Hyatt Hotels and Resorts Customer Service Issues

I made a reservation a week ago at the Hyatt Inverness Birmingham, AL for two nights during my job training trip from Detroit, MI. I informed the Hyatt staff I would pay in cash, but upon arrival, they required a card swipe in addition to the cash payment. Following their advice, I tried a prepaid Visa debit card from Walgreen's, but it couldn't be processed without a Chase bank in Birmingham. Now I am left without a place to stay and have resorted to sleeping in my car for two nights. Despite the kind assistance from the Hyatt employee, this situation has left me feeling anxious and let down. I hope for some understanding since the predicament arose from following their recommendation.

Dear Forum Members, I wanted to share my recent experience at the Hyatt on New Jersey Ave in Washington DC from August 18-20, [redacted]. I had made the reservation directly through Hyatt and had a lengthy conversation with a representative, clarifying it was a direct bill to my company. Upon checking out on August 20th, I realized there was a charge of $[redacted].06 on my personal credit card instead of a direct bill as promised. Despite assurances from a manager, the issue was not resolved, leading to an overdraft fee on my account. I spoke with Aleica from the Accounting department on September 3rd, and she promised a credit within 72 hours, but it hasn't been processed yet. Despite being informed that the direct bill wasn't set up properly, I was expecting a refund as assured several times. Unfortunately, the manager wasn't available when I inquired on September 9th, delaying the resolution further. If this matter isn't resolved promptly, I may have to escalate it on Hyatt's social media platforms. Thank you for listening. Best, L.P.

I stayed at the Penn State College location on Beaver St. with my daughter on Friday, Sept 20th. We left my CPAP machine behind at the lobby desk upon checking out early Saturday morning. After contacting the hotel and being assured the machine would be shipped via UPS for delivery on Tuesday, it did not arrive. Following up, I was told there were paperwork errors delaying the process. Despite several promises, the machine has still not been delivered. After speaking with multiple hotel staff members and corporate representatives, I have not received a satisfactory resolution. I was given a case number for reference and now seek guidance on how to file a claim for reimbursement for my missing medical device. Thank you.

I started working as a housekeeper in August [redacted] through Stellar Staffing. One of my clients at Jordan Cleaning accused me of stealing and even called me a prostitute. This continued for weeks. I encountered this client, David Kimani, at Intown Suites where he stayed but got kicked out for not keeping his room clean. He moved to Best Inn across the street, where I continued to clean for him. However, he failed to pay me as promised. After some back and forth, I was let go from my job without a proper explanation. Even though I have been in the cleaning business for 2 years and take pride in my work, this situation has caused me to lose two jobs. I have proof of our interactions and texts, but I feel mistreated by some workers and the lack of support from management. I am disappointed in how things have been handled and would appreciate a resolution to this issue.

My name is Jessica H. I was near the Hyatt Regency in San Francisco when I, being pregnant, urgently needed to use the bathroom. Despite explaining my situation to the staff, they denied me access and accused me of being homeless. They were rude, insisted I leave, and even mocked me. Feeling helpless, I had no choice but to relieve myself on the floor. The staff not only laughed at me but also recorded the incident. I felt disrespected, embarrassed, and upset by their behavior. I needed to share my experience as it was unacceptable.

Hotel Name and Address: Hyatt Place Atlanta Airport-North [redacted] Norman Berry Drive, East Point, Georgia [redacted] During our recent vacation, we left a necklace behind at the Hyatt Place. Despite contacting the Front Desk promptly, our efforts to retrieve it have been challenging. After multiple attempts, we were informed by Britney and Alexis from the Front Desk that the hotel could not locate the necklace. The lack of resolution is disappointing, as it was reported immediately and hotel staff are typically the first to enter the room post-checkout. This experience has left us feeling unsettled about the hotel's lost and found procedures. We hope for a positive outcome in this matter. Thanks, Janice

I had made a booking at Hyatt Place in Secaucus, NJ via Hotels.com. I mistakenly booked it for October 2 to October 3 instead of October 9. I only realized this when I was charged for the room. I am not seeking a refund but kindly request to change the reservation date as a one-time courtesy. Despite contacting the manager, Sheryl Falat, I was informed that the booking date could not be altered. I am willing to reschedule for next week or another suitable time. I frequent the Secaucus area and have patronized various Hyatt hotels. Maintaining good relations is important to me, so I hope Hyatt can assist me on this occasion to prevent a loss of $[redacted]. I appreciate any help you can offer. Thank you for understanding. Valerie S.

