Has anyone experienced an hour to check in at any hotel? Welcome to Hyatt Place Fort Myers Estero where the unprofessional staff leave the front desk for 30 minutes at a time. I arrived at 11:30pm and looked forward to checking in to sleep, wake...
Read MoreHas anyone experienced an hour to check in at any hotel? Welcome to Hyatt Place Fort Myers Estero where the unprofessional staff leave the front desk for 30 minutes at a time. I arrived at 11:30pm and looked forward to checking in to sleep, wake up, continue working, providing services to my clients. I already have a reservation and my travel service says it's confirmed
At 11:44pm I contact Hyatt wondering where the staff is and how to get a hold of them. Hyatt calls the front desk where I can see the phone ring, no staff around. I walk around the location to see if anyone is around but no one could be seen. The staff arrives at 11:50pm, she informs that she was unaware that anyone was here.
At 11:55 I am calling my travel service, the staff seems to be unable to find my reservation, claiming that there there is none. She tries to make a new reservation but before she can continue I tell her to stop, this may cause two reservations which will be more problematic to deal with later.
At 12:12am I contact Hyatt to verify my original reservation, they can confirm there is one. I ask Hyatt to assist the front staff but they cant seem to be able to do so. I ask the front staff to escalate the issue and to contact her supervisor. She calls John, they are on the phone for quite some time. They start chatting while I contact my travel service for an alternative location to stay. Finally the front staff and John resolve their issues and they are able to check me in.
I arrive at my room at 12:46, the staff goes with me in the elevator to make sure the key works. I ask what the delay was she claims to have been in the bathroom. Checking my bank statements the following day I see an extra charge. I contact Hyatt and am able to reach Johh directly.
My conversation with Assistant Manager John was deeply unproductive. Rather than addressing the documented service failures, he became defensive and attempted to contradict my account with unsubstantiated claims. His refusal to acknowledge the situation and his failure to see this as a critical training opportunity for his team demonstrates a concerning lack of leadership and accountability. His conduct provides a clear explanation for the front desk's unprofessionalism, as a team's performance is a direct reflection of its leadership.
My billing issue got corrected by my travel service and I will not be staying at this Hyatt again.
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