An email from Hyatt I’ve never experienced before

I’ve stayed in a lot of Hyatt’s before, most recently accounted for in my “25 different Hyatt’s award.” That said, I’ve never experienced a Hyatt go out of the way to proactively reach a guest prior to check-in, as I did recently at the Hyatt Regency Bellevue, in Bellevue, WA.

I’m not only surprised by the email, since I haven’t received a similar one before, even from their top Park Hyatt brand, but also because the stay following the email was really just extraordinary for a Hyatt Regency, and I’ve stayed in some crummy Hyatt’s before.

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Here’s what was sent to me:

Good Day,

My name is [redacted] and I am the Guest Experience Specialist at the Hyatt Regency Bellevue. We look forward to welcoming you to Bellevue and I would like to offer my assistance in order to ensure that your upcoming stay is an enjoyable one. For any information regarding the local area and happenings around town you will find our weekly newsletter attached for your reference.

As a valued Diamond Member I want to ensure that we have everything set for you prior to your arrival. Do you know what time you will be arriving? If you have any preferences on newspaper delivery, late check-out, turndown or housekeeping services don’t hesitate to contact me directly and I can assist with any request you may have.

As well as a bonus of 30% more points per dollar than our standard members, you also get your choice of 1000 bonus points or a Food & Beverage amenity upon check-in, which I can also set up for you.

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Our Regency Club is located on the 23rd floor of the Cascade Tower. I have attached a copy of their menu for the upcoming week for your reference. They are open from 6am to 9pm Monday through Friday, and 7am to 9pm Saturday and Sunday.

We have a fabulous breakfast restaurant on the second floor called Eques. They have some healthy choice options and local flavors as well as my favorite; the Banana Nutella Stuffed French Toast. If you need reservations (strongly suggested on weekends) or more info please just let me know!

[Signed, redacted]

I promptly replied back:

  • Requesting my newspaper preference as USA Today
  • Requesting a late check-out of 4p on my departure date
  • Inquiring as to what the food and beverage amenity was
  • Inquiring whether there was an upgraded room available

Within a matter of hours, I received a prompt reply informing me that:

  • My newspaper preference had been noted.
  • I was guaranteed my late checkout, and it was noted in the reservation.
  • The food and beverage amenity was a sampling of local treats, and there was a menu attached.
  • My room had been upgraded to a complimentary suite, still including my Regency Club access.

The funny thing is that this email was so simple, yet it was such a delight to receive, since it really indicated that the hotel cared about my stay, and was also trying to keep in touch in a non obtrusive manner. They also inquired as to my preferences and requests without having to physically talk to a person, which was really nice, and something I’ll touch on more in a later post.

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Having now stayed at 27 (I think) different Hyatt properties, it’s hard to imagine that this was the first that had sent me such a personal email prior to arrival…but for me it was.

So, I’m curios. Have you received such an email from any other Hyatt properties before?

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  1. deb says

    Hyatt beat a park/sleep/fly rate by 20%, gave us an excellent room and covered parking! Loved when the tv was turned on and we were welcomed, including our name, on the screen.

  2. says

    The rooms manager at this property is a Hyatt veteran, having management positions at multiple high profile Hyatt hotels. I have yet to stay at a property he works in and been disappointed. This was a good property prior to his arrival and it’s only gotten better.

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