I never ask for very much and I rarely ever complain. I certainly never ask for special treatment. I would rather experience hotels the same way everyone else does, at least the way other frequent travelers earning elite status do.
So I get to the Hyatt Regency Boston Harbor at 2:50 p.m.
I went through the check-in process, and learned that my room wasn’t ready. The agent checking me in let me know that it was cleaned but not inspected, and that she’d call to expedite that. She asked if I had a car (I had a rental car) and suggested that by the time I parked it and came back she’d probably have my keys, and that in any case it wouldn’t be more than 15 minutes.
So I went and parked, taking extra time in the process, and came back into the hotel. I waited for a guest to finish being checked in, and then I asked whether the room was ready? I was told it wasn’t ready yet. So I waited.
The next guest she helped took a very long time to check in. They had a number of questions about the hotel and transportation. And then they checked in a second room whose occupants would be arriving later. That took about 10 minutes. So when she was done, I asked if she wouldn’t mind checking on the room?
By this time it was 3:30 p.m. A man identifying himself as the manager walked up. He began speaking loudly,
This is the third time you’ve been to the desk. Our housekeepers have 9 rooms that need to be inspected, and they aren’t going to prioritize yours. I don’t need to check you in until 4 p.m.
I was a bit taken aback. I offered that maybe there was a misunderstanding? He told me I was being rude to his employee by asking again about the room, since it wasn’t check-in time yet. But she told me it would probably be ready?
He yelled, “Probably was the key word. It isn’t ready.”
I offered,
You seem to be suggesting that I’ve acted improperly by asking about my room three times. But the first time was just to approach the desk to check in. The second time was returning the way your agent asked me to. And the third time was checking back, since it had been 40 minutes and I’d been told it wouldn’t be more than 15 minutes at the longest.
I am never rude to hospitality staff. When they’re having a bad day, I try to empathize and joke with them about it. I’m far more self-effacing than demanding. So I’ve never experienced this before.
He kept repeating ‘other guests need to have rooms cleaned too’ (there was no one else waiting for a room), ‘they aren’t going to prioritize you’ (his desk agent had told me they would), and ‘I don’t have to check you in until 4 p.m.’ At that point I figured there was no way I was going to get a key before four, even if the room was ready.
The Hyatt Regency Boston Harbor changed management companies this year. It’s a franchise, which often means you’re going to get a subpar experience. In this case it’s run by HEI Hotels & Resorts. I’m not familiar with them in the sense of putting them on a ‘do not stay’ list the way I would Aimbridge (I find their properties skimp on maintenance) or DiamondRock (nickel and diming). But I’ll have to keep them on my radar.
The hotel itself is fine. They upgrade to junior suites, which are two rooms where one bedroom is a living room with a murphy bed. Spending points here as a Globalist gets free parking, and breakfast is either buffet or order off menu including lobster benedict.
The property could use some love, and comes across as far too dark, not really taking advantage of its amazing location on the water as it should. But, aside from the manager on duty when I checked in it’s a perfectly fine property near the airport.
Really uncalled for by the manager. If it wasn’t going to be ready until 4, then they should have let you know that so you weren’t twiddling your thumbs in the lobby for no reason.
Any chance the check in agent complained about you to the manager? How did the manager know you were “pestering” his staff so much?
HEI is funny enough the same group that runs the Revere in Boston, who had that FBI-Delta pilot interrogation a few months ago
That hotel’s only redeeming quality is the Room Service gazpacho is excellent
Following up on @Taxi. In that case, Gary’s lucky the manager didn’t have him locked in a bathroom for a few hours and waterboarded.
I would have reported to the GM and or Consumer Affairs
The business behavior towards the guest is unacceptable
I found nothing but kindness there in my stay over a year ago however the hotel was run down/beat up and in a dire need of a refresh for the high pricing they charge
Hopefully Hyatt sees this and fires that manager. He did this to the wrong person that happens to have a widely followed blog. Hyatt is probably smart enough to know that if changes aren’t made they will lose business. A$$holes like this should never be in a service industry role
As a Hyatt Globalist What hotel would you recommend on my next trip to Boston?
Your room was left to be inspected not cleaned, typically done by a housekeeping supervisor. By the time you had parked, retrieved luggage and returned, your room would have been inspected and turned to ready. It sounds as if the Front Desk Manager needs more training or is in the wrong line of work. You have more patience than me. I would had already asked for the General Manager, but then I was a director of housekeeping for 20 years.
