If you don't ask, you don't get
Two words, actually 1 full name - Karl Ritenburg. He saved it. I was part of a large conference for 4 nights. We were subjected to full rate premiums on a small room. I extended my stay 1 extra night and did not want to move to another hotel to save a few bucks. I was comfortable here and wanted to stay. Karl made that happen and he made it happen on the spot. That's what I love about the Hyatt. They empower the right people to make the right decisions at the right time. Because of this act, I stayed another night, tipped housekeeping well, ate at the local pub and spent the equivalent of a full night's stay regardless. But, the moral of the story is, he made me a Hyatt customer for life. That's why I keep coming back. It can simply be one person's act of generosity, the simple act of placing my toothbrush on a towel, or completely cleaning my room when all I asked for was another pillow. I will be back and yes Karl, I will be looking to thank you in person.