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Hyatt House - Hyatt - Room Review

To Whom It May Concern I stayed at one of your hotels here in the Irving Las Colinas area and four young ladies happened to stay with me. I have previously stayed in many Hyatt chain hotels and the experience has been pleasant. However, I was charged and additional $50 for extra guest which I have people come visit me during EVERY SINGLE stay that I have had and it has never been an issue. When I got in the room, the carpet by the bed was stained which alerted me but like I said I let it go because I have stayed many times. I called and spoke with Jonathan to get the $50 waived and he reported that he would not. He gave me an invalid corporate number. I called back and asked for him Doug who was very rude was placed on the phone and said he would have the authorities called because I had 4 kids in the room, accused me of having people play on the phone and harass him, and stated eating his buffet was theft of service. The way he talked to me was disrespectful and rude and then he asked me to stop calling when all I wanted was the corporate number so maybe I could get someone who understood. Me and the young ladies presented vision boards and discussed goals, ate enchiladas and Doug assumed we had some while party and was frustrated with the candy wrappers. He said many personal issues he had, which I asked if he could send me the articles that outlined them and I got another bill. In today's service it is important to first listen with no interruptions, at least validate the customers concerns and give them the information they ask for. Unfortunately, Doug went full mode personal with his response. I would never have any kids calling and establishment to play on the phone as Doug accused me of doing and due to me recording the conversation I'm OK with the authorities becoming involved. The 3rd call was because I was disconnected a d the corporate number was deleted and all he wanted to do is read a script instead of simply giving me the number I seemed from the beginning and moving forward. I would like an investigation launched because now it is beyond my money being taken from my account. I feel disrespected and lied on... I don't believe the customer is always right but the customer is always human and you give the customer the information they request. Period. It is safe to say that next time I will go with the Embassy or the Marriott. And I have used you all every since the welcoming of my eight year old cousin at the Hyatt Regency. When staying at the Hyatt House, i had additional guest and without me even paying they gave me a seperate area. I am already doing charitable work in the community and the hospitality I was shown at the Hyatt House was absolutely phenomenal but this experience makes me question the degree to which I place Hyatt as my number one pick and even refer others. Sent from Yahoo Mail on Android
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ID
#971644 Review #971644 is a subjective opinion of poster.
Product
Hyatt House Room
Reason of review
Poor customer service