer brought) began developing problems. Your Business Centre staff immediately jumped into action availing two of the hotels printers to us to use. Unfortunately the formats were not compatible. Our photographer’s and our nightmare had begun.

The point I would like to make is that your staff at both occasions flew into action seamlessly like a well oiled team. They did this without complaint. We later found out later that the Business Centre usually shuts its doors at 9:30 pm however things were kept running for us right past 10:30 pm mark!

I have always been pleased with the service I receive the Grand Hyatt Singapore over my 20+ years of personal patronage. Grand Hyatt Singapore’s professionalism and ability to get to the bottom of the situation never fails.

As always the Grand Hyatt Singapore’s commitment to great customer service is to be commended.

Sincerely,

Maurice Williams
Snr. Manager
Singapore National Co-operative Federation

I stayed at your Hyatt hotel in Lakeland Florida, 21 November 2010. Most of the patrons staying that night were there for a concert that was happening next door (Elton John). Your hotel was SO unprepared for all the guests. Major long lines for food and beverages, the same two people on the desk with no help. Poorly planned…..major dissapointment not just for me and my girlfriend but for several of your patrons that stayed that night! I asked if the hotel would have some sort of hospitality room available for after the concert as we all knew we would be coming back from the concert to have cocktails and food. The staff had no idea why that would be needed. However, if that is what they did, it would of been alot smoother for alot of very angry people. I have always loved Hyatt hotels but my stay last night was so very dissapointing. Even the room, as nice as it was, was a very musty smell! Shame on the Lakeland Hyatt staff for not being prepared for all their guests!!!!!!!!!!!!!!!!!!

Your Hyatt name has always meant quality and excellence but that is no longer the case for me.

I would appreciate a response regarding this complaint. I’ve already contacted the person who makes travel arrangements for my company, and advised them of this situation and the company’s failure to resolve it. They will no longer be using Hyatt hotels for business travel.

Theresa Roberts

Ellen J. Emler

Our administrative assistant called several times to confirm all the arrangements the last time was Thursday before I was to arrive on Sunday.

My flight was delayed and I was beyond tired when I arrived. I live in Alaska so it was a long journey.

The clerk could not find my authorization from my company. Since I did not have a personal credit card (I am one of those get-out-of-debt people)
and I did not have eight hundred and eight dollars to give them, they told me that I would not be given a room and that I would have to leave.

The young man was pleading when he said, “My job is on the line here, this a new company policy and I will be fired if I violate it.”

I called my boss in the middle of the night, she had to get in her car in Alaska, drive to the office and send another fax to the company. In the meantime I sat in the lobby with my suitcases piled around me. It took an hour and a half, but I finally got my room.

I am a crusty ER nurse who has “Seen it all” but this experience reduced me to tears. It was so humiliating. I felt as welcome as a wet dog at a wedding.

The next day, my company’s travel people called to talk to the manager and was told that the paperwork had been in the office all along but it had been misplaced so the check in clerk couldn’t find it.

In customer service, I have been told that people will forget what you said, forget what you did, but they will never forget how they made you feel.

I travel a great deal with my company and this is the first time in all my years that anything like this has happened anywhere.

I would like for my dilemma to be acknowledged and an apology to myself and my boss for having to get out of bed and go to the office in the middle of the night because of your company’s mistake.

Please respond.

