1). The thermostat in my parents room was shut off, they froze the first night.
2). The scrambled eggs served at 7am breakfast were ice cold.
3). When we went to get hot water for tea from the dispenser, coffee grounds came out of it.
4). And last, the night clerk was unkind to my 80 year-old parents, when they helped themselves to a bottle of water at the front desk, the clerk asked if they were "members".
They didn't understand the system, and they felt the clerk was rude to them, behaving unfriendly for their misunderstanding. The clerk should recognize people that age are frequently hard of hearing and to be more patient interacting with them, explaining the water bottles are for a room charge unless they are members of their status system, and they are welcome to the citrus water instead. A little smile and some explanation would go a long way for older people.
The hotels is fine, the experience and training of the staff seems to be inconsistent. Hyatt is not only offering a hotel, but an experience people remember. We paid good money for the hotel, we felt the service items described above were too much.
