You're More Than Welcome

That's the new slogan for Hyatt Hotels. It's all built on their great service and how, after your stay with Hyatt, you'll leave saying "there is a difference between a hotel and a Hyatt." I haven't stayed with Hyatt for over a year, but will do so this weekend as part of the MIHL High School Hockey Showcase in Trenton, MI. We'll be staying at the Hyatt Regency - Dearborn as they are the host hotel. So far, just within the reservation process, there is definately a difference between a hotel (pick one) and this Hyatt. I'm not sure the corporate mucky mucks would be happy though.

The initial call to the hotel was to reserve a block of 13 rooms for Thursday and Friday nights. Unfortunately, we were told, the hotel cannot block that many rooms under one reservation. Instead, we could block 3 rooms under a single name so using the names of 5 different people......you've got your reservation. Okay, that could work, but why does it have to be that difficult? We've spent nights in hotels all over the state and nobody has said they couldn't block 13 rooms under a team block. Typically, you email a rooming list to the hotel, show up with your check or credit card and the school's tax exempt form, the keys are ready, and you're check in is complete.

I contacted the hotel to inquire why the 13 room block could not be accomodated. The answer I was given was that it could not be handled that way through the corporate reservations system, but could be done if working through the hotel directly. I asked if I could send a rooming list for the 13 rooms, have confirmation numbers returned, and then exchange form of payment for room keys at check in and be on our way. I was told that could absolutely happen and that all I needed to do was send the rooming list directly to the Group Reservations Manager and she would make sure it was taken care of. She would also handle cancelling the original reservation placed through the corporate system.

Our rooming list was emailed to the GRM with a note asking for confirmation numbers. Later in the day I received a return email with our confirmation numbers......along with confirmation numbers for the other 200 people checking in on the same day. I couldn't help but wonder what the thought process was before sending that email. It was 8 full pages so it obviously took some effort to put together.

Hyatt: "Let's see, the coach wants confirmation numbers for each of his 13 rooms. I'm going to go ahead and send that to him. You know, why don't I also send him confirmation numbers for the other 200 people checking in at the same time. That's very interesting information and I'm sure he will appreciate receiving it."

Me: "Yes, thank you very much for sending me the information I requested along with the information I have absolutely no use for. It is quite interesting, however, and I plan to peruse it after taking a gander at the video of my Aunt Gert's colonoscopy."

Aren't they violating some type of privacy laws within the hotel industry? I wonder if Mrs. Hockey from Peoria would be interested in knowing our rooms were $20 per night cheaper than hers even though she's coming in for the same event and all rooms are supposed to be the same price. Hey, I've got her phone number now so maybe I should call her and let her know she can get her room for cheaper. I can give her the confirmation number to be used with her reservation along with the room type....I can make it very easy for her to communicate with the hotel. It seems as though they could use the help.

I can hear the response already. Just go stay somewhere else if it's such a big problem. That's true and I would do that, but if you don't stay at the host hotel they charge your team a $550 fee. The Showcase is a prestigious event and we are honored to be included. It would be nice, however, if the partner hotel would handle their business in a manner that reflected better on the event.

Last week, our team reservations coordinator received several emails from the Hyatt stating they were "seven days to arrival" notices. These notices were tied to five names, each name with three rooms under the reservation. What happened to our 13 room block? Several long phone calls later we had everything straightened out...again.

Yesterday, our reservations coordinator received a new set of confirmation emails. Again, five names with three rooms per name and now the check out date was changed from Saturday to Sunday. We're leaving for home after our game on Saturday so we won't be checking out on Sunday. But again, what happened to our 13 room block? Needless to say we are expecting quite the check in fiasco upon our arrival at the Dearborn Hyatt tomorrow afternoon.

Maybe someone within the Hyatt Corporate family will read this entry. To them I say, "You're More Than Welcome."