I spend a lot of time in boston at either this hotel or the HR boston downtown. Love the downtown hotel (I find staff there always goes above and beyond). The one by the airport though… I hate it. There people are consistently rude. And to your point, as a globalist who spends $20k a year at Hyatts, I do think occasionally my room should be prioritized over non- elites.
@AC This was Boston. They’re Massholes.
What a jackass. You do run into them once in a while. I’m sure you’ve already written a polite, brief letter to Hyatt corporate offices, or completed a survey. I really dislike travellers demanding compensation for anything and everything. But in this case, Hyatt needs to step up and own the problem. They should apologize for this jerk and comp you at least one night.. Please let us know what happens.
Had a reasonably similar experience (minus the yelling, at least at us) at the Park Hyatt Vienna. Arrived at 2 pm and advised that our room was not ready, should be ready in about an hour. We left our bags with them and went out to browse the Christmas markets. Came back about an hour and a half later (if I recall correctly, half an hour after normal check in) and told that our room was still not ready but they would upgrade us to a suite and it should be ready for us after another hour. Thanked them for the upgrade and went away for another hour. Upon returning, front desk agent that we have been dealing with actually says “my manager won’t let me give you the upgrade but your room is ready”.
Apparently, we just aren’t Park Hyatt people because this is the kind of service we have received at the Park Hyatt Paris as well, although after we stopped being Diamond (or anything else actually), the service at Park Hyatt Siem Reap was outstanding
@Ed. I love the Hyatt Regency Boston. The staff is really lovely, they upgrade to corner suites, the restaurant is very nice (buffet is included for Globalists, and it’s very centrally located. It’s a bit tired and has some nicks and frays but I like it.
@Gary and all— what is the easiest way to find out who the hotel is owned and managed by??
Sometimes I think there are rogue employees. I stayed at Element Hotel in Seattle. I requested 4pm late check out, and it was originally confirmed the late checkout. My wife was came with me on this business trip, so she could stay in the hotel room while I was a work. About 8am in the morning, hotel manager called and left a message while I was at a meeting. She said my late check has been denied, and it’s based on availability. I called Bonvoy, and they assured that it is guaranteed as Titanium member. They will called the hotel. They even sent me a message that it’s OK. Doesn’t matter, my wife said they start to pounding the door for checkout at 1pm. Then every 30 minutes repeated. I checked out at 4 pm. I will never return to that hotel again.
That’s excessive but I wanted to comment on your mention of Aimbridge. I’ve been a hotel manager under a lot of management companies, including Aimbridge and your issue may be with who owns the hotel rather than the management company. Aimbridge is honestly a stickler for maintenance but when there are certain things outside of the budget that need to be purchased, the owners have to approve it and there are owners out there that do not want to pay. I was lucky and had owners that very much did
@cr:
Trite
HEI is part of DiamondRock:
https://drhc.com/portfolio-map.php
I hate to assume but I assume you are a globalist which should provide you with priority access to rooms when checking in early. It should also provide a priority, dedicated check in area.
Bottom line is that this guy was just a jerk. We all run into them.
If I was treated that way for such a piddly reason, I’d not only never stay there again, but I’d contact the General Manager and Customer Relations. (I hope that you had the presence of mind to get the manager’s name). I’d also try to avoid any property that HEI owns or operates. With the rates they charge, guests deserve much better treatment than that.
It would be helpful for us novices for a piece on franchaises so we know what to expect. For example:” I would Aimbridge (I find their properties skimp on maintenance) or DiamondRock (nickel and diming)”
Thank you
We do not have Hyatt in our where we stay list. Gary – did you notify customer service? Will they offer you anything as a mea culpa?
Good job Gary. Name and shame them please. This is the kind of article I love and hate to read. I jus crank called this joint and demanded to speak to the front desk manager who likes to yell at people. I finally was put on with someone who didn’t know about these events. They do now.
If it was United, they would have beat the crap out of you and thrown you out.
Did Hyatt offer you compensation?
We stayed at hotel and found the device to terrible They could not even serve oatmeal correctly prepared. We were planning on staying a week but checked out after one night. If a hotel can’t exceed a customers expectation for service they deserve a terrible internet article. Your article will cost them a lot of future reservations
They usually just tell you they will text you when the room is ready and you never hear from them.
Where can we easily lookup who is managing a particular property?
@Jack – i generally google it (though I will proactive search to make sure i’m not staying at an aimbridge property if i’m not specifically familiar with the hotel, many ownership groups and management companies list their portfolios on their websites and often there’s local news coverage for new or newly-renovated properties mentioning who the parties are involved)
@A – I did not complain to Hyatt. I did note my dissatisfaction to the manager on duty at this property, but I was yelled at further.
