Staff provided room with 1 BED for 4 grown people Posted 29-Dec-2014
I booked a 2 queen bed room (family of 4: mom, dad and 2 teen age, fully grown, children) with the Hyatt in Wichita, KS, through Expedia. We arrived at the Hyatt close to midnight, after more than 10 hours on the road, calling in advance to notify of late arrival. The front desk staff, Erin and Jasmyne, informed us they held a room for us with ONE king bed (for four 4 adult size people?)! With a big smile and giggle, Erin told us we could receive a cot, if needed?! I begged Jasmyne for a larger room, upgrade, 2 rooms, but to no avail. I was told, "When you book a room, you don't always get what you requested, read the fine print". The staff attitude was basically, "you get what you get" (not my prior experience of Hyatt expectations). I was told that a manager was not on duty and all other rooms were booked. We requested a 2nd cot, but were told it would be a fire hazard. I slept in a fetal position all night (one person at foot of bed, 2 at head of bed and one sleeping on a cot). Hyatt quality? Hyatt comfort? The next morning, the staff asked, "How was your stay?", at which time I finally met the manager, Ms. Perera. She was professional, accommodating, provided customer service and satisfaction: A TRUE HYATT QUALITY ADMINSTRATOR. However, we still had a very terrible night sleep.
Comment from Hotel Management
13-Jan-2015 by Hyatt, Hotel Management
Dear Michelle, Thank you for taking the time to review our hotel. I regret that we were unable to provide a room with two queen beds to accommodate your family and certainly understand your concern. Unfortunately, bed types are not guaranteed and are assigned based on availability at the time of arrival. I assure you that this was a rare occurrence as we are usually able to meet bedding needs of our guests. I am concerned about how you felt the situation was handled and I hope that you will give us the opportunity to provide our excellent hospitality to you on a future visit to Wichita. Warm regards, Ripton Melhado, General Manager