Original booking process:
Booked on website, website had several issues and didn't give me a booking confirmation.
After calling Hyatt to inquire about the booking and finding out if it went through + checking CC for pending charge and seeing nothing for several days I called again and asked if I should go ahead and book again. They said I should as there was no record of mine in their system indicating any sort of booking.
I book again and mention my Diamond Status 3 days prior via a phone call and asking for a complimentary upgrade. Called again the morning of the booking to confirm and they said Yes to it all and being excited to have me. I wrote down the name of the person I spoke to as well after she said she has it all in my notes.
I get to the hotel with my successful booking and upon checking in the story unravels:
They check me in. When I ask about the upgrade they tell me that they are very full this weekend and most likely won't be able to do anything. I let them know how strange that is as I called as a Diamond and spoke to Claudia (the lady I am speaking to at Check-In) twice in the past 3 days about this who was quite sure I would be able to snag one. I get weird looks - from Claudia!! - letting me know that there are no notes on this reservation and that there is no way I could have called to ask about such a thing and that what I am saying does not check out. Ooookkkk. Suuuurreeeee. You don't have a bigger room? That is fine. Don't start getting all nasty with me (which it was) as others there would confirm. Making it seem as if I am lying about this? How rude. The GM standing a few feet away then comes over and I just happen to mention that I came here and am a Diamond and was wondering if there was any upgrade available. The GM went ahead and put me in a 2BR.
I get my keys and am about to leave. Now they call me back. Because my 2nd room isn't paid for yet. Emmm, what? What 2nd room? She shows that I have 2 rooms at the hotel. So somehow magically the original booking that I confirmed via CC and via calling Hyatt twice had somehow at some point gone through. How that works is beyond me to understand. So they now do not let me check-in until that room is paid for. I explain the redundancy in me having two rooms. They won't have any of it and will not accept that. The GM and Claudia don't think reasoning applies and do not want to confirm this further with anyone. They are not letting me move until the 2nd room is paid for. The GM then breaks out in pure generosity saying that he will give it to me for 50% off. After realizing that this was not going anywhere and them not cooperating and saying the only way to prove this is to get the audio recordings from Hyatt on which I would have spoken to them (
) I said here you go, paid it and will most definitely dispute the charge.
(Again - to note - this has nothing to do with being Jewish, looking Jewish or acting Jewish)
Forget any mention of welcoming me as a Diamond or offering a Diamond kit or points as a Diamond welcome gift. No mention.
The conference rooms were booked so eating outside was the only alternative as they don't let you eat in the dining room area. The tables outside were sticky and dirty and I went to ask about getting it cleaned by maintenance - as the front desk suggested that - to hear back from them that most of the crew isn't around anymore this late and can't do it currently. OMG. I asked for Kleenex and paper towels to clean it myself but without the crew at the time they could not provide that. I found my own ways to clean it.
(I won't go on about the actual hotel because IMO that is not part of "Diamond Treatment" )
I asked for late checkout today. She asked by when I wanted to check out to which I let her know 3 to which she said sure and enjoy your day. I end up at the pool for a couple of hours. I head back later to find people in my room putting the room together while all my stuff is around and the sign at the door being "do not disturb". I ask what is going on and call the front desk to find out that they "tried reaching me" (no one called my Cell which they had on file) as 3 suddenly wasn't doable but I had to be out at 2 and they are there to get the room ready.
Again, I can deal with a mediocre hotel (which is at the top list of terms Id give this one) if the customer experience would be great. It sure wasn't here and instead of trying to out-do the mediocracy of the place they perfectly fit in to it.