Hyatt Hotels Corp.

Based on the guest's concerns we followed up with our hotel to confirm they had evaluated all options for upgrade. Due to lack of availability in the qualifying suite category, the member's certificates could not be redeemed in accordance with our terms and conditions. We advised the guest of this...

and that any exception is solely based upon the availability and discretion of our property.

We have communicated directly with Mr. ** and confirmed that we will not be honoring the reservations previously confirmed.   Hyatt considers this issue resolved.

The guest has been contacted and a resolution has been met.

Initial Business Response /* (1000, 6, 2015/08/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hyatt.com
We believe that this has been resolved with the guest. If it has not been, please contact us directly for further...

assistance.

The hotel has attempted to contact the guest. The guest has been refunded for their reservation and the hotel is awaiting the guest to respond so they can address the situation with the child's clothing and apology.

Complaint: [redacted]
I am rejecting this response because: Although I was contacted via email and an apology was offered they did say they would semd me the money that they stole from me. There was no other explanations as...

to why this has taken so long and why I was lied too for so long. Just a terrible experiance  
Sincerely,
[redacted]

Guest has been contacted and a resolution found.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. After filing a claim with the PA Attorney Generals office, as well as informing the local news stations of the unethical billing practices, the Hyatt refunded the false $200 smoking charge. The matter has been resolved financially.
Sincerely,
Kristofor [redacted]

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title:[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hyatt.com
Reached out to guest and issue was resolved to her satisfaction.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
[redacted] reached out to me in an extremely prompt manner. Most importantly, she provided a reply of utmost concern and customer service. It is rather pleasing to have an employee who not only recognizes when a mistake has been made, but takes the initiative to correct the error. Thank you Anna! You have retained a customer.

This responds to your notice of September 21, 2017, to Hyatt regarding [redacted] S. [redacted].  Mr. [redacted]’s complaint is based on his decision not to book a stay at Hyatt Place Grand Rapids-South after he was informed of the hotel’s minimum length of stay requirement on his desired date. We...

take allegations of false and misleading conduct very seriously.  Upon receiving Mr. [redacted]’s complaint, we carefully reviewed the situation.  While we regret that Mr. [redacted] disagrees with the hotel’s minimum length of stay requirement, we are confident that the minimum length of stay requirement was fully and fairly disclosed to Mr. [redacted] when he inquired about staying at the hotel.  When Mr. [redacted] called the hotel to make a one-night reservation, he was informed that a minimum length of stay of two nights was required for stays on that night.  Mr. [redacted] then chose not to make a reservation at the hotel.  Accordingly, we do not believe there is any merit to a claim of false or deceptive practices.  We regret the hotel team was unable to alleviate Mr. [redacted]’s objection to the hotel’s decision to require a minimum length of stay, but we stand by the requirement and the way it was disclosed. Additionally, the hotel’s website would not have accepted a reservation for a one-night stay on Mr. [redacted]’s desired travel date.  Reservations made via the hotel’s website, like those made by phone, also required a minimum two-night stay on this particular date.   We believe that we have properly addressed Mr. [redacted]’s concerns.  While we consider this matter closed, please do not hesitate to contact me should you have any further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Yes the executive director this issue but not the other issue that I submitted 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because they have not provided any concrete solution for the issues reported.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) I did not spoke in the hotel room2) [redacted] at the front desk upon checkout was notified, had the opportunity to visit the room for inspection and declined, and confirmed with a witness that the smoking charge would be removed.3) [redacted] from August 20th never got back to me after he promised to do so.4) The hotel manager never has responded to my inquiry.5) A formal complaint with Revdex.com in Denver, CO has gone unanswered.6) Look at my history with Hyatt. I am a platinum member and don't experience these issues. Your hotel has numerous complaints which have been addressed online of charging a fee when nothing has occurred. 7) You have provided no evidence of smoking in the hotel room and have not justified this billing as again I do not smoke. I cannot believe that your Hyatt Hotels would treat a loyal member this way. My family member is a travel agent and will be notified as well to alert her database of 80,000 plus clients worldwide about your practices and your inability to assist.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hotel management has contacted the guest to resolve.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Guest has been contacted and advised of the below:Hyatt Gold Passport did not publically offer a Diamond tier match to all travelers. Targeted ads were sent to select guests that we then honored for all of our members  that have elite status with four select peer programs for roughly 20 hours...

between November 19 – 20, 2015. As of noon on November 20th, our efforts have been focused on Starwood Preferred Guest Platinum members. The only elite status that may now match to Hyatt Diamond is SPG Platinum. Any tier match request received prior to noon on November 20th was honored under the conditions of the offer at the time of the traveler’s submission.

Complaint: [redacted]
I am rejecting this response because: I only missed one call from Hyatt without any voicemail message. I tried to call back to Hyatt but the customer associate said she cannot locate who called me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title: [redacted] Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hyatt.com
Ms. [redacted] account has been updated with 2 free award nights with an extension of 2 months availability untii 9/30/2015 per her...

request. Her account has been updated and we have tried to reach her via telephone to inform her as well. We did leave a voicemail for her to return the call so we can explain this all in person.
We feel confident Ms. [redacted] will be happy with this resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The guest has been contacted and been given the point credit from his stay as well as compensated for the lack of follow up.