Just checked out of the Park Hyatt Sydney after a 2 night stay and honestly I’m pretty disappointed.
First issue was the room. It was extremely noisy. I called the front desk asking if there were any quieter rooms available. I’m a Globalist and could see availability in the app, but was told they were sold out. A few minutes later I get an email repeating that, plus a line saying they’d already emailed me explaining the situation. No such email ever came. And what situation exactly? That a $700 a night flagship hotel doesn’t have quiet rooms?
I let that go.
The next day is where it really crossed a line. My wife and I were coming back from the zoo through the harbor side entrance with other guests. We’re African American. A security guard stopped us and asked if we needed directions or if we were guests. Meanwhile the white guests with us just walked right in. My wife quickly said we were guests and he stepped aside.
I sat in the lobby afterward to make sure I wasn’t imagining it. He didn’t stop anyone else.
I asked to speak with the manager, brought him over to the guard, and explained exactly what happened. The guard denied it. I told the manager to check the cameras if there was any doubt. Nothing was done.
I don’t care what tier you are or how much the room costs, no one should experience that. But especially not at a hotel like this.
I’m now trying to figure out how to escalate this to someone who will actually take it seriously, either Hyatt corporate or upper management at PH Sydney. If anyone has contacts or advice on the best path forward, I’d appreciate it.
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