Terrible experience at Hyatt Lucknow! Reached the hotel at 1 am, exhausted from a delayed flight, and was shocked by the reception desk manager's attitude. Instead of assisting with check-in, he chose to entertain other guests, leaving me waiting. I urge you to feel free to check your reception desk cameras.
To make matters worse, the room didn't have a bathtub despite it being listed as an amenity. When I raised the issue, the receptionist (Ovais) asked for booking screenshots, and even after providing them, he argued that the booking voucher mentioned "shower or bathtub" (noting the "or" clause). When I asked for a room with a bathtub, he claimed they were only available in suites and implied I was wrong to expect one, raising questions on my understanding capabilities.
What infuriates me is Ovais' complete disregard for my frustration and poor treatment. He hung up the call on me, suggesting I connect with anyone I wish to escalate – like that's a solution! It's clear Hyatt's priority is finding loopholes and technicalities to get away with not delivering the experience promised. Why list amenities if they're not accurate? Is this how a 5-star hotel operates?
Hyatt, I expect better from a premium brand like yours. The lack of transparency and customer-centric approach is appalling. Would not recommend this hotel to anyone
