Last time TW was at the Grand Hyatt in KL he wasn’t a super fan. On arrival, the reception staff member in the lobby told him to check in at the lounge. Took TW to the lift, walked him into the lift and left him to his own devices. TW didn’t know that they hadn’t bothered to press a button until he got the ‘free, stop at every floor,’ hotel tour and ended up back in the lobby to start again.
Then he was told there were no rooms to be upgraded to. Not a single one, no suites, no better view rooms, nothing. After getting the best suite in the hotel at our prior Hyatt stays, he was pretty disappointed. There was another debacle with a lift or something and then I got a whingey message from him. He took a photo in the closet of the room and told me that was the whole room. I told him I could see it was the closet and stop being such a baby.
This week arrives, Wednesday he had another trip. For some reason he booked the Grand again, I told him to book somewhere else. He asked this time to check in at the lobby reception because he doesn’t like waiting in line to be walked to the lift to just wait in line upstairs. No. He has to check in at the lounge. Right-o.
No, no suites, no upgrades, no mention of breakfast or the evening drinks. No mention of the times of those items or that he was entitled to it. So I get another whingey message from him but this time, a similar message went from him to the manager. TW left feedback after his stay which prompted a response from the hotel manager who was quick to call him.
Well, he got his upgrade. Had his bath. Finally he is happy.
TW is well and truly an official hotel monster.