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I checked into the Grand Hyatt in Washington, D.C., earlier this week. Or, more accurately, I attempted to check in. There was a long line at the desk but no line for elite check-in. However, there was nobody working elite check-in either.
I shouldn’t have been in a rush to get assistance because I learned that my room wasn’t ready. Check-in time is 4 p.m., and it was already 6 p.m. I was dealing with a trainee who brought over a manager. The manager explained that the guest before me had a late check-out. While late check-outs might extend until 1 p.m., 2 p.m., or even 4 p.m., it was already two hours past the standard check-in time.
I suggested an upgrade to a specialty suite since it was only a one-night stay. The manager responded, “I will credit your account 20,000 points,” and walked away, leaving me with the trainee.
