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”.
CONCLUSION
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?
The biggest single issue I have had over the years with Hyatt’s program is the total inconsistency of it. Nearly all the properties have their interpretation of how they administer it and indeed the quality in which they deliver it. As I have slowed my business travel down Hyatt was the first “cut” even though I was just 150K short of lifetime as I already had Marriott Lifetime PLT ( Titanium being as horrible as Globalist) having said that Marriott for the most part are consistent to a point, breakfast being one, for me it’s important as I am a Type Diabetic.
Your experience does not surprise me.
Marriott brand properties are probably the least consistent on breakfast benefit for elites. Perhaps you are referring to the dietary options provided or just the “Marriott” branded properties?
Why not go the extra step author and contact Hyatt and clear things up for your readers, or is this just a bitch session.
I will when I hear back from GM. Thanks for your input.
I am a discoverist with Hyatt, and at different properties they don’t honor the late checkout or the upgrade to a nicer room, and that is just wrong.
I would call it a useful tip for Globalists to check their bills prior to leaving and thereby saving them phone calls and time. This is a common thing at Hyatt properties. I hardly see this as bitching. More lie informing.
I’m guessing this isn’t an issue specific to Hyatt or Globalist benefits, but just the nature of front desk staff generally. I recently had an issue where the hotel involuntarily downgraded my room reservation without telling me, then the clerk refused to adjust my rate, claiming I’d have to take it up with booking.com (even though it wasn’t a pre-paid rate). I spoke to a different clerk the next morning when checking out, and she processed the refund without issue. Sadly, I suspect the clerk in your case was poorly trained, and either too stubborn or incompetent (or both) to try and find the correct answer.
If breakfast is included in your rate at the Villa Kennedy, you can upgrade it to room service for ~€3. That was last year so not sure if still in effect.
But I love the terrace at Villa Kennedy. Maybe during winter?
God, I wish Forte would align with Hyatt. Villa Kennedy is my favorite hotel by far in Frankfurt.
Yes, I routinely check my bill carefully. I honestly don’t thing it’s something nefarious at Hyatt. Just the auditors not being careful and checking. It often happens with Premium Internet as well in the properties that charge. What becomes confusing at times is the gratuity. Should you leave extra on a free breakfast? Will that just get taken off anyway and the server not get it as a Globalist? I have rarely seen the tip added to the final bill at checkout.
The breakfast should be included at this property. I have spoken with the GM as all other german properties allow this. Afterwards I was told that they have adopt the Policy of the other german Hyatts but I have even had some Problems with the frot desk some times…