My family enjoyed a long weekend in Minneapolis recently. While there, we stayed at the Hyatt Regency. Via Priceline.com, we got what I considered to be an excellent deal: $60 a night. It was Kassie’s birthday and a scouting trip, of sorts, so we thought of it as a mini-vacation.
Well, now I’d say $60 a night was a little steep. Sure, the hotel was nice, modern, and clean. No real surprises. However, the service they offered was way below par for a hotel that usually goes for upwards of three digits per night.
- No free wireless internet. ($12+ per 24 hours of wired access) Maybe in 1999, but not in 2009. Website was misleading. The business center was 14 floors away from our room and had only two computers.
- No phone books in the rooms or lobby. (If you don’t offer phone books or free in-room internet, how do you expect guests to find the number for a pizza place?)
- In addition to the above point, No free local calling. I laughed at the front-desk guy who told me this. I was assured, “Mr. Phillips, it’s only a few dollars…” For local calls?! I once stayed at a crappy Peartree Inn that offered unlimited free local and 10 minutes of free international calling.
- No free parking. Maybe this is standard in cities, but neither Priceline or the hotel’s website warned us. Not even reduced parking for hotel guests.
- Hotel pool down for maintenance for two days. It was a slight disappointment, but if Malaki had been a few years older it would have been a catastrophe.
That, my friends, is how not to run a hotel. It’s called the service industry for a reason.