Had a very poor customer service experience at this Hyatt in City Park by the Charlotte airport.
Went on air travel starting at 4:30 in the morning. By the end of the day, close to 11:00 PM, I was stuck in Charlotte due to weather delays, missed flight connections, etc. Was tired, quite exhausted, but got a room at this Hyatt for a few hours of sleep and a meal. Had nothing on me but my laptop briefcase when I checked in. Was optimistic about the rest of the night as I am familiar with Hyatt properties and service and they generally impress.
However, one employee turned out to be fairly rude. While other staff were responsive, this person was routinely hostile. As I had no travel articles, I asked and received toothpaste from one employee after checking in. This other employee, seeing this interaction, approached me and confronted me about asking for toothpaste, and demanded to know if I was a guest at the hotel (perhaps there have been some toothpaste thefts in the area). Evidently, he likes to keep tight control of the toothpaste situation.
The following morning, between 4-5 AM when I get ready to depart, this same person is on duty. I did not receive a check-out receipt under the door to expedite my departure. When I went to the lobby to obtain a receipt (to later settle my business travel), this employee was trying to deal with three ladies who were requesting a copy of a bill--as they seemed to have a problem with its settlement. I tried to use the self-checkout kiosks in the lobby but these would not process my check-out. Several other customers in the lobby were having difficulty checking out. My cab to the airport, which I arranged for the night before, left without me, as did additional cabs thereafter with harried guests rushing to get cabs. I went back to the lobby desk to wait my turn while this clerk complained to the three ladies that his Xerox machine did not work. Then, suddenly, he turns to me and says he will attend to me shortly. I say that's ok as my taxi has just left, I can wait--no offense intended, and this character explodes and screams in front of about ten people: "I DIDN'T DO THIS TO YOU!!" I ask his name and he tells me to deal with his manager.
I just leave, contact Hyatt corporate later in the day and explain that this particular hotel has a subordinate who seems preoccupied about toothpaste conspiracies and the challenge of multi-tasking. I add that the overall check-out procedures at this hotel are inept, quite incompetent actually, and otherwise ruined my stay.
So, I suggest to readers that if you stay at this hotel, be prepared for verbal abuse, pathological suspiciousness, and overt hatred of the job by some staff with a blatant lack of professionalism to highlight the miserable attitude. Also, don't brush your teeth while you're there, if they get too shiny you may be singled out for additional harrassment. Flossing might be ok.
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