Mom started to have medical emergencies. At the ER, they kept her for days; found incidental but…read moreserious issues; been tough financially. We have (a good) history with Highlands because a couple family members love this place and sometimes invite us along.
I watched a medical specialist doctor give mom bad news. She cried hard and the doctor was amazing to give her a big long hug from the heart. It's painful to see mom getting bad news and watching your parent cry like a little girl.
When you're traumatized, you do some stuff that doesn't make sense. Sometimes God intervenes and just takes you to a situation you can get healing.
We ended up randomly at Hyatt Inn a few days ago - drove aimlessly; ended up here. We had no business to be here because we couldn't afford the Hotel nor the Restaurant.
We felt out of place. We intended to only try and get some glimpses of the architecture and Seascapes; stay out of the way of paying customers. Samantha (Sales) started talking to us. She made us feel from being intimidated to treating us like VIP's. Samantha found a way for us to get not only a Hotel (which our family members had treated us to before) - but even a Villa.
Me and Mom came in for The Tour and the entire Sales staff was really nice and patient, especially to mom. Helping find the restroom and snack bar might seem simple, but my mom's condition requires people repeat things and explain slowly. I just liked how mom could talk to any of the Sales staff, and they helped her like family.
Sales allocated 90 minutes for Robin to teach us about Vacation packages. We ended up taking THREE HOURS+ of her time! Then my mom's exhaustion hit and she suddenly needed to rest and sleep. Robin and Mo both showed mom tremendous compassion and patience. I was thinking in my head, "If someone took 3+ hours of my time and suddenly said they need to sleep, I WOULD HAVE BEEN MAD!" Sales was so patient and gave my mom an opportunity to recover and continue looking at packages.
Samantha was so detail oriented, she had informed us of the wine tasting. Daniel from sales set a positive and fun tone for everyone at wine tasting. He, the Pianist, & Paul made a great Sales team.
I was really focused on taking photos and videos of my mom, because I knew there might not be opportunities forever. I forgot to get wine and even after the event closed, Jonathan was so helpful to let us still get a sample.
There were raffles and everyone was delighted how Daniel was super enthusiastic, making drum roll and with the Pianist making excitement from the event. Mom won a raffle (I promise no one knew of our situation). I got the whole thing on video and already put it on YT. What a blessing and precious memory - exactly what we'd hope for in our situation.
If you want to test Aaron Dominguez's Leadership and talent to Inspire his staff to treat every person like family, just put a person like me at the best table of the Restaurant. Privately, I was already feeling bad I didn't tip Jonathan for his kind service & going the extra mile at wine tasting. Finances were bad, I cut my own hair and it looks terrible. I'm calling and arranging mom's medical needs, and answering her worried questions over and over. I don't think back on it a lot, but at one time I must have peppered mom with the same questions over and over as a child; now our roles were reversed. I went into Jonathan's section, into Hyatt's table looking completely like a homeless person (yes, with ruffled stuffed bags and everything - I'm really burned out).
I know that 99.999% of any restaurant would have had me move on. I wasn't ordering anything, I know I looked extremely out of place, and "my type" can't tip either. Instead of making a person looking like they've been on the street leave, Jonathan (Waiter Food Beverage) just came up to me and assured me that if I needed or wanted to order, he'd be happy to serve me. Yet he let me remain here at their best table to get a breath of fresh air for someone that felt like they were drowning. (I don't even think I realized this until writing this review. I'm really experiencing severe distress).
An "additional test" of an Establishment is to show up like me and mom, test everyone's patience, and see if Robin, Samantha, Jonathan, Mo, the Pianist AND SPIRITUAL MASTER Dino Vera, Jessica T (front desk), Daniel, Bryan (bartender), Diego & Lily (Front Desk Reception), Jacob, and Paul will give you VIP treatment when you come in with all the outward appearances of being and feeling like times are at one of their worst. Everyone at Hyatt Highlands Carmel has proven that they consistently give customers their best, even when we might be struggling.
Some kind of Magic & Blessing that is pervasive at THIS VERY SPECIAL PLACE. I hope anyone reading, Staff or Customer, can have this highly unusual rare experience of being taken in like Family. At your worst or best, the staff genuinely tries to Uplift & Heal. Thank you Hyatt Highlands!