RE: Hyatt Regency Pars Etoile First BREACH reservation contract ( swap from my booked expensive Tower SUITE to cheaper Tower ROOM ), I had to fight hard to get my my booked SUITE back.
I am Hyatt globalist.
Please allow me share my worst stay at Hyatt Regency Paris Etoile.
Even now, I still feel very painful at the moment I wrote.
My family had Europe travel plan. Feb 28, I booked and paid 24k points "Eiffel tower SUITE" check-in May 21 2022, one night, for 3 adults. Hyatt emailed confirmation Reservation number 35313026
Room Type: EIFFEL TWR STE, Room Description:.. living room:
2 bathrooms: walk-in.
After check-in 7+pm May 21, We got the room key, entered room,
dropped luggage into room, grabbed some snack from club,
hurry up city tour excitedly.
At midnight, we came back, after 5 hours city tour, we were so tired,
just wanted to take showers and sleep. But we can not find 2nd bathroom, living room( with Murphy bed), We just realized we did not get the Tower SUITE as we booked and paid. It is Eiffel ROOM only.
Around 00:30 am, I went down to the lobby, there was only one check-in staff, 5 more guests lined up to check-in, no other staffs at sight. I waited in line 30+ minutes. When I got my turn, I politely told check-in desk staff Tsering, I am Hyatt globalist. I booked Suite and paid, but I only get Tower ROOM. Is there any other connecting room to my current room ?
Check-in staff Tsering, he checked my reservation record and check my key. He said there were two type of Suites in this building. The room I got now is right for my reservation, no 2nd bathroom, no living room. I told him that email confirmation shows the suite has living room and two bathrooms. Why you told me that I don't
have living room and second bathroom. He denied everything and refused to give me Suite as I booked and paid.
This is legal contract issue. H.R. Paris Etoile breached our contract.
(Guest booked Tower SUITE, but Hotel swapped to Tower ROOM after check-in).
Even elementary school student can tell the difference between "two bathroom" and "one bathroom". How can hotel staff Tsering don't know it ?
My families and me were so shocked and we don't have two beds to sleep. We went to lobby again and awaited concierge desk staff that we need help from manager. A female manager showed up. She confirmed we should have connected room which has murphy bed, living room, and second bathroom.
So she make new room key to open door to connected room. It already passed 1:30am now, I lost all sleep mood. My hart filled with exhausted after fight hard to right suite back. My two families lost sleep either.
The two check-in desk staffs should know there is connected room for Tower SUITE.
Why both staffs refused to give me connected room and insist that my booking has only one bed, one bathroom, and no living room.
Next day, May 22 noon, I received email form VP stating she compensated 5,000 points for our inconvenience. Hotel manager also emailed me sorry later
days after I gave 0 star feedback.
VP manager compensated 5k points is far less than the the pain we suffered !
It is not just inconvenience! It's pain. It's legal issue!
Check-in staff should never swap expensive Tower SUITE to cheaper Tower ROOM, and lied to us that's our booking.