Is consistency at a hotel too much to ask, especially at the Hyatt I frequent most often?
Regular readers know that the Hyatt Regency Mainz is the Hyatt hotel I stay at most often. It’s an easy drive from Frankfurt Airport and is a property I frequently stay at for business and leisure.
A couple visits back, I checked out very early and mentioned to the front desk agent that I hated to miss breakfast (I think the hotel puts on a nice breakfast spread). He responded that I could have ordered room service, which is also complimentary for Globalist members (the highest tier in the World of Hyatt program).
That was the first time I had ever been offered room service as a Globalist breakfast benefit at this hotel, but I had also never asked for it before. So when I checked in during my last visit, I asked the check-in agent if my Globalist breakfast benefit included the Regency Lounge and Bellpepper restaurant only, or also room service. She responded that room service breakfast for Globalists was also complimentary.
So the following morning I ordered breakfast in bed. Again, just out of an abundance of caution, I confirmed with room service when placing the breakfast order that it would be kostenlos (free) for Globalist members. She confirmed.
The breakfast arrived. It was lovely. I signed a check, but that is fairly normal at other Hyatt properties where room service breakfast is included for Globalists.
I’m sure you all know where this story is going…
At check-out, the 78EUR charge had not been removed and the front staff on duty made very clear:
Room service breakfast is not included for Globalist members. I’m sorry, but it is not possible to remove this charge.
I don’t get angry in situations like this. But I did laugh…and shake my head.
After explaining that no less than three people had told me that my Globalist status covered room service breakfast, they relented and removed the charge as a “one time exception”.
This was not a translation issue, because the first three conversations were in German. This was not confusion on my part…I literally asked three times. And it left me very disappointed. Why was there such a disconnect? Why should I have to ask twice to have a charge removed that three staff members said would not be charged?
I’ll still happily come back to this hotel…it remains one of my favorites. I’m still not clear on what the Globalist policy is concerning room service breakfast. But next time, I’ll just walk down the hall to the Regency Lounge or downstairs to Bellpepper. It’s not worth the hassle or 80EUR…
For my Globalist readers, has this happened to you at this property or other Hyatt properties? How do you deal with the bait and switch?