Customer service is a crucial aspect of any business, especially in the field of hospitality. A positive customer service experience can create loyal customers and lead to repeat business, while a negative experience can result in loss of customers and damage to a company’s reputation. In this article, we will discuss a recent customer service issue encountered by a frequent traveler and the impact it had on his hotel booking.
The author of this article is an avid traveler who frequently stays in hotels. He has been a loyal Hilton customer for many years but has recently started exploring the World of Hyatt program. In 2023, he qualified for Explorist status in the World of Hyatt program and earned a significant amount of points. With his newfound status and points, he decided to book a 3-night stay at the Hyatt Regency Dubai Creek Heights for an upcoming trip.
To make the most of his booking, the author wanted to utilize his free night award and club upgrade awards. He called World of Hyatt’s customer service to inquire if he could book the first night using the free night certificate, and the second and third nights using points. He also wanted to upgrade the booking to a club level room using his club upgrade awards.
However, the customer service agent he spoke to seemed confused about Hyatt’s policies. At first, she said that the booking could be done as requested, but later stated that she couldn’t upgrade the first night since it was booked using a certificate. She assured the author that the remaining two nights could be upgraded to a club level room. The author agreed and proceeded with the booking.
Fortunately, the author decided to double-check the confirmation email he received and found no mention of a club level room upgrade. He asked the customer service agent to verify if the upgrade was confirmed, and this is where the situation became even more confusing. The agent stated that since the author was staying at the same property, it would be counted as a ‘continuous’ stay, and therefore, the club upgrade couldn’t be applied to any of the nights.
Realizing the inconsistency and lack of clarity from the customer service agent, the author decided to cancel the entire booking and ended up booking with Hilton instead. Thanks to his Diamond status from the Hilton Aspire card, he was upgraded to the Diplomat Suite at the Habtoor Palace hotel.
The author concludes that while he still loves Hyatt hotels and their brands, this customer service interaction was a complete waste of time and left him frustrated. It is concerning that a customer service agent attending to mid-level elites didn’t have a clear understanding of the World of Hyatt program and its policies. The agent appeared to rush through the booking process without checking the necessary policies beforehand.
This experience highlights the importance of well-trained and knowledgeable customer service representatives in the hospitality industry. Customers rely on customer service agents to provide accurate information and assistance, especially when it comes to loyalty programs and bookings. Inconsistencies and lack of clarity can lead to frustration and dissatisfaction, ultimately driving customers away.
In conclusion, good customer service is crucial for the success of any business, especially in the hospitality industry. It is essential for companies to invest in training their customer service representatives and ensuring they have a thorough understanding of their products, policies, and loyalty programs. By providing excellent customer service, companies can build customer loyalty, earn repeat business, and maintain a positive reputation.