Dear Team, I am writing to address an issue with a reservation I made at your White Plains location through Agoda. I mistakenly booked for Thursday instead of Friday this week and realized my error within five minutes. I promptly called to cancel as I will only be in CT on Friday and cannot honor the booking. I am willing to provide my flight details to support my situation. Upon trying to change the date to Friday, I discovered a significant price increase of over $[redacted], which I find unfair. I would not have made the booking at this inflated rate. I kindly request a refund for this booking due to the incorrect date chosen, which I immediately tried to rectify. I trust your company will uphold integrity and do what is right in this situation. Sincerely, C. Weathersby

Dear forum members, I'm Jean Heitzman. During my recent stay at the Hyatt Place in North Charleston, South Carolina, I unfortunately experienced a car break-in on October 25, [redacted]. Despite the kind efforts of the staff, I encountered difficulty when the manager failed to show up at the promised time of 7:30 am to assist with reviewing the security footage and providing necessary paperwork. The lack of follow-through in this situation has left me feeling let down as I relied on Hyatt for superior customer service and safety during my stay. I am seeking clarification on whether the expenses related to the car break-ins are covered by the hotel and what compensations are available for the inconvenience caused to me and the other affected guests. I would greatly appreciate your assistance in resolving this matter promptly.

I made a hotel reservation for a friend living in Europe at Hyatt Place O'Hare Airport (Mannheim) and provided my credit card for charges. Upon visiting the hotel from Texas to ensure everything was in order, I discovered that my friend's credit card had been charged at checkout instead of mine. Despite attempts to rectify the situation, the front desk manager mistakenly credited my card instead of my friend's residing in Poland. After numerous phone calls and delays, it was eventually resolved after more than two weeks of back and forth. The incompetence and indifference I experienced from both the accountant, front desk manager, and General Manager throughout this process was extremely frustrating, especially considering this stay was intended as a gift for my friend.

I stayed at Embassy Suites Inn, Anaheim North in Room #[redacted] on 11/04-11/05/[redacted]. Unfortunately, I left my Yeti stainless steel Tumblr by the coffee maker and noticed it missing later that evening. After contacting the hotel and speaking with housekeeping, they could not locate it. Despite my efforts to reach out to the manager, Kevin, I never received a call back. The lack of response and concern from the staff is quite disappointing, especially from an establishment that prides itself on guest satisfaction. I am not planning to return to any Hilton-owned property due to this experience. I am simply requesting the return of my 20oz stainless steel tumbler or a replacement. The item holds sentimental value, and I hope this matter can be addressed promptly. Thank you, Mark Jacqmin

I have been staying at the New Hyatt Place hotel on 39th Street in New York. Unfortunately, we have not received fresh towels for three days and our room has not been cleaned in the same amount of time. The elevator is also unreliable and appears to only work sporadically. Additionally, towels and garbage were left in the staircase which made it difficult to navigate during a fire alarm this morning. Despite inquiring multiple times at the front desk, I have only received apologies and assurances that the managers will follow up. We expect better service as paying guests, and our most enjoyable part of the day is when we leave the hotel premises. If the hotel was not ready to open, perhaps it should have remained closed. Thank you.

Hello, I am contacting from South Africa. My sister mistakenly booked for 2 Dec [redacted] at the Hyatt Dubai instead of the intended date, 2 Jan [redacted]. Unfortunately, they recently lost her son on 11 November [redacted], and the vacation was arranged with him and his family in mind. The family, while still grieving, has chosen to proceed with the trip along with the rest of the family. They have tried emailing the hotel in Dubai, but unfortunately, have not received a sympathetic response considering their circumstances. I am seeking advice on how to reschedule their booking for 2 Jan using the funds already paid for 3 rooms at HYATT REGENCY DUBAI CREEK HEIGHTS. Your assistance is greatly appreciated. I will also attempt to reach out to them once more. Thank you.

