Pavel Gubin
Google
I am writing to express my disappointment with my recent stay at Hotel Moss.
Despite submitting a formal complaint to Hyatt, I have yet to receive a response.
During my stay, I encountered several issues:
- Broken Toilet Seat: The toilet seat in my room was broken.
- Poor Housekeeping: The room was dusty throughout my stay.
- Lack of Globalist Recognition: As a Globalist member of the Hyatt loyalty program, I was not offered any upgrade, despite this being a standard benefit. In fact, hotel staff seemed unfamiliar with the Globalist tier, referring to me simply as a "guest from Hyatt." The manager on duty informed me that they had never awarded any guests upgrades and even informed me he had a similar issue with a previous guest. It seems that with the recent Hyatt acquisition, the policies for upgrades will need to be reviewed with the team.
- Disruptive Housekeeping: Every morning, housekeeping staff were extremely loud while working, even in hallways where the "Do Not Disturb" sign was clearly displayed on neighboring doors.
- Unfulfilled Housekeeping Request: I requested housekeeping service at 12:00 PM and called down upon our departure from the room to ensure we would come back to a clean room. To my disappointment, upon returning to the room at 8:00 PM, it had not been serviced.
Positive Aspects:
- Friendly Reception Staff: The reception staff were friendly and acknowledged that the condition of the room was unacceptable for the price paid ($660).
- Excellent Location: The hotel's location is excellent.
- Comfortable Bed: The bed was comfortable.
- Welcome Gift: I received a bottle of champagne as a welcome gift, which is a standard practice.
However, the significant issues I encountered during my stay significantly impacted my overall experience and made it not worth the price.