I checked in to the Grand Hyatt about 30 minutes ago for a one night stay. I booked the room right before I arrived at the hotel and they let me know there were no king beds so I booked a twin. When I arrived at the hotel they made me use a diamond suite upgrade certificate to get a king bed. They gave me the "01" suite, the smallest suite in your hotel, fractionally larger than the deluxe room. I had to use a diamond suite upgrade certificate for a 12 hour stay in your hotel.
I thought I had a good relationship with your hotel (around 30 nights in the past 8 month) and a good relationship with most of your staff members. I am a top elite member with other hotel groups and I very rarely get a room lower than a suite when I stay at other hotels. Your hotel is the only hotel in Shenzhen that does not upgrade me to a suite. After I built this strong relationship with your hotel and your staff, I feel cheated that they wouldn't upgrade me to a suite for a 12 hour stay when the only other option was a twin room. I checked in at 11PM! There is no way that they will sell that suite for that night! Why do I even have to ask?
I am so frustrated with the lack of individuality, integrity and commitment your hotel offers to its guests. I understand your hotel is "only" a Grand Hyatt, not a Ritz or a St Regis, but your hotel costs the same and I am a good customer. Why is it that every single small request from your hotel must give me a headache? I am afraid that your hotel and perhaps the Hyatt group has lost a loyal customer.
EMCC