To the concerned party, I recently booked a room for my husband and myself at the Hyatt hotel in Lehi, Utah from 12/17 to 12/26. Initially, there was an overcharge of $3.14. Despite not receiving a callback from management after my first contact with the hotel, Sarah assisted me in resolving the issue and credited my account accordingly upon receiving my confirmation. Unfortunately, my husband's illness has caused us to cancel our trip to Utah. The hotel has informed me that our room reservation is non-refundable. I respect the non-refundable policy, but I believe it would be more reasonable for a large chain like Hyatt to consider a partial refund given the circumstances, especially considering it's five days before our scheduled arrival. I appreciate your attention to this matter. Sincerely, Maria D.

I recently made a booking at a Hyatt hotel in Lake Buena Vista, Florida. The website offered me the option to double my points by paying an extra $20 per night, making the total points needed not align with what I expected. Upon arrival, despite booking an early check-in and confirming it beforehand, the room was not ready on time. After a 45-minute wait, the room had stained sheets. Despite them being changed, the new set also had stains. I was disappointed with the overall experience, especially since I paid extra for points I did not receive, had to wait for the room, and encountered stained sheets on multiple occasions. I did not have time to address these issues on-site as I had a flight to catch, but I hope to discuss this further after providing you with photos of the situation. This experience did not meet my expectations, especially given the premium price I paid for the hotel.

During my recent stay at Hyatt Anaheim, there were a couple of issues that I encountered. Firstly, when I tried to order breakfast for my family to catch the morning shuttle to Disneyland, the grab and go was closed due to a large room service order. Even though I ordered from Starbucks as recommended, the food took longer than promised and we had to cancel to catch the shuttle. Although promised a refund for the order, it hasn't been reflected in my statement yet. Secondly, despite being quoted $[redacted].60 for our stay, we were charged $[redacted].64. I've tried to resolve these issues over the phone multiple times but keep getting transferred to the wrong departments or left on hold for extended periods. The lack of resolution is overshadowing the enjoyable stay we had. I would like to see the refund for the canceled breakfast order and the overcharged amount credited back to my account. Thank you for your attention to this matter. Best, Lili S.

During our stay in Bricktown, Oklahoma City, myself and a couple of friends accidentally left my valuable Jordans. Despite informing the operator, my shoes were not found and the housekeeper denied being asked about them. The lack of honesty from the housekeeping staff is concerning for guests. My friend, Amber McBroom, who is a loyal customer, is also disappointed and won't be returning to this Hyatt hotel. The operator's dismissive behavior towards my issue during my last call was unsatisfactory. The sentimental value of these shoes, given by my cousin, makes this loss substantial. I seek assistance in resolving this matter.

During my time as a housekeeping manager at Hyatt House Dallas/Richardson, I faced discrimination by the Assistant General Manager, Sandy. Sandy instructed me to only hire Hispanics and to avoid hiring white or black individuals, even if they failed assessments. I requested vacation days, but they weren't reflected in my paycheck. Sandy neglected duties and shifted blame when confronted. My team lacked supplies because she delayed giving me ordering access, despite me leaving lists on her desk. It took two months and intervention from Janet for her to grant access. Due to Sandy's unjust treatment and bias towards Hispanics, I left the position. Discrimination based on skin color seemed prevalent, with unfair treatment for those who didn't fit her preferred demographic. I hope to receive my owed vacation pay; otherwise, I'll consider legal action using the text messages as evidence.

I, K. Pou-Buchanan, made a reservation at the Hyatt Place Ft. Myers for 12/27-12/29/19. On the 27th, I called the hotel at noon to advise them of my late check-in and to add another night to my stay. The female clerk confirmed the late check-in and assured me I could add the extra day upon arrival. However, upon reaching the hotel after a 10-hour drive with my children, we were informed that our room was unavailable due to being on a do not book list made by the GM, D. Cuadra. The male clerk on duty explained that they were trying to find alternative accommodations elsewhere. Despite efforts, all hotels in Ft. Myers were fully booked due to events, so we had to stay 30 minutes away. This situation was poorly handled, and I seek compensation for the hotel and gas expenses incurred, as well as clarification on your overbooking policy and the criteria for the do not book list. This experience has been disappointing, especially as a frequent guest of your brand.

I believe I am facing unfair treatment and discrimination at work. I requested December 31st off, which my assistant manager initially approved, only to later change his mind, saying I needed to work on January 1st to have the 31st off. Unfortunately, I have already arranged for a sitter on the 31st and now I had to give the day off to another associate who has been there for a shorter period than me.