@greggb57 – I did get the manager’s name but didn’t feel the need to name him here
@Jay to be clear this was Hyatt Regency Boston Harbor and not Hyatt Regency Boston (I haven’t stayed at the latter since last year)
@jsn55 – I didn’t write to Hyatt, I will comment on a post-stay survey if I receive one tomorrow
FWIW, many times when being upgraded to suites and checking in “early”, I’ve been told they weren’t ready and would need to wait. Once they even gave me a standard room to shower & dress in as I had a wedding to get to, and moved by bags.
Perhaps suites are lower on the cleaning list pecking order for some reason?
Does not excuse the rudeness although being pestered repeated about something you have no control over can make one snap. You should have been told, “we’ll call you”.
@Jay, yes. It would be great if there were a resource to see if a property is franchised or chain-owned. Sometimes it’s obvious, other times not so much.
New England has a sub class of individuals that are particularly nasty. Not only are they parochial, but for some reason they are under the impression that Boston is a sophisticated metro.
In reality it’s a crumbling dump filled with rip off institutions of higher education and union thugs.
Lousy experience – write to Hyatt don’t let it slide considering the second manager yelled as well
I usually work this stuff out before my arrival– I’ll call/chat them in the am or the day before with my check-in time, and usually that gives them the time they need to get a room all set. But, if a manager yelled at me, for any reason, I’d be on the phone with corporate. That’s unacceptable.
Curious. Was this manager’s name Demarcus? I had an unpleasant interaction with a manager at this hotel just last week.
Gary, you’re a globalist right? Contact your concierge. I have never had a bad experience at any Hyatt property (globalist going on 4 years). Also a Hilton diamond (used to do it the old fashioned way via stays, now just via amex) and I have had several poor stays across the Hilton brand. Only reason I retain it is for the benefits via amex and free nights @ their luxury brands. Every so often I stay at a Marriott branded property but have always been underwhelmed (except for Ws). Hopefully your concierge can remind the Boston Regency property on customer (and globalist) respect. I’ve stayed there as well and loved it, I was a late arrival though so I can’t comment on early arrival.
Worse case nothing happens, best case, you get a full refund and/or points to stay at one of their resort properties in California or Hawaii (my favs).
@Gary— thanks for your replies. Re: HR Boston (downtown) I was referring to Ed’s comments on what properties in Boston I recommended. Not commenting on your stay at the harbor property! Thx
As a Hyatt Globalist you have the right to early check in and late check out, if available. At the very least they should have tried to prioritize your room. I understand your wanting to be kind, but in this case you should have set the guy straight.
I would have gotten his name, slipped him a business card and have indicated he’d be featured in a future article of yours. Some of these clods haven’t a clue about what hospitality means.
@HB – I thought it was Darius actually
Where’s the hospitality? Both managers that you spoke to need to be reprimanded. Report them.
The manager was a jerk. But Hyatt cannot do a thing at all, and HEI/DiamondRock: does not care. The hotel is Hyatt in name only. Do you knwo what HEI cares about? Lets ask them?
“At HEI, everything we do as an operator is driven around one objective: how do we continue to drive even more value from each property for our capital partners? ”
See that to drive value ($$$) not provide great places to stay or take care of customers – their remit is to add value to investors..
@ Gary — Next time, stay at IC Boston (as a Globalist, that’s what I will do based on your review). I haven’t stayed at either hotel for mnay years, but the IC is a great property and convenient to BOS.
@Gene – I’ve stayed at IC Boston back when I was a Royal Ambassador, appreciated the large suite and club.
Unfortunately, rudeness seems to be common amongst hotel staff of late. Poor character and a lack of consequences for the miscreants posing as hospitality staff.
I have had great success photographing the offender and posting it with a description of the problem to the hotels social media accounts. Often just taking the photograph is sufficient for an immediate attitude change.
I’m not a Diamond or a Platinum anything (My Amex Plat gets me Gold at Hilton & Marriott), but I don’t understand why everyone raves about Hyatt? The only articles I read about actual Hyatt experiences make them sound awful. The few times I have stayed at Hyatt I found them cold and sterile spaces, very corporate. The pictures on this post confirm my recollection.
This is phenomenal. I’m a Hyatt manager and I always put customers in their place. The customer is never right any more. You do what we tell you or just leave and find a new hotel.