We had booked 6 nights at the Grand Hyatt in Dubai via Hotels.com. We have stayed at this hotel countless times and have always been happy. I estimate that we have stayed about 100 nights at this hotel. After arriving at 3 PM we were told that the room was not ready yet. After we refused to accept this, we were offered a room on the 2nd floor and when we moved into the room, instead of the usual wonderful view, this time we only had a view of bushes and a roof. Our complaint to the Chef de Reception didn't help, but he didn't even think it necessary to check the computer and simply told us grumpily that there were no rooms available on the upper floors. As regular guests for many years, we did not accept this and left immediately. We then moved to a hotel in Dubai, where they are known to be customer-friendly.
The even bigger disappointment, however, was the booking company hotels.com, which showed absolutely no appreciation and only sent us, as "Gold Members", unfriendly emails from America. Here too, however, we have drawn the consequences and will stop working with Hotels.com in future. You would think that if you have been a good customer for years and are rewarded for this with GOLD status, that help will be provided the moment a problem arises. Unfortunately, this was not the case. New customers are apparently easier to find than to look after and satisfy old customers. This is very regrettable.