Hyatt Place

Review: Stayed two nights at your lovely hotel - June 27th, 2015 & June 28th, 2015 and I booked your lovely hotel through [redacted]. Upon arrival, I was asked to present my debit/credit card that I used to book the hotel & a photo identification. I presented both. The employee communicated that I would be charged a $15 fee and after check-out if everything is fine with room then the fee would be released. How $15 turns into a $100.66 fee is a miracle? I called and spoke with a hotel representative on July 6th, 2015 after seeing this charge on my bank statement. She said "this could not have happened wait until Wednesday (July 8th, 2015) and it should reverse itself and it is probably because of the 4th of July". Also, she said "they have no record of these extra charges." I offered to send an email of the charge on my account because she obviously did not believe me. I have also attempted to talk to the Hyatt manager on July 10th. I have no idea what kind of scam this hotel is running, but I just want my money back.Desired Settlement: In the future non-knowledgeable employees should not speak on billing issues/refunds/etc. I want my extra money refunded as soon as possible and a partial refund of some sort for the nights I stayed for this billing issue. Thank you.

Business

Response:

In reference to case #[redacted]; [redacted].I apologized to Ms. [redacted] by telephone today, July 17, 2015. I promised her that I would research this issue and immediately respond to her. I researched the charges and discovered that her reservation was an extended reservation through [redacted], a third-party partner of the Hyatt Place Hotel. I corrected the error and called Ms. [redacted] to explain. It appeared that Ms. [redacted]’s first reservation was handled correctly, and the charges were correct; her second reservation unfortunately defaulted to her credit card instead of the card provided by [redacted]. This error has been corrected, and Ms. [redacted] will see the correction on her account immediately after her bank processes the credit. Again, I have apologized to Ms. [redacted] and assure her that we are in no way attempting to “scam” her. I asked Ms. [redacted] to contact me personally for any future reservations she may need, and I would work to find her the best rate available.Sincerely Yours;[redacted]General ManagerHyatt Place Hotel – Richmond / Chester

Review: I was there on May 10 - May 14 for a training class and stayed in the Hyatt Hotel. I suffered a bite which required medical attention. I called to advise the hotel of my encounter and was first told that I did not appear as on their computer as a quest at this hotel. Once I had the opportunity to speak with the General Manager about my concern. I received an email stating that she was confident that this incident did not happen at her hotel.

That was a bold statement to make when I am positive that it did happen .Desired Settlement: I'm open to anything at this point. The lack of concern and the rude take on this was very alarming to me. It was as though nobody was concerned about my well being or concerned about the impact that this made on me. I was on medication for 10 days. I was extremely sick. I've never experience anything like this. The staff blew me off for weeks. They refused to even allow me to speak to anyone in charge. Their behavior was unacceptable.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On May 13, I was bit during my stay at this hotel by bed bug or some type of insect. The findings are unacceptable. I was treated at a medical facility and this is not a frivolous accusation that I am making. The implications that I am being dishonest is very disturbing. I notified this hotel to simply check into this so this awful incident does not happen to any other guest members.When I tried to report this incident in a timely manner, the hotel guest services told me I wasn’t even a guest at their hotel. I went through hoops to even have the opportunity to speak with the General Manager in reference to this matter. I advised her of the problems with their customer service and their behavior. I told guest services my confirmation number, my room number and gave them all the information they needed to verify that I was a guest at this hotel. During this entire ordeal, this establishment has been persistently trying to discredit my statements and attack my character. No discussion was rendered of why it took so long for me to speak to the General Manager No one ever apologized of the rude behavior of guest services. No action was ever taken to correct the allegations that I was never a guest at their hotel. I felt like a defendant on trial during this entire process. Worst experience I’ve encountered on a business trip. Needless to say, I work order from [redacted] stating that Beg Bugs were found does not resolve my concerns.Regards,

Business

Response:

The guest called and reported concerns about bed bugs in her guest room ([redacted]). I received this information via message from my night auditor. I called our [redacted] service immediately and scheduled an inspection of the room, up to and including removal of the box springs and mattress, electrical covers etc. . The report of negative activity in the rooms is attached. I called Ms. [redacted] while the Service Specialist was in my office to report that the rooms was found to have no activity of [redacted]. The guest contacted Hyatt Corporate Office and I have attached a copy of that as well. I advised the guest that I was sorry that she was experiencing difficulties and to call me with any questions or concerns.Regards[redacted]General Manager

Review: Hyatt was booked a few months ago for the weekend. I called and confirmed my room on the Thursday, before my arrival date on the following Friday. Arriving on that Friday night after attending a conference, I was told that my room had been given away and there were no other rooms. They could not tell me why the room that was booked months prior had been given away, only that there was nothing they could do. And that they were unable to refund my money since I had booked the room through hotels.com.Desired Settlement: That the Hyatt would honor reservations and not give away rooms that are reserved and paid for. How is this even legal?

Business

Response:

Duplicate I am sure - but just to be safe I am also sending this via this site. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Business

Response:

Regarding [redacted]

On or about September 26 2014 we, at the Hyatt Place, unfortunately found ourselves in an oversold situation. It is a problem that we try very hard to avoid, however, from time to time it does happen. We informed Ms. [redacted] that we had reserved accommodations for her at the Hampton Inn that we paid for as is customary in such cases. She requested a refund of the amount that she had paid through Hotels.com. We explained the procedure to her – she would need to contact hotels.com and have them call us for the refund as she paid them –not us. We do not have nor have we ever had Ms. [redacted]’s credit card information. If Ms. [redacted] will call hotels.com they will certainly call us and we will refund their credit card and they in turn will credit Ms. [redacted]’s card. We explained to her that we cannot make this call for her. We certainly do not wish to have the guest charged for something that they didn’t receive and if she will cooperate I am certain that we can resolve this in her favor.

Please let me know if there is any way that I can assist with this.

Regards

General Manager

Hyatt Place

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,