Friday, May 6, 2011

Hyatt-us #2: Service, Tricks and Tips

A while back, I pointed out how one bad experience at the end of a hotel stay, can colour all the good service previously provided.

I found myself back at the Grand Hyatt Melbourne this week for three nights, and I have to say, service was exemplary.

Given my previous experience, I was steeling myself for checkout - prepared to dispute all aspects of the bill. But, I was denied this problem for 2 reasons:
  1. no bill was placed under my door the previous night, and 
  2. when I was presented with the draft bill at check-out - all was correct.  No drinks I didn't have, and no multiple internet charges.

I upgraded with points to a club room on the 32nd floor with a magnificent view over Melbourne, and the bay. I was out most of the day, and working most of the evening, so I consumed a bit of room service, and used the club facilities for that end of day drink and snack. All good.

A faulty phone handset and non-operational Nespresso machine were dealt with immediately, and the bell captain held my bag way after check-out time, (and provided me with a shopping bag for my extra luggage) so I could collect it on the way to the airport.

A simple trick I also used:
I viewed the pattern of room rates on Wotif. I could see that the room rates decreased as a date got closer - so I delayed my booking until the week before, and got a rate about $30 cheaper than quoted a week earlier. Obviously this was a risk –  if it had been a high demand week, the rates would have risen, rather than dropped.

Thanks Hyatt. Next Hyatt-us will be from the Hyatt Regency Perth

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