I recently reviewed the fitness center at the Hyatt Place, NYC/Long Island City. Although I was generally happy with the fitness center, I listed some concerns, notably:
I didn’t like the fact that the cardio machines face the back wall. . . (f)rom a security perspective, I found myself turning around a lot looking to see if anyone was entering the room. My suggestion – change the position of the cardio machines and/or add more mirrors in the room.
Around the same time, I received a typical thank you for your stay email from the general manager of the hotel, Joseph Rosanio. In my email discussion with him, I primarily praised the new hotel and it’s staff. I additionally mentioned the cardio placement issue stating: from the way the treadmill is situated, you can’t see a mirror and can’t see the front door i.e., if someone is coming in or standing at the door. Turning the treadmills around might help.
Mr. Rosanio thanked me for my comments, adding good point on the machines.
I figured that was the end of that. To my surprise, however, I receive a new email from the general manager 9 days later:
Wanted to follow up with you and thank you again for your suggestion in the gym. As I’m not able to turn the machines around we did opt for the ‘elevator’ mirror facing the doors.
Here’s a photo of the change that was made:
Awesome! That change/addition was so simple, but it is so important from a safety, security and peace-of-mind perspective.
There’s an important lesson to take away here: don’t hesitate to voice legitimate concerns and criticisms to hotel management. A good hotel manager takes guests’ feedback seriously!