We didn't get what we paid for and we were mistreated by the administration at the Hyat...

GetHuman-dpemg's customer service issue with Hyatt Hotels and Resorts from April 2019

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We didn't get what we paid for and we were mistreated by the administration at the Hyatt Zilara Hotel. The following is a factual account and I am willing to sign an affidavit affirming its accuracy.**We were greeted at the Montego Bay airport lounge on April *, **** for our one-week vacation at the Jamaica, Hyatt Zilara Rose Hall (HZRH) The young woman joyously announced how lucky we were that we were being given a bigger and better room. It sounded like we had just won the lottery. As I asked more questions, I learned that they wanted to move us to another resort (adjacent ** minute* walk). I rejected the offer and requested that we be taken to the resort we had booked. (They had me sign in when I reached the airport lounge. I told them that I had hearing loss and having just disembarked from the airplane, I hadn't put my hearing aids in yet. I was also having difficulty understanding the accent. In retrospect, I don't know if they had me unknowingly sign an agreement, but I never agreed to be transferred and never knowingly signed a waiver) She finally agreed that we would be taken to the HZRH, but as we loaded into the van, I noticed that the other guests were departing in one van and we were in another. Nonetheless, we got into the van and after a minute or so of driving, I asked if we were going to the HZRH. After repeating the question several times, the driver finally told me were not going to the HZRH, but to a different hotel. I protested, but he said he was under orders and refused to take us to the HZRH. He called and informed his superiors and told us the manager was at the Jewel Grande resort and would meet us upon arrival. About ** minutes after our arrival the front desk manager of the HZRH showed up( He was not at the JG as they said. He had been at the HZRH) and gave initially the same how-wonderful-and lucky-you-are rendition. I told him we wanted to go to the HZRH and he finally said that they had overbooked the resort or double booked the room and could not honor the reservation. He promised us a better room and assured us it would be beautiful. I have pictures of the room they put us in. True it was bigger (two bedrooms, which we didn't need) but the hallway was filthy, and water was puddled outside our door from the leaking air conditioner. The door frames were rusted from the water. The lock was broken. The small balcony off our kitchenette area had no furniture. The cold-water faucet in my sink didn't work.(pictures attached below) The room and the furniture were dated. I could go on and on, but suffice it to say the room grade was not comparable to what I purchased. They did give us a pass to use the amenities at the HZRH. We did stay at the Jewel Grande for the week because we know nothing about Jamaica, we were told it was dangerous to leave the property and this was our vacation week that we couldn't change. They also offered us a free return week to be used sometime over the next year, which I explained to the Guest Engagement Manager would not work for me. He agreed to extend the offer for two years, but when I later reviewed the voucher, it specifically states, ‘expires in one year ********.’ (voucher attached below-please see all the restrictions and the expiration date printed at the bottom. I also asked that they specify in the voucher that we would receive the same room grade room as we originally booked, which they verbally agreed to do, but didn't put in the voucher as they verbally promised to do.** I'm sure if this didn't happen to us, we would have had a wonderful *-star experience. Computers and people make mistakes, but no one likes to be deceived. Over time we began to doubt this was an honest mistake. It felt like we had been bumped from an airplane flight( We had naively never heard of resorts overbooking and bumping guests) and this was a practiced drill for them. I posted a letter like this one on Travel Advisor and a travel agent sent this reply,”**“They are both now part of the Playa Group. In the past * months I know lots of people, including myself, who have been foul of their overbooking. They blamed it on the switch over between Jewel's old booking site and the new Playa*Jewel website, but this shouldn't have affected Hyatt bookings. Because they now, as a group, have so many options of placing customers elsewhere, I don't think they care very much about overbookings. It's also suspected that they plan to close Jewel Runway Bay next year, but they're still taking bookings (why wouldn't they)!! They can place guests elsewhere and there's not much you can do about it once you're on the island.**Jewel Grande has some beautiful apartments, but they're not all in the same category*standard. They were given a quick make-over when Jewel took over nearly * years ago now.”**Another travel agent sent this reply, "**Daniel you don't have to defend yourself over an awful experience!**The entire situation was awful and the Hyatt had no right to send you to the jewel Grande which I've heard similar things from people in Montego Bay that many of the rooms have not been renovated and it was a vacant dump for many years prior. Not a place I'd reccomend for many reasons."** Though the hotel front desk manager told us that the room at the JG was costing them more money than the room I had reserved at the HZRH, I have learned from the travel agents that they have different quality rooms in the same category, so they can say they gave us an upgraded room category at a higher price, while actually selecting a room that wasn't physically upgraded. I had purchased the most expense and largest suite at the HZRH(almost a $**** per night), but unfortunately when they bumped us to the JG, they didn’t give us one of their beautiful units. I didn't get what I paid for.**My wife and I have thought about the fair way to handle this situation. We did spend time at the HZRH resort and eat about half our meals there. We stayed very little on their beach because they have an identification system based upon towel color and it was a hassle and embarrassing to constantly explain our predicament. Nonetheless, we did receive somethings of value during the stay. Their Customer Engagement Agent was so aggressive with us in the hotel lobby that my wife was in tears and I finally told him to give me the voucher( they said it is the same value as our trip credit card charge), as I tried to calm her down, in order to just get him away.( If requested I can go into further details of this encounter.)**Should they be paid a *** or *** of the original amount or should they be punished for their lack of transparency and poor treatment?**We didn't get what we paid for and we were mistreated.*Please acknowledge receipt.**My cell is *** ***-**** and office number ***-***-****.**Respectfully,**Daniel Phillips MD, FAANEM

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Hyatt Hotels and Resorts

Customer service issue
Reported by GetHuman-dpemg
Apr 24th, 2019 - 2 years ago
Seen by 8 customers so far
Similar issue to 147 others
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GetHuman-dpemg started working on this issue
Apr 24th, 2019 5:38pm
GetHuman-dpemg confirmed the issue is fixed. Hooray!
Apr 27th, 2019 7:47pm

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