Palau del Governador

To Hyatt Corporate Leadership, I am writing with considerable disappointment, frustration, and dissatisfaction regarding my recent experience at Dreams Curaçao Resort, Spa & Casino. As a Hyatt member, I expected a level of hospitality, comfort, quality, and accountability consistent with the Hyatt name and the substantial amount guests are investing in this experience. Unfortunately, there was a significant disconnect between the hospitality demonstrated by the resort’s employees and the overall condition, management, and quality of the property itself. First, I want to recognize the employees. The staff members we encountered were fantastic, incredibly well-mannered, welcoming, and genuinely pleasant. Their willingness to engage with guests, demonstrate kindness, and maintain positive attitudes despite the property’s shortcomings deserves recognition. They were among the highlights of our experience and should not be held responsible for shortcomings beyond their control. However, wonderful employees cannot indefinitely compensate for outdated facilities, inadequate room comfort, inconvenient amenities, insufficient guest support, insufficient coworkers/staff and what appears to be a lack of meaningful investment in the overall experience. Corporate leadership and property management must ultimately take responsibility for the physical product and service environment they are asking customers to purchase. Property Conditions and Corporate Accountability