Libby Traylor

Review of Grand Hyatt San Antonio / Hyat...

I planned a weekend stay at this hotel for my husb...

I planned a weekend stay at this hotel for my husband for father s day. I always have a surprise instore for him even when it s not a special occasion. I contacted the Hotel in advance to notify that I will be having several things delivered to the hotel prior to our arrival. At first EVERYONE! I spoke to act clueless to what I was saying, that act as if they NEVER! Heard anyone wanting to have things delivered and place in a room before their arrival. Well let me tell you, I have done this many times before at other upscale hotels so it looks like Hyatt needs to up their game. Anyway, I finally was able to speak to someone that understood what my plans were and she did just as she stated she added my plan to my reservations and she placed me in the room and on the floor I requested. Vanessa and 2 bells men who helps take our things and moved our things gets 5stars from me. Unfortunately her co-workers at the front desk are absolutely clueless and training in customer service is absolutely needed. I contacted the hotel @ 2pm making sure that my items arrived and that it was safe for us to arrival to our room with out screwing up the surprise. I spoke to a young lady at the front desk that NOT!! Only didn t read my reservations notes, but she want on to tell me that I would have to pick up my items in shipping and receiving. At this point I was not a happy camper and my husband surprise was almost not!! She placed me on hold to ask someone and they confirm that my items where there and places in a room. I asked her if we could check in early. Her response was no that I will have to check in at 4pm!!! Both my husband and I were tried from the drive from Austin and I told him let just go. I spoke to Tyler and he apologized and All was well. My husband is a wounded worrier and was having a hard time walking to the room we had so we called to have the room changed to something closer. We went down and spoke to a young lady name Ashlyn boy was she rude, rolling her eyes hitting her hand on the desk and rolling her neck. No smile. My husband asked if they could move our items in our absence. It was a question that she not have resulted in all the rudeness. You can explain your policy with out all the other actions. I get that they all were busy but that s never ok treating someone like that. Needless to say it was NOT the best experience we had. So now check out. My husband went down to ask if we could get a bellhop cart to move our items from the room. Came back and told me that the line is extremely long so I opted to check out to check out over the phone without a receipt. Boy was that a mistake. They changed me an extra 36.00 for what I don t know. I was willing to just leave it alone but my husband insisted that I go get that credited. I spoke to Sarah she was absolutely amazing. I asked to speak to a manager and she politely told me he was assisting other customers but she offered to assist me. I told her my issue and she was exactly apologetic and listened to my concerns. We noticed that I was charged for someone else s meal at a restaurant we did not visit so she credited my card and then she went on and asked my how she could make the other issues. She really showed professionalism and care for the customers concerns. She even gave me her contact information and her managers as well. Wonderful job Sarah. You have really helped turned what should have been a stress free weekend into a better one.