Debra L. Graem, RN, BSN

I was the head of a High school reunion in Grapevine. People were coming in from all over the country.
I went online to check out hotels and really liked the spacious rooms at the Hyatt. I called the Hyatt and spoke with Lisa Faulkner. She was not friendly very stand offish but I thought maybe she is having a bad day. When I met with her she was the same way. I waited for her to shake my hand and say hello but she didn’t so put my hand to hers and did so myself.
She only gave me info that I asked for. She didn’t seem to care if I used the Hyatt or any other hotel. I had to ask to see the room and the the party space. I really felt like I was bothering her.
The next time I met with her I brought a classmate that was helping me, basically the same thing happened and my friend asked what was wrong with her.
Before I go on, I just want you to know I never wanted special treatment for anything. I just wanted some one that was friendly and knew what she was doing.
I had a contract for a certain number of rooms at the group rate. My classmates were being turned away 9 rooms before we reached that limit. My classmates were being told that they no longer had rooms for that wk end.
I called to staighten it out and she just shrugged it off. Then a few weeks later it happened again. I gave up on Lisa and asked to speak to a manager. I was connected with the front desk manager, Debra. I told her what had happened and that I wanted to work with some one else that knew what they were doing and if she could help me instead.
Her first reaction was that it would be very uncomfortable to do so since it was Lisa’s job and they have to work together. I was floored.
I asked her what that had to do with me? I just want some one that can help me this reunion.
I told her I wanted to change the food order to something else from the menu and she told me that some groups have their food catered from an out side restaurant .
She was very friendly and finally told me that she would help me and apologized for Lisa.
She e-mailed me the menu’s and I made arrangements for food that way.
We also upped the Number of rooms by 12 for both Fri. and Sat.
It happened again my classmates were turned away again, so I called and spoke to Debra and she suggested that i speak with the general manager Jay.
I called and left a message for Jay. He called me back 2 days later. I told him this story and he said that is not what Lisa says and Lisa spoke.
Yes, Lisa was on the line as well but he did not bother to tell me this.
He told me that I was “not telling the truth” about my experience with Lisa and that Debra gave me the option of catering from out side of the hotel. I told him that I have her e-mail and would print it for him,so he backed down on that issue and said “If that is true, then I guess we will have to honor that.” He then had Lisa go track down Debra to join our call hoping she would deny the catering e-mail. She didn’t and i felt bad that she was stuck in the middle.
I told him that I have never wanted special attention I just for my classmates to not be turned away and have some one nice to help me with this reunion. He told me that the calls go to another state and I should have given my classmates the direct phone #. I asked “should that be mine or my classmates problem that the calls got to another state?” I also told him that i gave everyone the same ph # I use to call Lisa, him and Debra. His response was “Well its not my fault.”
I was in shock! After him and Lisa ganging up on me as if I was 5 yrs old he asked if I would rather that I go to another hotel. This is happening 4 wks away form the reunion and I had been planning this with the hotel since January.
I was SPEECHLESS after what he had said.
I told him I would call him right back because I really did not know what to say.
I was so upset I felt like we were being kicked out and I started calling other hotels. The service I got from The Hilton and Marriott was incredible. Friendly helpful all that I wanted from the Hyatt. They could not match the price not to mention it would be a mess trying to get in touch with all of these classmates to tell them that the hotel has changed and more expensive.
I did call Jay back and the first thing I said to him was “for future refrence you should show some courtesy to a person by letting them know that there is some one else on the line.” He again accused me of “not telling the truth” and that he did tell me. Again I was shocked. I said you did not tell me, so he said he told my 12 yr old son that answered the phone. Which he did NOT.
I said you should be telling the person you are talking to, not a child.
He again said he did tell me.
All I could say was “Wow, I guess i need to record our conversations and I did want another hotel”. That was because I felt like I had no other choice.
I was so upset when I got off the phone. I really had no idea what I was going to do.
I ended up calling the Hyatt at the DFW airport and asked to speak with a manager.
I was transfered to a man named Frankie Maranie (sp?) He was shocked at my experience and apologized over and over. He insisted that at the Hyatt no one is aloud to have that behavior with a customer NO matter who they are or what they say. He was so professional and friendly. He was trying so hard to keep the Hyatts business.
He said he would check to see if the dates were available at his Hyatt and call me back. He did and I told him how I didn’t know how to deal with the change of the hotels location with my classmates. He said he would help me as much as he could.
He really made me feel better and was so nice.
The next morning I was going out of town on a family vacation and I got a call in the morning from Mike Radar. He got a call from Frankie and was very concerned about my situation.
He asked if I wanted to change hotels and I told him that I felt like I had no choice but to do so and It has made a mess with the reunion.
He told me I could still have it at the Haytt in Grapevine. I told him I was afraid to because of Lisa and Jay and they could make it even worse than it is. He assured me that they had to be professional.
Mike called me back 15 mins. after our first phone call to ask if Jay had called me.
I said No. He told me that he told Jay I was having it at the Hyatt in Grapevine and to call me.
I did not recieve a call form Jay. I did recieve one from Lisa 4 hours later. The first thing she said was “Which hotel are you changing to?”
I told her I would like to keep it at her hotel and that Mike had called Jay and told him that.
I felt like I gave her an explanation of why I needed to keep it at the same place.
She said I am sorry if you were upset yesterday with how the phone call was. I told her I didn’t appreciate the way I was treated and I just want some one to help me and not turn away my classmates. She said she would help me and to call her if I needed something.
About 10 days before the reunion I called to make an appt with Lisa to sit down and go over everything to make sure we were both on the same page. I got another lady , Victoria, that told me that Lisa was on vacation until after my reunion.
I was so shocked that she did not bother to call me and let me know that she had someone else taking care of this and not to worry.
I made an appt. with her. When I met with her she was very nice and helpful. I told her that I really appreciated her help and that I wished that she would have been the person that I dealt with form the beginning of all of this.
She made me feel like this was going to be a good reunion party. I was grateful for that.
The reunion did go well. The man that set the room up asked me if everything was set up right and told me that he could make any changes.
I really appreciated his help as well. I believe his name was Everette.
Those 2 people made a difference but they can’t take the hell Jay put me through.
Lisa truly needs alot more training for her job and Jay needs more training for his job and etiquitte.

I would appreciate very much a response to this letter.
Thank you,
Marie Gunderson