OMG! What a horrible experience me and my husband had with the Hyatt Hotel Corporation! Allow me to tell you why you should never believe what Hyatt tells you.
Like many people in the United States, my husband has a Hyatt credit card which allows us points to stay at Hyatt Hotels. Through purchases and vacation stays, we accumulated enough points for a free night stay at one of their lovely rooms. So we decided to stay at a Hyatt in our city to celebrate my birthday. A free room, how could you turn that down?!?!?
Well unfortunately, I go to a restaurant the night before we are to stay at the Hyatt and I get food poisoning. I thought I was going to die. And of course, I am still extremely ill the day we are to go to the Hyatt. To make a long story short, we stay home and skip the free hotel room because I was so very sick.
Not too long after, my husband discovers that Hyatt actually charged us for the FREE room. I mean, really?!?! So we called Hyatt about and was told that because we did not cancel more than 72 hours in advance they were going to charge us. Now how is one to predict a case of food poisoning? I guess my crystal ball was broken. Also, there was NOTHING in writing about the 72 hours cancellation policy nor were we told about the policy. So why should we have to pay for the room when Hyatt did not bother to tell us about this policy?
To make things worse, Hyatt was EXTREMELY unprofessional when speaking to us about the matter. Up to and including having a nasty tone, hanging up on us and giving us a difficult time when asking to speak to the manager. It felt as if we were being scammed.
WARNING!!!! If you have a Hyatt card, get their policies in writing. Try to speak to a manager directly, and not goo through the hundreds of Hyatt minions.
Oh and if Hyatt is reading this……we are seriously considering cancelling our card. We will NOT be treated so poorly by any corporation.
inkchick says
I am horrified by how you were treated. That is the height of unprofessionalism and is absolutely no way to treat a loyal customer. I understand your anger completely.
Erica S Katsanis says
I agree. Thankfully, Hyatt reimbursed us for the room and apologized for what happened. So everything has been made right again.
Erica
inkchick says
I am delighted to hear that you were reimbursed and that they have apologized.
Erica S Katsanis says
Thank you very much. That was nice of you to say
Erica
Kalboz says
Please note that the 72 hours cancellation policy is a Hyatt Hotels policy and not the affiliated credit card’s. It used to be 24 hours but it was recently changed to 72 hours, a program downgrade in my opinion. The cancellation policy is spelled out in the email confirmation you get once you book with Hyatt. But regardless, it was not your fault and they did reverse the charges as a courtesy (I’m sure) – so, good for you 🙂
Erica S Katsanis says
Hi Kalboz! I apologize for responding so late. I have been having serious computer issues (not that it is a proper excuse). Thank you for letting me know about the cancellation policy. It was very nice of Hyatt to reverse the charges.
And I appreciate the nice sentiment .
Erica