I have stayed with this hotel for a number of times and mostly I've had good experiences except this time. I've booked a room for 2 weeks and at the time of reservation I was told there were 2 days that have a different rate. I'm fine with that and I was issued a reservation number. It was when I've arrived at the hotel when the front desk informed me I have 3 confirmation numbers to track the different rates. I didn't think much of it and the front desk was kind to modify my reservation to apply the same rate all through out my stay. This is super! :) Oh by the way, they've improved their breakfast selection - there are more yummy choices including mushroom/spinach/cheese croissant, waffles, smoked bacon and apple biscuit to name a few.
And this is when the 3 confirmation numbers come into play. Three different reservation means I have to keep going to the front desk to "check-out" and "check-in" again. The entire process isn't exactly time consuming but just a bit of a hassle as you will receive multiple bills and your room card won't work until you go to the front desk to re-configure.
So I thought I only have 3 reservations under my name - turns out there were four! One day before I'm due to check out, I've received another bill but I thought it was an info for me in preparation for my check out the next day. I didn't realize that I have been checked-out again and at 8:30pm (tired from day's activities) I went up to my room only to find out my room card doesn't work anymore. I have to go back down and have it re-configured. I've asked the front desk if I have been checked out again and I was informed NO and that their records show I'm checked-in until the next day.
At 12:12am in the morning I've received a call from front desk asking me who I was and why I was staying in that same room I've occupied for the past few days! I've explained that I was just down there 4 hours earlier and they've reconfigured my key. How can they have missed that? The front desk apologized and hang up and I went to sleep. Another ring woke me up (and we are talking about past 12am!) and front desk told me that I haven't been checked in and that he will go ahead and charge my card. I was too tired to argue.
This defintely ruined my experience with Hyatt. I am a platinum member and I have expected personalized service and better customer experience. I do not understand why my reservation couldnt be rolled-up into 1 when they've adjusted my rate and I am required to check-out and check back in. I do not appreciate waking up during unholy hours for a mistake done by front desk. Even if the front desk made a mistake and was not able to check me in, their records would have shown I've been a long time customer, I am not due for check out until the next day and they have my card on file. It is not that urgent to wake me up!
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- Also Known As:
- Hyatt Place Dallas/Grapevine Hotel Grapevine
- Hyatt Place Grapevine
- Amerisuites Grapevine
- Grapevine Amerisuites
- Hyatt Place Dallas/Grapevine Texas