2/10 Poor
Jan 5, 2025
Zero customer support and/or empathy
We had an incident with one of their drivers crashing our Uber ride when leaving premlses. Hyatt driver was reckless, wanted to leave the scene and refused to show valid insurance. Our uber driver was not able to defend himself because he was not able to understand or speak fluent english. So we got involved noticing the injustice. We needed to call the police. When we asked the hotel management for support they simply blame us for the incident claiming we were the problem when clearly their driver was the issue in the first place. They could at least listen and help to calm their service provider and give some support to a faster solution, asking him to comply, but chosen to take sides with the guilty driver. That was very disappointing. As customers of their service we deserved better. Shame on Hyatt management that simply washed their hands and even tried to say we caused problems. Witnesses took sides with the uber driver as they saw how the Hyatt driver just didnt care, and became irrational, hotel took zero responsibility on his behavior and provided zero support. A 10 minutes issue became an hour long waiting, since the police never showed up, and we almost lost our flight for their irresponsable behavior. Truly disappointed also with the service owner who showed up at the end with the money to solve the problem but instead, started yelling at all of us because she had to pay for the repairs.
Hyatt was a good option but due to these employees, never again… shame!!
Verified traveler
1-night family trip
Verified Hotels.com guest review
