This night was saved from being a very bad one for me by extraordinary customer service- far above and beyond what was necessary. It is 1:30 a.m. and I am writing from my room in the Wingate, but I was not supposed to be staying here, my reservation was for the Hyatt Place Buckhead.
My husband and I drove 11 hours to get here, and as we were not set to arrive until after midnight, I called the Hyatt Place around check-in time to make sure they would hold the room. The man I spoke to acted like that would not be possible, and I was a little taken aback (it brought the Seinfeld episode to mind- something like 'You know how to TAKE the reservation, you just don't know how to KEEP the reservation, which is the whole point of the reservation in the first place!'
He explained to me that they were oversold and so I would be moved to the Hyatt Grand which was right across the parking lot, I would still have all of the amenities, I could still park in their parking lot, come over to eat their breakfast and their staff would take care of transporting my luggage back to the Hyatt Place tomorrow where I could finish my stay, and furthermore I should be happy because the Hyatt Grand is a "much nicer hotel". The reason that this was happening to me was because I was arriving late and because I had booked through Hotwire. Of course, if I had booked directly with them I would have not had this inconvenience. I'm still not sure why hotels think it's okay to treat customers who take advantage of these services like second-class citizens. I don't always book through third party sites, but the way I'm treated when I do definitely influences how I feel about a hotel chain.
Although it was not the end of the world that I would have to move hotels, it was definitely an inconvenience. First, it's 1 a.m. Second, we are traveling with a large amount of luggage due to our profession, and we have meetings all day tomorrow, which meant we would likely have to store our luggage in our car in between check out of the one hotel and check in of the other hotel. We also already have to move hotels in the middle of our stay in Atlanta due to other reasons, so now we have to move twice.
To add insult to injury, upon arrival at the Hyatt Place, the lady behind the desk was quite abrupt and completely unsympathetic to our situation. I felt like she acted like we did not deserve a room there. For me, even just an "I'm sorry for the inconvenience" would have gone a long way for me. Furthermore, we would not be moved to the Hyatt Grand, but instead the Wingate, a mile away. Now, I'm really ticked, because I chose to stay at the Hyatt Place (I knew it was this hotel when I selected it through Hotwire), due to it being across the street from the Intercontinental, where all of our meetings are. There's nothing I can do, so we get in the car and drive to the Wingate, not expecting much.
Well, this is where the story changes. We were greeted warmly by Hershel Washington who promised to make our displacement as painless as possible. Mind you, this situation was in no way his fault or his problem. I have never experienced customer service like this. He truly became the hero in this situation. Literally, our every wish was granted (and more). Could we have late check-out? Done. Could we have a king bed? They didn't have any available- so he upgraded us to a gorgeous two room suite with a spa tub. He solved every problem we had- offered their limo so we could get to our meetings and to store our luggage while we waited to check in at the Hyatt Place. Offered to let us park in their private front spot so it would be more convenient for us to load our luggage. As soon as we walked in the room, the phone rang- it was Hershel checking to see if our room was adequate. (It is amazing!) Again the phone rang- were we hungry? We could come and get a snack and a drink from the sundries store on the house.
We are now strongly considering paying far more than we intended to for this trip and staying in this room for the rest of the week. All because Hershel made us feel like we really mattered to him. That he really cared to have our business. I can see now why this hotel is one of the highest rated in Atlanta. They deserve it. I have never posted a review here before, and I'm very tired (it's not almost 2 a.m.) but I was compelled to tell someone about this extraordinary tale of excellent customer service.
Thank you, Hershel, for making my night!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
It really seemed like your evening was not going well at all. You expected more from those big name hotels, especially one that you had stayed in before. And you were let down.
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So you drove to a hotel that you didn't expect much from and you got treated like royalty. Herschel Washington, the Night Auditor at Wingate by Wyndham Buckhead, one of the highest rated hotels in Atlanta, saw to it that you and your husband felt wanted and respected, not only as just guests but as human beings.
When you could have just written a letter to our corporate office, you took the tme (right after checking in) to let the world know about the kindness Hershel showed you. Although we could wish that other hotels could have representatives like Hershel, we are just thankful that we already do.
Thank you for taking a chance on us!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.