Calcalting
Family · September 20254/10
Being a Park Hyatt, I expected a seamless and perfect stay. However, that was not the case, and the negative experience began at check-in. Perhaps due to my limited knowledge of Japanese language or p...Being a Park Hyatt, I expected a seamless and perfect stay. However, that was not the case, and the negative experience began at check-in. Perhaps due to my limited knowledge of Japanese language or possibly the reception staff's limited English, the staff member checking me in was not friendly at all. There was no welcome message as I usually received at reception being a Globalist member; the first thing I heard was a request to make a payment for my two children.
After settling the payment, the staff member failed to mention any hotel details or Hyatt member recognition, which I have experienced in other Hyatt hotels. He simply handed me tickets for the free mountain lights or gondola ride without explaining how to use them. It was only when I asked if I could try both activities that he informed me I could only choose one. I did not expect such a low level of service from a superior hotel brand and felt that my family was not welcomed.
After check-in, the reception staff told us he would escort us to our 2-bedroom residence. However, upon arriving at the lift lobby, he handed us off to another staff member without further explanation.
During breakfast on July 6, the drinks we ordered took ages to arrive. It was amusing that the coffee and tea we ordered came without coffee spoons, while the juice my children ordered did come with a teaspoon. This highlighted the disorganization of the workflow, which should not occur at a Park Hyatt. Furthermore, there was a minor incident where a serving staff member dropped plates two tables away from us, creating a loud crash. I expected an apology for the incident, but instead, one of the staff approached us to inform us that breakfast would end in 15 or 30 minutes I could not remember. It was interesting to see how the staff managed this minor crisis on the spot.
I acknowledge that the onsen residence I booked was good; however, considering the caliber of Park Hyatt and its price, the service level was totally unacceptable. Additionally, I did not recall any member benefits during my stay. Lastly, I wrote the above in the post-stay survey sent by the hotel. Normally, I would receive feedback from the hotel no matter how good or bad I have filled the survey. Nonetheless, I have never received any feedback or reply from this hotel, this means how the hotel treat its members.Show More
