Hi all,
Today's my 1st wedding anniversary. A year ago, my wedding banquet was held at Hyatt and this is what had happened:
http://www.singaporebrides.com/forumboard/messages/6/346076.html?1138879237#POST1607760
This year,I had an anniversary stay at Hyatt over the weekend at the Grand Deluxe room. I had made a reservation under my husband's name with the voucher index imprinted on it. I was given a reservation number and naturally, I was under the assumption that a simple reservation had been sealed and was awaiting a great anniversary stay.
For some reason, my instinct told me to double-check my reservation with Hyatt on the eve of our stay. And so, a flurry of events unfolded within the next thirty minutes:
(1)To my utter horror, I was told that there was no reservation under my husband's name despite permutating the variables of his moniker. The hotel staff transferred me to the Reservations centre and a Caucasian man ran through a system check and garnered no results. There was a tinge of irritation in his voice.
(2)I called Hyatt again and was told to check again with the Reservations centre and to place a new reservation with the personnel over there should my earlier reservation be void. Once again, I was transferred and this time, a Caucasian lady answered my queries. I was beginning to wonder why Caucasians with heavy american accents were picking up the calls. She checked the system and confirmed that my reservation did not exist. To placate my doubts, I queried if she was part of the Hyatt personnel in Singapore. I was told that it was a centralized system in the United States. She suggested that I called Hyatt again and request to speak to the Front Desk without being transferred.
(3)With her kind suggestion, I called Hyatt for the THIRD time and I specified not to be transferred to the Reservations centre. What I wanted was a simple 1 night reservation that was supposed to be in place. Upon being told that the room was subjected to availability, I was livid. Unleashing my previous year's experience with the banquet, I pointed out the stark fact that this is the second major screw-up Hyatt had committed. Rather curtly, I commented that a simple reservation could be done "at the snap of one's fingers". It was only upon my insistence that "a check with the manager" finally landed me a confirmed new reservation.
Two questions looming in my head are:
(A) Where and WHY did it go awry when I had placed the reservations days ago with a given confirmation number?
(B) Should potential tourists and local stayers be subjected to such apprehension? Imagine if i had not checked with Hyatt on the eve of our stay. We would have arrived at Hyatt, blissfully unaware of the looming disaster, and end up on the shorter end of the stick while looking like a pair of fools.
Hyatt personnel, I beseech you with this plea: Apparently, there is something very wrong amongst your levels of communication. You need to spruce up on that and your infrastructure. There is no point in paying lip service for words are aplenty. You need to understand that as a 5* hotel, customers are drawn into plying your services with EXPECTATIONS. That comes at a price and we don't expect to be shortchanged for it.
I am a living example of your stark shortcomings. A major let-down on my wedding banquet in 2005. A whisker away from disappointment on our anniversary stay in 2006. You can't beat that. Go figure.
