2/10 Terrible
Wendy Leah
Travelled with partner
8 May 2024
Disliked: Staff & service
I will never return to this or choose any Hyatt property. After a potentially serious security incident, an untruth was shared with by the attending security officer. During my stay, despite repeatedly asking, I was never given an explanation as to the reason he did that. I had contacted security staff, and met with the security and concierge manager for a response. My post-stay Hyatt complaint related to the actions and inactions of staff and management was referred back to the hotel. I was finally informed by the Guest Relations manager that it, ie., the officer's shared misinformation, "was not best practice" and would be handled with the team member. My unresolved complaint about the concerning behavior of the Concierge manager stands. The end result of my written complaint to Hyatt, was an offer from the hotel for me to be upgraded with preferred club/butler amenties on a future stay in an "opportunity to serve me better." Because my holiday was spoiled and my trust lost in the Secrets/Hyatt brand, I do not want to return to the property. Their unsatisfactory final offer" stands and a refund for that 4 night stay refused. According to Hyatt Consumer Affairs, it is only the property's decision. Therefore, a guest can have an unhappy stay, and be invited back to the place they know you can't trust. No thank you. I will return to staying at Bonvoy properties where I have over 537 loyalty nights. I can trust Bonvoy!
Wendy Leah
Stayed 4 nights in Apr 2024