Response from the owner - a week ago
Dear Mr. Kumar,
Greetings from Hyatt Regency Kolkata!
Thank you very much for your recent stay and for taking the time share your feedback. Guest feedback remains the most important tool for us to measure our services and we always find it helpful when we hear back from our guests.
Mr. Kumar, please accept my sincere apologies with regards to the inconvenience faced by you during your stay. The day you were scheduled to arrive, the hotel was booked to capacity, hence could not assist you with your confirmed and preferred room type. I completely understand and agree that when you have been confirmed a room type there should be no reason for not being able to assign a room as confirmed. I can see there is a training need here with the team wherein they should handle such situations proactively, hence I once again apologise and assure you that the matter has been taken up very strongly with the team to avoid such shortfalls in service. I have also shared your feedback with my Food and beverage team and apologise for the wait at the restaurant.
Mr. Kumar, I once again apologise for the inconvenience caused on your last visit and assure you that it was an aberration and not the experience we want our guests to have. I would very much appreciate if you may contact me directly the next time you are planning a visit to Kolkata so that I can personally handle your reservation requirements and preferences. I thank you once again for your recent stay and remain at your disposal at any time for any queries and look forward to personally welcoming you back with us in the near future.
HYATT REGENCY KOLKATA