Here is my TripAdvisor review about diamond treatment in general. I posted it about the Grand Hyatt Shenzhen:
My review of the hotel is simple. A full five star hotel.
The situation I had is a complicated one, but it does not reflect on how the hotel is to the average guest. I can see how everyone enjoys this hotel with a real five star experience and professional staff.
I rated this hotel five stars because I understand how rare the staff would encounter my situation and I acknowledge that there is no simple solution for my issues.
I would like to take this opportunity to welcome the new hotel manager, Mr. Per Kredner.
I am a proud Hyatt diamond elite member. As a diamond member, I expect to receive special recognition and consideration. Any issue should be immediately resolved. The staff should go out of their way to make my experience better, even if it means that they beyond the basic terms and conditions. I should never have to check the terms on the website to argue with the staff. The staff should always agree with what I say (within reason) even if there is a gray area.
I wanted a suite with two twin beds so my partner and I can stay in the same room and have an area for meetings. When I arrived in the hotel, they told me that there are no suites with two twin beds, only king bed suites. The staff brought me to see rooms as an alternative. They brought me to a twin room, which I could not use because I needed a place for private meetings. The twin room they brought me to also had a strong unfresh smell that the staff member acknowledged. She then proceeded to show me the Grand king suite. This room is only 20 meters bigger than the smallest room in the hotel, and again does not have twin beds. This suite only has one bathroom as well, so it is not ideal for meetings. The staff members told me that there were only 6 available rooms at that time and those were my only good options. I took the suite and added a rollaway bed to the living room area as the bedroom was too small. I am a big full grown man and the rollaway bed is was too small in my opinion. The pillow on the bed covered roughly the entire width of the bed. Now, with a rollaway bed in the living room, I could not have meetings there. The sofa had some stains that looked like they were from a white liquid, but I did not use the sofa so I did not complain.
The second day of my stay was today. I needed to book a second room. I went to book a second room and the staff told me that according to Chinese law, I could only book one room with one passport. So I told the staff member that I will use my friend's passport to check in and proceeded to give her my friend's name. She told me that when he arrives and says my name, she should take his passport and give him the room key. When he arrived, they assigned a room on a high floor for him which he did not want and asked for a lower floor. For some reason the they decided to call me and let me know that the lowest floor that they can offer is the 9th floor and only a twin bed room, not a king room. I said to forget about changing the room that he was assigned and just keep the original room. For some reason they thought I said to put my friend in the room that I checked into the day earlier, and that I do not need to book a second room. They gave him the room key to the wrong room, my first room and he walked into the room invading privacy. I quickly ran to the hotel from a meeting elsewhere and got the second room.
As I diamond member I was expecting diamond benefits for my second room as well, but no, they will not do that. Because they refused to do so, I asked how many guests can enjoy the club benefits of my first room. They said only 2. I checked the terms and conditions on the website and it did not clearly state how many, though it suggests that 4 guests can enjoy it.
Here is quote from the terms.
"4. Diamond members will receive access to the Regency Club or Grand Club lounge in hotels that have the lounge. During periods of high demand, access to the Regency Club or Grand Club lounge may not be available; therefore Diamond members will receive 2,500 bonus points per stay plus daily complimentary full breakfast inclusive of one entrée (or standard breakfast buffet), juice and coffee (tax, gratuity and service charges included) for each registered guest in the room, maximum four (4) people.
5. At Hyatt hotels that do not have a Regency Club or Grand Club lounge, daily complimentary full breakfast inclusive of one entrée (or standard breakfast buffet), juice and coffee (tax, gratuity and service charges included) will be provided to the member and each registered guest in the room, maximum four (4) people. For stays at Hyatt Regency Bethesda, daily continental breakfast (tax and gratuity included) will be provided to the member and each guest registered in the room, maximum four (4) people. Breakfast is not valid for in-room dining. Benefit not valid at Hyatt Place or Hyatt House."
In conclusion, there should never be a time where a customer is upset in a 5 star hotel. This is a great hotel. I wish that I did not have these problems. I really hope that the hotel will try to go out of their way to make their most valuable guests happy in the future.
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