I stayed at the Hyatt Regency San Francisco and overall the stay itself was fine, but I’m very disappointed with what happened at checkout and afterward.
I had two rooms for three nights, totaling around $800 per room. The booking included a $100 dining credit, a $25 marketplace credit, and free breakfast.
At checkout, I was given a folio and repeatedly asked if it was final, and I was assured multiple times that it was. However, after returning home, I noticed an additional $200 charge on my credit card with no updated folio or explanation.
When I contacted the hotel, I was told the charge was for four additional breakfasts. This was unexpected because during my stay I was specifically told not to worry and that the additional guest in my party was covered, so I had no reason to expect extra charges.
What frustrated me further was the way the issue was handled over the phone. Instead of a clear explanation, I felt spoken to in a rude and unprofessional manner.
I booked through Hyatt Prive expecting a higher standard of service and transparency, but instead I was charged after being told everything was settled, received no proper documentation, and then had a negative experience trying to resolve it.
I’m honestly surprised there seems to be no straightforward recourse for situations like this.
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