If you are as heavy a business traveler as I, you quickly learn to distinguish reviews from vacationers versus those of business travelers. As most business travelers do, I understand there will be issues from time to time. As a loyal Hyatt customer, I was pleased with the room cleanliness, location is 10 to 15 minutes from downtown area, staff very pleasant, 24/7 full menu, complimentary breakfast etc. Not sure what else I could expect from the competitive rate they offered.
At any rate, after a couple of nights attending a trade show, check out proved to be a bit confusing. In 15 years of travel globally (and an Engineering degree), I have never seen a final bill where totals were not provided, nor did they add up. Being a patient traveler, I approached the desk and asked for some clarification. Rather than focus on my disappointment with the explanation of charges provided to by the first associate, I prefer to highlight the efforts of a Ms. Leanna Rhodes who quickly stepped in.
My gut tells me, like any consummate professional, she over heard our difficulties with the final bill and felt she could help. She quickly acknowledged a mistake had been made, apologized, and immediately examined each of the room bills manually. All I can say is, when you look for a place to bring your family and colleagues we all can, while far and few between, expect a few issues here and there. What really matters is how it is handled and what is done to correct the issue.
Ms. Rhodes, took responsibility for a mistake a member of her team made, immediately took charge, explained what she was doing to correct while she was working on it, and finally made the necessary corrections to our bill. At a minimum, making my colleague and I feel our business was appreciated and she understood the value of listening to customers; not patronizing them for their inability to understand a simple ledger/statement of charges that simply did not add up.
All in all, within 10 minutes, our bills were corrected, she explained them item by item, and we left there with the necessary understanding to properly post to our expense reports.
All properties, have their issues, they cannot be everything to everyone, but know this, if you have an issue, Mr. Rhodes is there to assist, and for that I am thankful. I recommend the property for its value, quality of food available 24/7, and desire to provide above average customer service.
My career has been successful, to say the least, by managing and setting the expectations of my customers regarding the products or services I have been charged with selling for the past 15+ years. Remember that when you book a room; our expectations can be ridiculous; just stay, pay, and hope that they have someone to help out when you need them. This place does, Ms. Leanna Rhodes and I look forward to my return. The company should be proud to have her.
Regards and safe pleasant travels to all.
P.S. We selectively demand the highest levels of mistake free service from hotels, while ignoring the TSA debacle and airline service becoming terrible to say the least.
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- Also Known As:
- Hyatt Place Indianapolis Airport Hotel Indianapolis
- Hyatt Indianapolis Airport