I don’t really complain too often about service at hotels and restaurants. When I’m promised something at a hotel and don’t get it, my first reaction isn’t to go complain right away. I usually assess if it is a big deal or not. For example, with Hyatt Platinum there is a guaranteed late checkout at 2PM. If I don’t get offered it, I don’t ask for it unless I really need it. One common complaint about hotels is the hotel WiFi internet. Do you complain about Hotel WiFi or not?
This past weekend the hotel WiFi internet was incredibly slow at the Hyatt Regency Indian Wells hotel. I didn’t really need the internet, but my wife had to do some homework that was due by midnight. She ended up using internet on her phone instead, which was troublesome. I don’t like being that guest that complains a lot.
I tend to overlook a lot of “bad service.” I’ve eaten at many Asian restaurants all my life and am used to bad service. I don’t go to a restaurant for the service ever, it is strictly for the food. I have the same mentality with hotels. I go to a hotel for the location and amenities, not for the service. However, that doesn’t mean I don’t appreciate the service. In fact, I feel like I appreciate the service even more that your average guest because I am surprised when I’m offered something for free that I didn’t ask for. For example, I stayed at the Hyatt Santa Barbara a couple weeks ago and they offered me free breakfast because I had a conversation with the front desk lady about our hometowns. Awesome!
I decided to muster up the strength and comment about the WiFi in the hotel during checkout. The checkout process went something like this:
“Did you find everything good with your stay?”
“We really enjoyed the property but… the WiFi was very weak in our room. My wife needed the WiFi for her homework and she had a hard time doing it.”
“I’m really sorry to hear that, we just talked to a tech company and they are working on fixing it.”
“Is it possible to have the resort fee waived for the inconvenience?”
“Hmmmm… let me take care of that for you.”
“Thank you very much!”
It was great to have the resort fee waived ($23) from our room. Actually, we had booked two rooms for this trip and he waived resort fees on both rooms. This was actually my first time ever complaining about WiFi and the only reason was because the wife really needed to use the internet. I don’t complain if I can’t get on the internet to do this blog, but when other people are at stake… I might say something. However, I do not support lying to get fees waived. Do you think it was okay to complain in this situation? Do you complain about hotel WiFI? What is their response?
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