Hyatt白板会员，昨天入住深圳南山科技园UrCove，刚一到达我的楼层就听见两位工作人员特别大声地一边整理房间一边说“两个大男人住个大床房”一边笑，后来另外一个人甚至说“现在什么变态都有”。
气得我差点当面与之理论。
到现在想起来还是非常生气。
不知道各位家人们是否知道如何向集团投诉这件事情，能引起重视。
Update：投诉已发，但是他们这个500字符数限制极大影响了我的发挥 
算了本来英语也不够好，写短一点或许还是好事。
Update: 我上述的表达有一些歧义。他们是在讨论（他们在整理的那个房间的）之前的房客。我知道他们讨论的不是我（因为我是一个人入住），此处是我没有表达清楚，造成误解很抱歉。
Update: 鉴于提交的feedback迟迟没有回复，已经向Hyatt的Consumer Affairs发出投诉邮件，并抄送给了CEO、和两位VP（其中一位分管DEI）。以下投诉邮件全文：
To Whom It May Concern,
I am writing to express my severe displeasure and indignation towards an incident that happened during my recent stay at UrCove Shenzhen Nanshan Science and Technology Park. The incident involved the use of discriminatory language by hotel staff members, which I found shocking and intolerable, especially considering Hyatt’s commitment to diversity, equity, and inclusion.
When I checked into the hotel and was heading to my room on the 30th floor, I overheard two members of your cleaning staff engaging in an unprofessional and highly offensive conversation. Their mockery such as "Two grown men in a king-sized room” (“两个大男人住个大床房”) and "There are all kinds of perverts these days” (“现在什么变态都有”) was publicly made in a loud manner, directed towards the guests who had just checked out from the room they were cleaning. I was appalled by the audacity of these statements, which were made during working hours in the workplace, an area that is frequently visited by guests.
As a loyal customer of another major hotel group, I recently decided to try Hyatt due to its reputation for excellent service and commitment to providing a comfortable home away from home. Despite my high expectations, I had a distressing and unwelcoming experience at a Hyatt establishment that I never could have anticipated.
As a member of the LGBTQ community and a volunteer with a Chinese NGO promoting affirmative action and LGBTQ rights, I am aware of the challenges we face in a society that can be conservative and hostile. Nevertheless, I was shocked to experience blatant discrimination within a Hyatt hotel, a group that publicly commits to diversity, equity, and inclusion.
I am not seeking any form of compensation from Hyatt. However, I feel it is my duty to bring this incident to your attention, not only for my own peace of mind, but also to prevent it from happening to others. This experience has left a permanent and irreparable negative impression on me.
I urge you to take prompt and decisive action to ensure that all your employees, at every hotel, abide by the principles outlined in your Diversity, Equity & Inclusion Commitment. This should involve avoiding any discriminatory remarks against any social group while on duty. I believe this is the minimum expected from a company that claims to adhere to these values.
I anticipate your response on the actions you intend to take to address this critical matter.
Sincerely,
（邮件中涉及个人隐私的信息如姓名、预定确认号等已删除）
有意思的是，再发邮件的过程中我发现潭友 @Ryan 发现的Hyatt的DEI承诺：
已经404无法访问了。虽然不知道是不是巧合，但大概也透露出Hyatt的一种态度吧 
。
静待Hyatt的回复了。
Update: 这个网页已经被move到了：
我邮件里用的那个URL还是老的404 ，不过应该无所谓吧。
当天Director of Global Customer Care就给我回复邮件了，应该是我cc的某位C-level的管理层要求他回复的。以下邮件全文（隐私信息已略去）：
I am reaching out to you on behalf of our executive leadership team at Hyatt Hotels. As the Global Director of Customer Care, it is my responsibility to address any service failures or negative experiences at our hotels.
First and foremost, I sincerely apologize that you were subjected to hearing such a shocking and offensive conversation between two employees at the Ur Cove Shenzhen Nanshan Science & Technology Park. This behavior is completely unacceptable and it will not be tolerated. Please know that are top executives in China have been advised of your experiences and they are working with the hotel management and ownership of UrCove to address this matter now.
