Is Hyatt Customer-Centric or Environment-Centric?


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“As part of Hyatt’s commitment to conserve the environment, we will change bed linens and towels as necessary or upon request.

If you wish to have your linens and towels replaced daily, please contact the hotel operator.”

This is the message I read when I entered the bathroom of Room 416, Hyatt Harborside, Boston.

My immediate reaction after reading this message was “what is this?”

I’ve been to many different hotels in China, but none would have me request to change bed linens and towels daily. They will just have them changed unless I request not to, which is unlikely.

When I stay in a hotel whether it’s for leisure or business, I expect a pair of slippers, shower gel, toothbrush, toothpaste… just like I’m at home. But all these little things simply are not available in the hotel I am currently staying. I hope I am not asking too much because I strongly believe that every hotel should make their guests at home, and better yet, exceed the guests’ expectations by providing everything not available at their home in the guest’s hotel room. This is definitely not too much to ask, because this is what a customer-centric company should do.

But then, am I contradicting myself here? If I’m at home, I don’t need to have my bed linens and towels changed daily…


Why I don’t need that? Because that’s really my home. The bed linens and towels are my belongings. They are clean. As simple as that.

While I agree that we should save the earth, it does not necessarily mean that I have to accept Hyatt’s way of treating the customers, in particular, me.

Saving the Earth is important, but should Hyatt give customers at least a choice to live their lives their way, especially when they are not at home?

I hope I am not being unreasonable simply because I expect to get what I expect. After all, I am a customer here, ain’t I?

Daryl Choy
Daryl Choy has worked with companies of various sizes, from multinational corporations to small and medium enterprises in a wide variety of industries. His responsibilities have ranged from sales and marketing to system development and human resources.


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