I arrived to check in at the Hyatt Regency Los Angeles International Airport and was informed at the front desk that there was no water available at the property.
While I was discussing options with staff, I observed another couple being offered a room at a nearby Hyatt property instead. However, when I asked about the same option, I was told it was not available to me because my reservation was made using points. Instead, I was told I could either cancel my stay or proceed with check-in despite the lack of water, unless I wanted to pay inflated last-minute rates elsewhere.
When I questioned why the other guests were being relocated to another hotel, I was told it was because they booked through a third-party site, whereas my booking was an award stay.
This confused me, as I had always believed direct bookings, including points stays, would receive priority in situations like this.
Later, a manager followed up, acknowledged that I should have been offered the same relocation option, and provided compensation in the form of points, which we agreed upon.
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