I recently stayed at Alila Napa Valley using points, and I had a very concerning issue with the room.
The bathtub water was consistently yellow and appeared dirty or discolored, almost like a urine tint (I have attached photos for reference). It was not a one-time occurrence but happened throughout the stay.
When I raised this with the hotel, the manager told me it was “normal mineral sediment” and even claimed it was safe to drink. They also stated that no other rooms had this issue and that it was specific to my room.
Because of this, I did not use the bathtub at all during my stay. After escalating the issue, Hyatt Guest Care and the property offered a combined compensation of 8,000 points.
Given that this is a Category 8 property and I paid 45,000 points per night, I feel that not being able to use the bathtub is a significant issue and the compensation may not reflect that.
Has anyone experienced something similar at this property or elsewhere in Hyatt hotels? Also, is 8,000 points a typical or fair resolution for this kind of issue, or should I escalate further?
Any advice on how to proceed or who else I should contact would be appreciated.
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