A very disturbing situation took place at the Tulsa Hyatt Regency Hotel a few days ago. I was visiting my mom in Oklahoma when a big storm blew part of the roof off their house. We needed to find a place to stay until the damage was repaired and my dad (who is currently based in California) booked a room for us at the Hyatt Regency in Tulsa. We didn't know how many days we would need there, so he was booking one night at a time. We had already been there two nights and extended for a third night on the day that the following events occurred.
On the third day, in the morning, my dad booked the room again. He confirmed with us that we had an additional night there. My mom went to the house to meet with contractors so I was in the hotel room alone. I may have usually gone with her, but I had a Zoom meeting scheduled with my regional boss. I was near the end of our meeting when I received a call on the hotel telephone. I answered and was asked what my name was and said Graham Patterson. I was told I wasn't listed on the room, and I said, ohhh, then it is probably my Dad or Mom, both of whose last names are Patterson. The guy on the phone, who I would later discover was Brian, told me that I needed to come down immediately because I was not allowed to be in the hotel. I told him we had been guests for two nights already, and that I just needed to finish a 5-10 minute call with my boss and would then come down to figure it out. He said if I didn't come down immediately he would send security to bring me down. I was kind of in shock but said OK, and got back on the Zoom call in order to wrap it up. Before I knew it there was a knock on the door and it was a security guard who said I needed to leave the room and come with him immediately. I told him I was on the phone with my work, but he said I needed to go right away. I quickly said goodbye to my boss and started recording what was happening because this all seemed so insane and unnecessary.
I followed the security guard down to the registration desk and on the way asked his name, which he refused to provide. When we got to the registration desk, Brian saw that I was recording and said that if I didn't stop he would call the cops and report that I was trespassing. As an aside, I would also like to note that he wasn't wearing a mask - but that is the least of my worries. He picked up the phone and dialed, at which point I said, ok, I will stop filming. I stopped filming and put my phone down, but he stayed on the phone and I told him again that I had stopped recording, which is what he asked me to do, and he said he didn't care that I was still trespassing. I repeated that I had been a guest for two nights and that the reservation was in my parent's name, and that they could easily be contacted to figure it out and he said he didn't care and stayed on the phone. I said I would be reporting this to the Hyatt Corporate and he finally put the phone down and said he had to help another person and I needed to wait.
I was waiting for a few minutes, during which time I discreetly began recording audio. At some point a woman who was at the front desk said she could help me. I was explaining to her what happened and said that I would be reporting Brian to Hyatt Corporate because he acted so unprofessionally at which point he said "I could give a $%^#" - all of this is on the recording. I questioned whether that was considered good customer service and asked him to repeat what he said, at which point he flipped me off while smiling and walking backwards to a back room. I called my dad three times and he didn't pick up. I explained again that he was in California and probably at work still. I called my mom and she answered. I explained what had happened, and eventually the woman who was helping (Caroline) asked the security guard to escort me back to the room. My dad was eventually contacted and verified that I was staying there.
All of this was shocking and horrible, but perhaps more shocking is that when my mom contacted Hyatt Corporate to report this, they said someone would reach out to take care of the situation. Three days and several more times of reaching out about this - they still haven't addressed this and Brian is still working at the front desk. The guy who call cops on guests, says he could give a $%^^ about their concerns, and who flips them off. What!?!?! read more