pizzagirl
TUG Member
Hi. I used some of my Hyatt points to trade with II for two weeks at Royal Hacienda in Mexico. I got the two weeks for my daughter and her new husband for their honeymoon. I purchased the two guest certificates, did everything by the book. When they first checked in, the desk person told them that they would have to move to a new unit the second week even though he tried to keep them in the same unit. (no big deal). On the day of the "move", they called the desk and were told to be in their unit by 11 am and a belllman would come to move them to the new building/unit. Starting at 10:30 am they began to wait. At noon they called the desk and were told someobody would be right up. At 1 pm the manager showed up, asking why their name was different than the reservation. My daughter informed him, the name he was aking about was her father's, that she had a guest certificate (acutally two of them, one for each week), and had given it to the front desk person when he was trying to find them a unit they could stay in for two straight weeks. The manager then demanded to know where her "letter" from her father was, giving her permission to be there. She told him she had so no such letter, only the guest certificate. He stomped off saying "this is the problem!". A little later a bellman came, took them to the LOBBY of the hotel, and told them to wait there, that their room was not ready. As they sat there for several hours, many people came to check in (early) and were taken directly to their unit. When they were finally taken to their unit, it was not very clean and my daughter ended up cleaning up the kitchen rather than complain (I guess she felt she was already in enough trouble). My daughter and her husband are both 24 years old. We had the guest certificate. She did not need any letter of permission from her father!! This is not the way I would expect a five star resort trading with Hyatt, to treat somebody. I want to bring this to upper management's attention. Any suggestions where to start or how to go about this would be appreciated.