I am a bit of a cranky pants as it goes with customer service. I have been known to complain about things both while I travel and not. Like why I hate Holiday Inns, or the weird experience my wife had at a Holiday Inn Express. And we’re not (always) talking about major things here – I know, I know… I should just let it go.
But, on the flip side, I do try to also recognize when hotels (or other people in the travel world) go above and beyond the call of duty.
(SEE ALSO: My Top 7 most memorable hotel customer service moments)
Our stay at the Hyatt Place Louisville Airport East
One of the things we do in our family is that my wife and I try to take each of our 6 kids out on a “long distance date” each year. She takes 3 and I take 3, and we try to stagger them throughout the year. Some examples of this from past years were my daughter and I heading to New York City (READ: 4 mistakes my Dad made in New York City – don’t let this happen to you!), my son and I going to Hoover Dam and the Grand Canyon or my other son and I hiking Guadalupe Peak in Texas.
This past weekend, my wife and my son went down to Louisville to go to a Toby Mac concert. They went down on Saturday afternoon and had a reservation for Saturday night at the Hyatt Place Louisville Airport East
Now, I should also point out that we “wasted” our Hyatt card anniversary free night at a Category 2 Hyatt Place. Please don’t hate me 🙂
(READ MORE: Where I wasted my 2 IHG free night certificates)
We could have stayed at the “fancier” Hyatt Regency Louisville but then we would have been charged for parking AND for breakfast (and probably gotten a smaller room)
[3 reasons “budget” hotels DESTROY “fancy” ones]
Then, disaster strikes
All was going well, until my son got violently ill at the concert itself, to the point of having to leave the concert early. Then, as they were driving back to the hotel, my son had to throw up (again). My wife pulled over on the highway but by the time they were able to stop, he didn’t quite make it all the way out of the car. He got most of it out, but there was still some on the car door (ick)
Hyatt to the rescue with great customer service
So after getting back to the hotel and getting my son in bed, my wife went to work cleaning up. Thankfully (?!?!?), this is far from the first time someone has thrown up in our car, so this is not a new experience for us. We actually keep grocery bags in the glove compartment of our other car for just this reason, and on our Disney trip last year, we had someone throw up in the car and we didn’t even stop the car.
You people with no kids are all grossed out but you parents know what I’m talking about 🙂
Carolyn went down to the front desk to ask for some paper towels and cleaning supplies to clean out the car but the workers there would have none of it. She said that there were 2-3 people there at the front desk and one of them was in a suit and appeared to be the manager. Carolyn said she had no problem doing it – just needed supplies, but the man in the suit insisted that he would take care of it and sure enough, he did. He rolled up his sleeves (literally!), got some gloves, towels and cleaner, and cleaned out our car!
So kudos to the staff at the Hyatt Place Louisville Airport East for some amazing customer service!
Readers – do you have a story that shows amazing customer service? Leave it in the comments!
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Dan Miller travels with his wife and 6 (SIX!) children. He loves to help families travel for free / cheap, especially larger families. If you are looking for help, drop him an email at 
Now THAT is real customer service. Not to mention a stellar manager who is willing to lead his team by example.
Wow, that is way above and beyond. I can’t say I would have done the same if I were in the hotel manager’s shoes.
Yeah – I don’t think my wife was expecting him to (I wasn’t personally there) – she just wanted the supplies to do it herself. According to her, they insisted
Tacky way to get hits
Not just tacky, but when I see a silly title I always know it’s Dan, not his other writers. This was pointless and low class in my opinion.
He is a previous Trump family apologist also, sadly.
Don’t worry Dan… I’m done here.
I don’t see the problem here.
The title is “Thanks Hyatt for cleaning the vomit out of my car”. And the post is about… a Hyatt manager cleaning up his kid’s vomit.
Yeah I know – I didn’t get it either….
Wow-that’s fantastic. I would be posting on every review site, emailing Hyatt, doing whatever I could to make sure they got kudos. I hope you are.
I hope you give the hotel all 10s on the guest service survey. Did you know that giving an 8 is the same as giving a 0? That’s how brands decipher who to kick out of their program.
Dan, have you ever done a post on finding J award seats for the big family? We aren’t as big as yours, but finding 5 award seats in J on long hauls/international flights is challenging.
I have 5 people in the family as well, so I know well about your pain. My suggestion would be to look leg-to-leg, nonstop routes then somehow piece them together. Often the challenge rests on crossing the oceans. I use Wikipedia a lot to figure out which airlines operate what nonstop routes from which airports. (google “wiki (airport code) airport”).