The HYATT Brand in Montego Bay is tarnished.
Before the pandemic and opening of my restaurant, I was an avid traveler. Four years later, I received both vaccination shots and was ready to “hit the airways”.
It took approximately three calls, more than two hours each time (not including when the phone disconnected), to finally speak to someone at JetBlue Vacation. I was agitated but not deterred by the long wait; I needed to get away. I dreamed of the blue water with crashing waves and beautiful beaches at Montego Bay.
I booked a Junior suite at the Hyatt Zilara. For me, the Hyatt brand symbolizes quality service and good food. My package included butler service with premier liquors, seven restaurants, one 30 minutes complimentary massage, candlelight beach lobster and champagne dinner, and pickup service to and from the airport. HOORAY!
Three days before traveling, I took the PCR test and completed Jamaica’s travel Authorization Form.
“D Day” was finally here. I was seeking total relaxation. So, I left my cell phone and laptop at home. Before I left for Montego Bay, I called customer service at the Hyatt in Jamaica to confirm that there was a Business Center that had computers. That way, I could “check-in” with my office at my convenience.
The plane was full to capacity which was scarry for me. I was aware that “breakthrough” Covid cases had occurred for folks that had both vaccinations. So, I did not eat any snacks provided by JetBlue because the plane was too crowded. Thank God it was a short flight from NYC to Jamaica.
Off the plane, I headed to the immigration check point. Although, there were several signs regarding social distancing requirements, “forget about it”. Due to the inaptitude of Jamaica’s Immigration Authority, social distancing could not happen.
Imagine that there are two rows of automatic immigration check-in machines. Each row contains at least 10 check-in machines. Each row is separated by approximately eight feet. Immigration workers direct you to use one of the check-in machines. After you complete your initial registration, you are directed to stand in a line between the two rows of the check-in machines to wait for an Immigration Officer to complete processing. Now, you are standing about one foot from the next person. If I could hold by breath for the 30 minutes or so to complete processing, I would. Unbelievable and scary.
Next, I waited for my luggage – one bag. No social distancing in baggage claim. Made it through that. Now, I’m looking for someone holding a JetBlue sign. Per my vacation package, there would be someone waiting for me with a sign. It was called “meet and greet.” NOT! No one was there. So, I walked to a Hyatt kiosk and was informed that I needed to complete a form and pay $29. I informed the worker that my transportation to Hyatt was prepaid as a part of my vacation package. I was directed to stand outside the kiosk to wait (no seats) for a JetBlue representative. About 20 minutes later, I was in a car with another passenger. The other passenger was dropped off at another hotel and I finally arrived at the Hyatt.
Ok, it was messy. But I arrived at the Hyatt. I requested that my butler take my bags to my room because I was going directly to the nearest restaurant on Hyatt’s property. I was starving.
I sat down and saw the blue water and heard the crashing waves. Finally, I will start relaxing. Or so I thought.
I ordered champagne with my lunch. The waiter tried to “pass off” sparkling wine as champagne. Two managers later, I was handed a menu and asked to choose any champagne that I desired. Really? I asked – any champagne? I saw Dom Perignon on the menu. What the Hell, Dom it is. I had a couple of sips and it did not taste like Dom. I am not an expert but I did not believe it was Dom. So, I asked to see the bottle and of course, it was not Dom. Deception!
I met my butler. She was very nice. We discussed perks of my package including scheduled champagne and lobster dinner on the beach for that night, scheduled massages, premiere liquors, and set up at the beach.
Let’s discuss what was supposed to be perks, one at a time. Always keep in mind, I am at the HYATT.
The setting for dinner at the beach was beautiful. The lobster was delicious but there was no champagne. I asked for champagne and the waiter and two managers attempted to “pass off” sparkling wine as champagne (again). Also, I was told that there would be a bill for the sparkling wine. Of course, I did not pay.
The massages were divine. Every day, I paid for a massage.
Premiere liquors – NOT! In my room, there was one pint of Skyy, one pint of Jamaican rum, four bottles of water and four cokes. Deception! After several complaints to management, I was provided one bottle of Moet each day during my stay. So, that’s two glasses each, for my companion and me.
Setting up at the beach was another issue. Initially, I was told that butlers were not allowed on the beach. What I needed to do was to find a spot on the beach and then notify the butler. Then the butler would bring water. RIDICULOUS! I complained and the management reversed that protocol.
You may recall that I left my cell phone and laptop home. While in New York, I called the Hyatt in Jamaica. I was told that there was a business center with computers and WI-FI. This was great for me because I could check-in with my office for 15 – 30 minutes per day.
The business center consists of a broom closet (only one person could fit) with poor lighting and no air conditioning. Frequently, the only computer and printer in the “broom closet” did not work. I walked across the lobby to customer service where they contacted IT. IT arrived approximately 30 minutes later. This daily exercise was not productive.
To enjoy my four-day, five nights vacation at Hyatt Jamaica, I really needed to lower my expectations while informing management of its inadequate service. “Believe it or not”, there is more.
Let’s talk about food at the restaurants. Two out of the seven restaurants served good food. Lamb and salmon at Petit Pariz (French cuisine) restaurant were excellent. The buffet at Choicez Restaurant was good. The food at the other restaurant were mediocre “at best”.
Room service was a fiasco. One morning, the order was incomplete. On the last day, four orders for another room were delivered to my room.
It does not get better. For my last morning at the Hyatt, I arranged with my butler a wakeup call at 6:00 am, bag pickup at 6:30 am, and transport to the airport. NONE OF THIS HAPPENED.
The Hyatt brand is tarnished in Jamaica.
Valerie