Booked a Hyatt stay with points three months ago and even emailed the hotel a week ahead to say I’d be checking in right at midnight. Showed up and they had no record of me at all. Gave them the confirmation number, still nothing. Hotel was full and the desk person basically told me to call Hyatt myself.
Hyatt customer service pulled up my reservation instantly and even asked the front desk to accommodate me, but the hotel kept saying they had no rooms and no record. No alternative offered either because the whole area was booked out for an event. Then customer service asked if I wanted to cancel the reservation… which was hilarious because I literally had no room to cancel.
Ended up driving home overnight with my 70 year old dad. Three days later and Hyatt still hasn’t reached out.
Feels like they dumped my points booking to take a higher cash rate. And not notifying me at all is what really gets me. If this is the direction hotels are going, it’s pretty unsettling.
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