To Whom It May Concern:
For the past three or four years, I have been staying at the Hyatt Place in Itasca every time I visit my grandma in Elk Grove, Illinois. Other than the continental breakfast being a little on the gross side, I have never had a problem. Usually the staff is bright and cheery and helpful, but not this time. My most recent experience there was so mind blowingly appalling that not only am I permanently ending my relationship with the entire Hyatt Corporation, I am also currently reaching out to lawyers and actively seeking legal counsel.
In May, my mother and I drove down from Florida to visit my Grandma over Mothers Day. We were booked for five nights, then had to stay a sixth due an unexpected injury I am about to describe. On the evening of May 15th, I was carrying my grandma’s Mothers Day flowers to the car when I tripped on a crack in your driveway. I fell forward onto the pavement, shattering the glass vase and embedding five or six chunks of glass into my left hand. Without thinking, my mother pulled the biggest chunk out, causing blood to immediately start gushing uncontrollably from my hand.
Woozy and lightheaded from rapid blood loss, I managed to stumble over to the doorway while my mother ran inside to get help. She was told someone would be out shortly to tend to me and about eight minutes later, someone did finally show up . . . with a broom.
(like the GLASS was the real emergency, not the paying guest bleeding everywhere)
During this time, my hand was quickly and repeatedly filling up and I had to continue dumping handfuls of my own blood into the bushes; I must say, more concern for me was shown by other guests and a nearby limo driver than was ever displayed by your staff. Eventually the girl behind the front desk showed up to hand me ONE paper towel . . . and a can of bactine!?!
She asked me in the voice of an uncertain child, “What am *I* supposed to do? I don’t know what you want ME to do!!!! Do you think it might help if *I* called 911?”
Wow. Considering how much blood I was losing, that seemed a reasonable solution.
Incidentally I had sat at the bar and talked to this same girl on TWO of the previous nights, but she was not showing even the faintest hint of recognition- it was plain odd. Weird. Then if you can believe it, my mother actually had to remind her to fill out an accident report. “Oh, yeah . . .” she said nervously. “We probably should. Does anybody know *how* to do that?”
There was a limo driver standing in the driveway, watching this whole circus. He advised me to take down his name and number in case I needed him to act as witness to the accident and the haphazard display of your staff. Soon a male employee showed up with a clipboard and to “take down” my whole ordeal; he was very clearly uncomfortable and showing zero concern for my well being or safety. A few moments later, an ambulance pulled up and he actually asked me to finish up with him before getting help from the EMTs! “Hold on, Miss Sloan. I just have two more questions, before you go. Just stand here losing more blood.” He then refused to provide me with the names of everyone involved and this was my last interaction with ANY member of your staff. The very last.
I was rushed to Elmhurst Emergency Clinic, where I was promptly cleaned up and stitched shut after the rest of the glass was removed. A few xrays and ten stitches later, I was bandaged and returned to the hotel, my arm in a sling~ the staff had not changed, but no one even looked at me, let alone said anything. Not “how are you”, not “how are you feeling”, not “We’re sorry”- NOTHING. Not a word was said about it for the rest of our stay, not one single thing.
Because of this little hiccup, we missed out on our dinner plans, then we had to stay an extra night at your hotel and not even that was comped! Not even that.
(Oh, good! More money for your untrained, unwelcoming staff. I sure felt the Hyatt touch there, let me tell you!)
Had this been a full Hyatt and not a little hole in the wall in Itasca, Illinois, at least one night of our stay would have been comped, if not the whole visit. My health and safety would have been checked up on and inquired after, then I would have received something at least resembling an apology. My grandma’s flowers would have most likely have been replaced as well.
Thanks for letting us make it up to you, Brianne. You’re more than welcome
Hyatt is a global giant, a Fortune 500 company with fifty thousand employees; out of all those employees, not a single one could manage an apology? Not ONE!?! That crack in the drive is your responsibility and you should own it~ all I can say is it was a good thing it was ME that tripped over it and not my 61 year old mother. Not my 93 year old Grandma.
Now almost a month later, my stitches have been removed and the wounds are fading, though I will probably always have limited mobility in my left hand. The solid black bruise covering my entire left breast has almost completely cleared up, but even now, I’ve not been been contacted, checked up on, nor apologized to.
This entire fiasco was a nightmare and for ME, it was especially humiliating. My family and I spent thousands and thousands of dollars on this trip and we definitely paid for a warm, welcoming, pleasant hotel stay. I realize this whole experience was harrowing and disagreeable for your inept, disorderly, untrained staff, but it was just another night at work for them:
*I* was on vacation.
Now that I’ve said all this, you may contact me by phone or email if you would like to try and make this right. If not, I will be terminating my relationship with the Hyatt Corporation, effective immediately and the same goes for all my friends and family, plus anyone else who will listen. Meanwhile I sincerely hope you treat all your future guests far, far better than you treated me and in closing I have one small request:
Please, please, PLEASE brief your employees on how to conduct themselves when faced with an emergency; there’s lots of “DON’T TOUCH THE BLOOD!‘ and “IT ONLY TAKES A SECOND!” training videos out there; surely a little training goes a long way!
Oh. And fix that crack in your drive.