Mario B.
Google
Review of Hyatt Regency Lake Washington
This morning, I arrived at the hotel to pick up my 80-year-old grandmother, who had been staying there. She walks with a cane and requires assistance, so the night before, I briefly pulled up to the front entrance with my engine running, hazards on, and without blocking traffic in order to safely escort her to the car. The parking attendant that evening was gracious, helpful, and understanding, and assured me it was not an issue.
I followed the same process the next morning, but had a very different experience with a different parking attendant (a taller, heavier-set white male). I was told I could not momentarily stop to assist my grandmother, despite explaining her mobility needs and that I had been permitted to do so the previous night. During this exchange, the attendant stated, “They were probably scared to say something to you.”
As a Black man, this comment was deeply unsettling and taken aback by its implication. My interaction the night before had been respectful, positive, and professional, and there was no indication that anyone was “scared.” The statement carried an underlying tone of assumption and microaggression that was both unnecessary and hurtful.
Despite this, I proceeded to escort my grandmother safely, and before leaving, I spoke with Juan at the front desk to share what had occurred and explain why the comment was concerning. Having a background in customer service—including time as a manager at Trader Joe’s, a company known for its exceptional and thoughtful guest experience—I understand the importance of empathy, mindfulness, and creating a welcoming environment, especially during moments of stress.
This experience also came on the heels of an emotional family event involving a recent loss, making the interaction even more impactful. While the overall stay and most staff interactions were pleasant, this final encounter unfortunately placed a damper on what was meant to be a supportive family visit.
Every interaction matters. People may forget what you did, but they will never forget how you made them feel.