Terrible Service
I was booked to stay in Hyatt Place, San Antonio airport for one night on March 15, 2012. I wanted to write to you about the bitter experience I had with your hotel staff. I called for a hotel shuttle pickup from the airport and was waiting for close to an hour for the shuttle. The hotel manager checked with me one time in between to tell me that the hotel was not forgetting about me and the shuttle would be there soon enough. After 15 or 20 minutes, I called the hotel myself and was told that the shuttle was on its way and would be there in couple of minutes. When the shuttle finally showed up 15 minutes after the second call, it was at 9.25 PM in the evening. I expressed my displeasure with the shuttle driver, who was very apologetic and said she was away in another corner of the town when she received this pick up call. I decided to let that go. She wanted to help me and proactively took upon herself to make an entry in the log book when we reached the hotel for my next scheduled shuttle need for the following morning at 5.45 AM.
I didn't even bring up the shuttle episode when I checked in at the hotel. They gave me the keys for room number 214. When I tried opening the door, I had to try several times since the key was not working. Then a voice from inside the room asked what was going on. When I started explaining that I was given this room and was trying to open the door, it hit me that the person inside already was the occupant of room 214. I apologized myself and came back down to the lobby to ask about this. The female supervisor didn't quite grasp what I was saying and started explaining that I was supposed to open the door by twisting the door know upwards not downwards on that particular room 214. I started explaining what was going on, with slightly raised voice. She immediately latched on to my raised voice and started accusing me that I was yelling (although I was not) and she would call the cops if I didn't keep my voice down. Then I lowered my voice and explained that there already was somebody else in room 214. To that she asked me whether I wanted to stay in the hotel or not. Although, I was taken aback little bit, I agreed to stay since I didn't want to go looking for another hotel for a single night stay. I had an early morning flight to catch the following morning. She called her manager and started explaining what was going on while keeping me waited for my next key. After explaining everything that went on so far, she put the phone on hold and asked me again if I wanted to stay. I said yes. She gave me the room key for 314. I asked if I could talk to a manager, to which she said she was talking to the manager and would transfer the call to my room. She again explained something about opening the door handle upwards and not downwards and sent a service guy with me to open the door to 314. On the way to the room, the service guy asked what happened. When I explained the whole episode quickly he apologized and offered free dinner for the night if I wanted. I thanked him and politely turned down the dinner offer. What was interesting to me, was that the girls in the front desk never once apologized to me for the late shuttle or the room number mix-up.
After I settled in my room, the phone rang and the manager was on the line. I explained everything to him and he apologized several times and offered he would look into it further in the morning and offered he would like to take care of me when I stayed in San Antonio next time. After 15 or 20 minutes after talking to the manager, door bell rang and I opened the door. I saw 3 cops outside asking me to pack my bags and leave the hotel. I asked what was going on. One cop said, the front desk girl talked to the General Manager (Terry Stout?) and per her decision, cops were called to evict me from the hotel. I was walked out of the hotel by the cops to a waiting taxi with my bags and was given a receipt that nothing was charged to my card. 
Another funny thing was, there was a third lobby women (all with same uniforms), who walked up to the cops and invited them to come for a free breakfast the following morning. The cops acceptingly and sheepishly smiled at her. 
I have travelled all over the world and have never ever experienced anything like this. I work for Caterpillar with a decent job and this was humiliating for me to be able walk out with a cop. I had to run around to 4/5 hotels that night to try to get another room because it was a busy spring break week.
I would have expected much more customer service from a brand like Hyatt.