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
Greetings from Grand Hyatt Shenzhen.
Please accept my apology for the delayed response. I have been travelling overseas and encountered issues with receiving e-mail’s on my smartphone, hence I only received your note on my return today.
We are sorry that we weren’t able to meet your expectations on this occasion. I do hope your stay was enjoyable despite the initial frustration as expressed in your note below. As a Diamond Gold Passport member you are indeed one of our most valuable guests and please rest assured that we are doing our utmost to deliver the service that you expect on every occasion you stay with us. Similar to our other Diamond Tier members and as part of our loyalty program, suite upgrade certificates are issued for you to use when requesting an upgrade. In the absence of certificates, our guests may also use points for upgrades should they wish to do so. We will always do our utmost to allocate the preferred suite type, however this all depends on when the reservation is made and the availability and occupancy of the hotel.
On the night of your reservation and subsequent arrival, we were running very high occupancy and the 01 suite was the only applicable suite category available for you at the time. We do regret you were not pleased with this option. The Ritz-Carlton and St. Regis are reputable organizations and two very fine hotels. If they are providing you with free upgrades during your stays, we respect and understand your decision to stay with them in the future.
Your feedback is very important to us as it serves as a base for us to improve, hence if you have further comments on other similar situations as mentioned in your e-mail, we would greatly appreciate your feedback in order for us to investigate and address them accordingly.
Mr. EMCC, we do value your business and loyalty and hope to be able to welcome you back again in the future.
In the meantime, please let me know if I may be of further assistance.
Thank you and best regards
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