My complaint:
The staff that is employed at your Hyatt House in Chelsea of NYC needs to be seriously revaluated and taught how to treat customers! I had booked a stay for myself, and my siter-in-law and I had spoken with them beforehand along with your live chat agents, making them aware of the fact that my sister-in-law would be arriving before myself and that she is mentally handicapped and my concerns for her. I purposely filled out a credit authorization form and she checked in which she made me aware of the person working at that time trying to ask her for a deposit – which I had made sure was covered and she told them that I had filled out the proper forms for this purpose he stated Oh, I see it here, you have a 0 balance. They gave her the keys and she was there for at least four hours, which she was then bothered by the man at the desk who called her in her room at least 4 times asking for when I would be arriving because they needed a copy of my credit card. She got ahold of me, and I made her aware of the fact I was extending the stay because I did not think I would be making it in before 12 am, most likely after 2 am which I asked her friend to make them aware of this which he did. When the next shift came on, a lady was now behind the desk and called up to her telling her she had 1-0 minutes to vacate the room!! She told her she had just put clothes in the washer, and that it was running – they said they did not care she had to leave because there was no physical card on file – she called me immediately hysterical crying – it was after midnight by this time – I was appalled by this and immediately got on the chat with someone, I told them I am outraged by this, that my sister in law is mentally handicapped and now that it is after midnight I cannot even book her somewhere else to stay and I was not even in NYC yet, I made them aware of the fact she has a washer full of wert clothes she is being made to stop and take out! They supposedly tried to call the hotel and was told they would not let her stay and that she had 1-0 minutes to leave. I am completely disgusted by this – my siter in law was stuck walking around the streets of NYC and ended up in the hospital thanks to this unprofessional behavior of your staff because she was mugged by someone – which was my fear to begin with. I know when I have employees working for myself, I make sure they are well educated in how to treat a customer as this is what makes the business keep going and pays the bills – I will be taking this story to the news and making sure people know what type of staff you have working for your hotels and what type of treatment they give to handicapped guests! They also tried to tell her that the room was never paid for – which i find hysterical as I had even extended my stay and paid for another night which I made sure to cancel on my card once they kicked her out and because I feel the staff was trying to do something illegal with my card I had to report it stolen which is just another huge inconvenience to myself – why else would they all of a sudden need the physical card when I had already filled out the credit authorization form and they even told her that the balance on the room was 0 – it was already paid for- something needs to be done about this type of behavior and needs not to go unnoticed!! Too often employees are rude and unprofessional and when nothing is done about this it tells them this behavior is okay and that is not the case!! I have been a customer of Hyatt since I was chi8ld and I am making sure everyone I know and my family along with my employees are to never give your hotel another dollar of their money along with mine when you have employees who will throw out the guests they have staying when they have already been given a key and been in the room for 4 hours! I just cannot get over this behavior and I am truly beyond words at this point for the events that have happened due to your untrained staff! I truly hope this never happens to anyone else, but I am sure it will when you have people working at your locations like this woman who was working that night. The fact you will kick out a guest who has paid and who has a legitimate reason to be there and is mentally handicapped is just sickening, I will make sure to take my business to Marriot where they know how to treat their customers!
Suggested solution:
They need to fire that employee and they should qat least give my sister-in-law a couple free nights for all the emotional grief she endured because of this employee; it just is unacceptable that this is not handled I have a copy of my credit authorization form which I will not upload as my credit card information and personal information is on there, but i am also sure Hyatt has copies of the chat from thttps:complain.bizfile-complaint?cmpHyatt2hat night!!
