This morning, I published a very unfavorable review of the Concourse Hotel at LAX, a new Hyatt property on the LAX airport campus.
I just got off the phone with the Director of Operations for the hotel. When I asked to speak with the General Manager, I was advised he was in a meeting through the remainder of the day.
I had a chance to speak with her about the condition of my stay:
- Flies in the sink.
- Hair in the bathtub
- Maintenance issues in the room
- Non-working air conditioning
- A couch missing springs
- An unappetizing breakfast
The Director of Operations advised me that Hyatt put in a new management team 3 weeks ago, and they are working to turn around the property. Through April, they are doing a “soft renovation” repairing broken furniture, doing extra cleaning, and replacing very dated pieces. After April, they’ll begin a very expensive full renovation, which will lead to their branding as the Hyatt Regency LAX.
They’ll be taking the two rooms I stayed in out of service, though I’m suspicious that these are the “only” two rooms in the hotel with issue.
I was very blunt in speaking with the manager about my stay, basically summing up the issues into ones of matter of health and safety – and one that could easily cause a lawsuit with the right guest.
The Director of Operations offered my compensation for my stay, in addition to them wiping the bill for my stay.
- 35,000 Hyatt Gold Passport points
- An invitation to stay at the hotel, post-renovation gratis to review the property
Do you think this compensation was fair? What would you have done in this circumstance?
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