I am staying at this hotel on business, this week for 3 nights, and have stayed here last week for three nights as well. Yesterday morning I came down for the buffet breakfast to meet my colleague and then to go off to see our clients at their corporate headquarters near by. I had my shoulder bag and my iPad bag. My colleague was not there yet, so I went to buffet to get food, leaving the two items, on the seats. My colleague and I had breakfast, and upon leaving, I could not find my iPad bag. I had left my iPad to recharge in my room, but the bag contained my Japanese passport, my detailed travel itinerary, notes, and several nice pens. Because we needed to be on time, and due to fatigue from traveling and working late hours, I assumed that it could still be in my room and that it would be returned to me on the larger possibility that it was not.
When I came back it was not in my room, and I went to the front desk and was told that they didn't have it because it was not logged into their item recovery system. They told me that they will talk to the restaurant manager and give me an update.
Today I went to breakfast and I talked to the servers who were concerned for me, because they remembered me eating there yesterday but told me that all lost items would be returned to the front desk. Since I did not receive any update, I went to the front desk, and was told that it had not come in because it had not been logged into their system. I asked the young woman if she could go and check the actual lost and found, and she refused to do so because she did not see the point. I was disappointed in her flippant attitude of "this ain't my problem."
I told my colleague what transpired and he was furious, he said that I should have the management look into their video cameras. He knows how serious losing a foreign passport can be. I need to go to Tokyo next month so now I need to scramble, and spend a few days in LA, to get another one for several hundred dollars. Also there is the cocern about identity. I was lucky about the iPad. Apparently the Hyatt in central Dallas had similar theft in May.
We stay at the Hyatt Regency and pay premium because we are on tight and hectic work schedules, and in order to avoid situations like the above. The small bottles of waters are four dollars each, and the Internet connection is 10 dollars a day, and it is slow and disconnects that I gave up after 5 minutes. I do not like being nickeled and dime-ed. I have travelled widely, and is sad to experience such "Service and Hospitality" mentality. I would much rather be in a privately owned hotel such as the Sirkeci Konak in Istanbul where I felt comfortable and secure than this inhospitable place in Tex
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 19, 2012
Hyatt Regency North Dallas would like ot thank you for reaching out regarding your experience. I would like to apologize for the service you received as this is the first time we have heard of our team refusing to assist a guest. I would love to opportunity to look into this issue further. The hotel phone number is 972-619-1234 and my extension is 2097. I look forward to working with you to resolve this issue.
Report response as inappropriate
Front Office Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.