I hate giving negative hotel reviews, especially of World of Hyatt hotels. But, sometimes one bad apple can ruin the barrel, and that’s where I begin.
This is not the entire hotel review – I have lots of pretty pictures both of the casino, the hotel property and even the room – so I’ll post those tomorrow or the day after.
This post is all about what NOT to do if your profession is hospitality and loyalty.
Let’s begin here. The Ocean Resort Casino, formally the Revel, had it’s grand opening last week (as did the Hard Rock Casino). We know that there are always glitches in the beginning. The Ocean Resort is now part of Hyatt’s Unbound Collection, as a category 3 hotel (I’m sure that it will be changed to a category 4 or 5 hotel soon enough).
Dave (my SO) and I stayed at the hotel from Saturday to Monday. I used a points and cash rate.
When we arrived late Saturday afternoon, the check-in lines were really, really long.
There was also a less known VIP line, which wasn’t much better (It may be that this latter line was intended for the players rather than the Hyatt elite guests, but I’m not sure).
I will say that, for the most part, the first level personnel were caring. The front desk workers (Briana and Esther at the front desk and Felinda on the phone) as well as the concierge team (especially Courtney and Angela) were warm and did their best to be helpful. Management, however, was another story. They were smug, rude and condescending.
At check-in, I mentioned that I was a Globalist and inquired about an upgrade. I was informed that the computer does not show a guest’s Hyatt status, and was told, in no uncertain terms that it was Opening Weekend and nothing was available. I mentioned that often when that happens at other Hyatt hotels, management extends some sort of amenity, such as a drink or a bottle of wine, to the guest. I was told I should be happy I was there at all.
Our room was a standard King room on a high floor. It was very clean and nicely decorated. It had a fantastic view of the Ocean.
There were issues however. Among other things, our door was wide open when we arrived and there were hooks and brackets on the wall, but no pictures hanging on it (we joked that this was the minimalist look).
There was no amenity. No welcome note. No nothing. All the things that one expects from a Hyatt hotel – not because I think I’m so special or entitled – but because that’s the standard Hyatt expects from it’s own hotel teams.
We were given two small 10 ounce bottles of water, and told that we get 2 of these daily – and nothing more. The next morning, when we asked for our water, no one knew what we were talking about.
I was told that breakfast for Globalists was served from 7 am to 2 pm at Harper’s Restaurant. However, when I went to have breakfast at Harper’s at 11 am, I was told they were fully booked.
At this point, I went back on the VIP line and asked for a manager. The front office manager, whom I shall call Dick, was so condescending that you’d think he was an actor playing a condescending manager! I asked about the water. Dick said that technically guests were only entitled to 8 ounces of water, so I had already gotten 2 ounces more than I was entitled to. Excuse me? I mentioned the brackets on the wall and he sneered and asked in an accusing way why I hadn’t mentioned this before.
I asked Dick about our breakfast, telling him that Harper’s was fully booked. He said to go to another hotel restaurant, Cafe 500, and that I would not be charged for it (of course, it was on my bill at checkout and had to explain to a number of people why the charge should be removed).
I also explained to Dick that I am a travel blogger and that many of my readers are World of Hyatt loyalists who are eager to read about the hotel and see the accommodations. I asked if anyone was available to possibly give me a tour of the hotel and casino. Dick said his people were too busy for this.
I also asked Dick if there was an upgrade available since it was now Sunday morning and many of the Opening Weekend guests had presumably checked out. He agreed to this, and said he’d leave me a message in my room.
As for the upgrade, Dave and I were taking bets – Dave was certain no one would call, and that Dick’s statement was an empty gesture just to get rid of me. I, being the eternal optimist that I am, believed Dick meant what he said and that we would in fact be upgraded.
Dave was right, Dick didn’t call. No one called.
But wait – – the phone rang at 8:30 pm Sunday night and front desk asked if we’d like to be upgraded. Huh? Really? At 8:30 pm?
The next morning, I saw Dick and told him about the 8:30 pm suite offer on my last evening at the hotel. I said that this did not seem like a real offer to me. Dick said he did his part – he told the front desk at noon to call me with an offer to upgrade to a suite. He said that it wasn’t his fault that his employees failed to call me earlier in the day. (Any other Hyatt manager would follow up to understand how this snafu occurred, but not Dick. No, he did his part . . .)
My friends all said “what do you expect – – this is Atlantic City?” But I do expect a basic level of politeness. I don’t expect insulting, nasty behavior, especially from someone at management level.
I could go on, but I don’t want to. This Dick pretty much destroyed our weekend. I’m guessing that his experience is not with World of Hyatt, but with Atlantic City casinos, and that he is trained to treat hotel guests with distrust and as a bother.
Tomorrow I’ll post a photo review of the hotel and the casino. It is visually stunning. But remember this: a hotel could have every wonderful feature imaginable, but management’s lack of etiquette toward hotel guests can ruin the entire experience. Unfortunately, that is what happened here.
Please note, I am not telling people not to go to the hotel. As I said previously, it is stunning. I am just sharing my experience (which is the same experience being reported by many other recent hotel guests). Once the hotel gets properly staffed and trained, and management is additionally taught how to be courteous to guests, the hotel has great potential.