ckk+@andrew.cmu.edu.UUCP (05/27/87)
We've had a little trouble already with the Reservations desk of the Hyatt Regency and I wonder if anyone else is also having problems. Three of us here at Carnegie-Mellon University made reservations at the Hyatt Regency Phoenix long ago, through the Phoenix Visitors Bureau. We have to pay for the rooms with checks made out by our department, instead of holding the reservations with credit cards, because of local red tape. The Hyatt was supposed to send us confirmation notices, and we were supposed to respond with our checks. We did get confirmations from the Visitors Bureau but we never got any mail from the Hyatt. Finally today we got nervous enough to call and find out what went wrong. The Hyatt claims that they mailed us confirmations at the end of April. None of us received these. The address they have for us is the correct one, so they probably never even sent them. The Hyatt reservations desk was curt and cold and unhelpful over the phone - they couldn't even find my name for a few minutes, even though it was there and was spelled correctly in their records. They claimed that they had no confirmation numbers to give me. They told me I'd have to call the Visitors Bureau. I called the Visitors Bureau - they told me to call the Hyatt. Finally I convinced the Visitors Bureau person to call the Hyatt for me and she managed to get the Hyatt to tell her what my confirmation number is. All three of us had to go through this, one by one. I'm sure we'll be OK, our department is going to mail our checks to hold our rooms, but this is not a good first impression of the Hyatt Regency Phoenix's reservation system. We already had a bad reservation experience at the recent Usenix Large Installation System Administrator's Workshop in Philadelphia at the Palace Hotel - they screwed up the registration of a few people, lost my reservation even though I had a confirmation number, had me down arriving on the wrong night, had to shuttle us around between rooms, wouldn't take someone else's valid credit card, and were extremely disorganized (trouble with their computers!), so we're kind of hoping for things to work better in Phoenix.