The Hyatt brand epitomises service standards and that is why I have given them 10
Consecutive years of 60 nights a year to become a lifetime globalist.

It takes a lot to build trust and loyalty but just need one incident to demolish that and that is what I experienced at the Hyatt Regency Salt Lake City.

I was invited for the Sundance festival and even though I am a lifetime globalist was put up at the Salt lake Marriott Downtown. One morning the hot water was not working in the hotel and as I was in a hurry decided to go to the Hyatt regency Salt Lake City to request them to allow me to use their fitness centre shower. I spoke to Jen Olivias the front office manager and asked if I could use the shower at the fitness center and she told me no, but could use a room and she would charge me a day rate. As I had no choice I used the room for exactly 29 mins for a quick shower and left and was charged for it. I then get a note from the assistant rooms director Leo Alvarez, who thanks me for my loyalty and welcomes me to the hotel. I however decide to write to the General manager, Pina Purpero, to give a feedback as service is when you go beyond the call of duty and if it is a loyal guest (lifetime globalist) she being management would get it, that this was a classic case of being short term and transactional with a guest and would perhaps rectify the issue, but no, I get a reply back from her acknowledged my email and apologising that I was not recognised and hope to see me in the future.

At the same time the General manager of the Salt Lake City marriott downtown, Josh Pepper wrote to me to apologise and went ahead and refunded the one night stay on the day of the incident. After this guess which hotel I would stay at again and where I would never stay, considering all the Hyatt considered in this case was revenue over loyalty.

This is one lifetime globalist that will never stay at the hyatt regency Slat lake city and this incident has also scared my belief in the Hyatt service standards. Very disappointed !

My family of 4 stayed for a night at this property and enjoyed our stay. As Globalists we were upgraded to a huge room with two queen beds plus a pull out sofa, so everyone slept comfortably. Room was well appointed and very clean. View from room was gorgeous. Water pressure in the shower was great. Staff helpful. Food in the lounge was convenient and high quality. One quibble is that we wish the lounge were open later -- it closed in the early evening, after we had checked in. Other lounges I've been to are open in the evening. Overall, though, it was a great property and would recommend.