At Hyatt, we are dedicated to creating an inclusive culture for our colleagues, guests, and communities. In fact, Hyatt has been supporting our LGBTQ colleagues, guests, and the larger community for years. We have been embracing diversity and supporting inclusion which has led to us attracting a remarkable workforce of very talented people who, because of their differences, help us connect with each other as human beings in a powerful way. Our dedication to supporting diversity, equity and inclusion is also a focus in the training we provide to our colleagues. As a part of our dedication to advancing DE&I, it is important for us to recognize when we have not lived up to our own expectations and then hold ourselves urgently accountable to do better. We are thankful you brought this terrible experience to our attention so that we could take immediate action.
I know you stated you are not seeking any form of compensation, but I would like to extend to you a complimentary 2-night stay at any hotel Worldwide. My hope is that you will see that at Hyatt we value the differences in people and that is what makes us better.
If you would like to give us another chance, we would love to welcome you to one of our hotels.
邮件提及凯悦中国的最高管理者正在会同UrCove的管理团队和业主处理这件事情。我认为Hyatt的回复速度很快、态度也不错。我的回信如下：
I greatly appreciate you responding to my feedback. It is reassuring to know that Hyatt Hotels holds its service quality to the highest standards and takes such incidents seriously.
I fully understand that in a relatively conservative society like China, it is a challenge to ensure that Hyatt’s DE&I policy is strictly implemented by each and every employee. Therefore, I’m more concerned about the following questions
- whether employees at Hyatt hotels in China receive the same DE&I training as employees at Hyatt hotels anywhere else in the world;
- whether the DE&I training received by employees at Hyatt’s hotels in China explicitly informs them that it is unacceptable to make discriminatory remarks against any social group - particularly the LGBTQ community, given the lack of social visibility of the LGBTQ community in China;
- what does Hyatt plan to do in China to further improve the situation and prevent other customers from experiencing something as bad as I did, and I would like to be informed of your specific plans for improvement;
- if the hotel management and owners of UrCove can find specific information about these two employees, I personally hope that the hotel does not overly punish these two employees; their comments were certainly unacceptable and intolerable, but neither of them probably realized that they were hurting a lot of people by saying that, or that the LGBTQ community are equal human beings just like them. That’s why it’s so important to train them and make sure they really understand Hyatt’s DE&I values.
I hope you will keep me informed no matter how long the follow up process on this takes, especially on the four issues mentioned above.
Regarding your proposed compensation, if you think I should give Hyatt another chance, I’ll consider using your proposed 2-night complimentary stay for another try.
Your prompt response reaffirms my belief in Hyatt’s commitment to diversity, equity and inclusion. I look forward to hearing how you can do better in the practice of DE&I.
Sincerely,
我的回信主要申明我的四个主旨：
- 中国的凯悦集团旗下酒店的员工是否接受了与世界上任何其他地方的凯悦集团旗下酒店的员工一样的DE&I培训；
- 在中国的凯悦集团旗下酒店的员工接受的DE&I培训中，是否明确告知了针对任意社会群体（尤其是LGBTQ社群，鉴于LGBTQ社群在中国的社会能见度严重缺失）发表歧视性言论都是不可接受的；
- 中国区的凯悦集团计划如何进一步改善现状，避免其他顾客经历与我一样糟糕的事，我希望能获知你们的具体改善方案；
- 如果你们能找到这两位员工的具体信息的话，我个人希望酒店不要针对这两位员工个人施加过度的惩罚，他们的言论当然不可接受、不可容忍，但他们或许都没有意识到自己这样说话会伤害很多人，也没有意识到LGBTQ群体与他们一样都是平等的人。正因如此，像他们普及并让他们真正理解Hyatt的DE&I价值才显得尤为重要。
期待收到Hyatt的进一步回复。
于北京时间今天晚上10:23收到了UrCove的回复，发自一个 @urcove-hotels.com 的邮箱，并抄送给了多个邮箱，全文如下（个人隐私信息，包括该GM的个人手机号码已隐去）：
Dear Mr. [Last Name],
Thank you for writing the subject case to us and expressing your concern. UrCove Hotels has no intention and disagree to discriminate anyone with any Sexual Orientation. The case has already been seriously looked into and followed up early this morning. In order to ensure all kinds of inappropriate remarks especially on Sexual Orientation not happening in the future, the case had also shared to the Hotel Management team and all staff members and we have reiterate that no inappropriate remarks to be made about Guests. Hereafter, staff training will also be enhanced accordingly.
