This is a 1st world problem so I owe a Kiva loan.
Here’s the thing: I rant when customers accept bad service so feel obligated to speak out whenever I see it. This isn’t so much an issue done to me, but, well, you decide…
I’m here at the Hyatt Herald Square in New York City. It’s a new hotel to Hyatt and they’re clearly working out some kinks. Upon check-in to our room (besides the huge pile of dirty dishes outside of our door…another issue) I noticed something strange in the bathroom. Our toiletry collection consisted of a shower gel, a conditioner, and a lotion. No shampoo, and no soap. I figured the maid was just busy and called the front desk for a replacement set. 5 minutes later I got a visit from a bellboy with a shampoo and the explanation that the hotel was out of soap.
OUT. OF. SOAP.
Not out of their specific brand of soap, not out of one of two sizes of soap, but not a single bar of soap was to be had in the entire hotel!
There are 10 other Hyatts in New York City. They couldn’t have bartered, borrowed, or bought more soap from another location?
Or if there was truly no other option, what about the drugstore on the corner? 99 cents a bar seems a small price to pay for a basic item.
Maybe I should just let this wash off. But here’s the thing: I paid $250 a night for this hotel room on an elite rate. Most people here paid over $300. In 25 years of travel, at all levels of the luxury spectrum, I can’t think of a SINGLE other time I’ve been in a room lacking a bar of soap.
I see the lack of soap as a symptom, not the actual diagnosis. What else is this hotel willing to do without?
Am I making too much of this or is it truly a complaint worthy-issue? I’d appreciate your thoughts in the comments.
UPDATE: Hyatt Customer Service responded promptly with a profuse apology and 5,000 points. Enough?
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