We'd love to continue to...

Liked: We have stayed there a lot for the last 3 years since it is located across from UCHealth at Anschutz.
Disliked: The staff at the hotel is very friendly and helpful. It's your website and calling your Hyatt Hotel staff that makes me not want to go there anymore! 1st I tried to set up our stay online. Where you have a place to enter a Code for a discount, I tried putting in AAA, but it said that was an invalid code. We have often used the medical reason to get a discount, so I tried putting in medical, but it didn't recognize that either. There are no options at the pull down arrow that's there to use for help. So I called. I got they Hyatt operators answering machine that said there was a 20 minute wait. I waited and waited for at least 20 minutes, then I had a call come in and had to answer that call. Then I tried the Hyatt Hotel directly and I got someone that certainly didn't want to help (usually the staff at the hotel is very friendly). He told me there was nothing he could do, so I called the main line again and there was still a very long wait, so I hung up. When we got to the hotel, the person at the desk was very friendly and I think one of the management people was there too. They listened to my frustrations and looked up my information and they said I was under a 3rd party, Booking.com. so they couldn't help. Somewhere in all that, I got transferred into Booking.com, which I had no intention of doing. If I were to use a service, it would be Expedia since we have an account with them. So, I'm not sure what to do. We've enjoyed staying there for over 3 years, but it's gotten to be too big a hassle and it's basically impossible to work with your people over the phone with that horrid wait to even talk to someone. The gentleman at the front desk said since they couldn't change the reservation since it was booked through Booking.com, I lost $75 vs. if they could've helped me, and your hotel staff told me that, I didn't make it up.