Should you require further information and assistance, please feel free to let me know. I could be reached at [phone number]. We look forward to welcoming you back to UrCove by HYATT in the near future.
Best Regards
Update: 回复了UrCove的邮件，全文如下：
Dear [Full Name],
Thank you for your prompt response and for addressing the issue of discriminatory remarks about the sexual orientation of guests at an UrCove hotel. I appreciate your assurance that the hotel does not condone such behavior and that steps are being taken to prevent further instances of this nature.
Earlier today, I shared with the Hyatt Group four specific concerns I had, one of which is relevant to you, and I wanted to share it with you here:
- if the hotel management and owners of UrCove can find specific information about these two employees, I personally hope that the hotel does not overly punish these two employees; their comments were certainly unacceptable and intolerable, but neither of them probably realized that they were hurting a lot of people by saying that, or that the LGBTQ community are equal human beings just like them. That’s why it’s so important to train them and make sure they really understand Hyatt’s DE&I values.
I sincerely hope that you will take this into consideration and improve diversity, equity and inclusion training for your employees, rather than simply punishing them.
I look forward to seeing your service improve.
Sincerely,
震惊，Hyatt居然周末也要加班，今天又回我邮件了：
Dear [Full Name],
Thank you for your reply. We sincerely appreciate all feedback and we do continually strive to hold all of our hotels to the highest standards.
To address your questions, I have asked Mr. [Full Name] the Senior Vice President of Human Resources in ASPAC to contact you. He will be able to discuss the details.
regarding China’s DE&I training initiatives in ASPAC overall and Greater China.
When you are ready to book your 2 nights, please reach out to me so that I can assist.
Best regards,
邮件提到将有亚太地区负责人力资源的高级副总裁来回答我有关于DE&I培训的问题。也提到使用2FN需要直接联系他，那我应该是不会去用了哈哈哈，还要经过这位总监去订也太尴尬了吧。
Hyatt亚太区HR SVP时隔一周后终于给我发来了邮件，并邀请我与他们进行电话会议/视频会议以向我介绍亚太地区的Diversity, Equity, and Inclusion (DEI) initiatives。以下是隐去个人信息的邮件全文：
Dear Mr. [Full Name],
I hope this email finds you well. I am [Full Name], the HR SVP for the APAC region at Hyatt. I wanted to reach out to you following an exchange with our leadership team last week. It was brought to my attention that you had an experience with us that left you feeling disappointed, and for that, I would like to extend my sincerest apologies.
I would be grateful for the opportunity to connect with you and share information about our Diversity, Equity, and Inclusion (DEI) initiatives in China. Therefore, I would like to invite you to a call or video call at a time that is convenient for you. Please let me know your availability within the coming week, and I will ensure that our conversation is scheduled accordingly. I genuinely appreciate your willingness to engage in a conversation.
Thank you for your time, and I look forward to hearing from you soon.
Warm regards,
因为下周一整周我基本都在国际旅行+忙各种相关的事情，实在无法确定一个具体的可以meeting的时间，所以最后做了如下回复：
Dear [Full Name],
Thank you for your response. I wish to inform you that I will be traveling internationally for the most part of next week, due to which I am unable to provide an exact schedule for further phone call or video meeting right now.
Considering this, I was hoping you could address via emails the three key issues I mentioned in my previous correspondence with Hope McCain first. These concerns are specific to the operations of Hyatt APAC and addressing them via emails could potentially simplify our exchange.
The concerns are as follows:
- Does the DE&I training provided to employees at Hyatt hotels in China mirror the training offered to colleagues in other parts of the world?
- Does the DE&I training specifically cover guidelines that making discriminatory comments against any social group, especially the LGBTQ community, is unacceptable? This is particularly crucial due to the relative lack of visibility for the LGBTQ community in China.
- What are Hyatt’s plans to improve the situation in China to prevent other guests from experiencing unpleasant instances, such as the one I encountered? I would appreciate specific details of how the situation is being addressed.
I look forward to your response.
Kind regards,
【10/22/2025 更新】
根据 逸扉到店发现酒店停业（无有效的提前通知），怎么撕？ 消息，该UrCove酒店已停业，疑似倒闭 .
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