Hyatt Hotels Corp.

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@hyatt.com
Our guest showed up at the airport. They didn't understand that they needed to call for a shuttle pick-up as our shuttle doesnt...

continually run. The other shuttles at the airport assummed the guests had called so they were advising our guest the shuttle would be through shortly. Once they realized they needed to call they were highly upset. The shuttle came right out which took approximately 15-20 minutes (which is the distance from the hotel). When they arrived at the hotel they were still upset and wanted answers as to why they waited. The desk agent explained the shuttle process to them. They then went to their room. The next day they took another flight out to their home. they were upset at the rate they had and didn't understand the shuttle service.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no indication on the reservation confirmation that you had to CALL for the shuttle service. The other shuttles at airport do NOT require calling. Hyatt are liars and cheats. When the shuttle came for us after an hour, they had 5 people in the shuttle. It did NOT come directly from the hotel to pick us up. I am tired of their attitude and their lack of customer service. It is really pathetic and unprofessional. I will not accept what they are saying. They give no apology. If you do NOT have a working cell phone to call it is difficult to leave your luggage and go to make a phone call at the airport. In addition I had a broken arm and I was in a cast so it was much more difficult to do this. Again, there was NO indication to call for the shuttle. They are a bunch of bad business people and hopefully the message will get through to others via social media and complaining. I will continue to fight this. I am not satisfied.
Final Business Response /* (4000, 13, 2015/09/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hyatt.com
We have attempted to contact guest to resolve. Guest has not responded to our attempts. Guest can contact us directly for further assistance.

Hotel management has reached out to the guest to resolve the guest's concerns.

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title:[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hyatt.com
Reached out to guest and issue was resolved to his satisfaction.

The guest has been contacted and apologized to for the frustrations endured. Compensation has also been provided.

Guest has been contacted and compensation offered for their frustrations. Guest accepted compensation offer and is satisfied with the offer.

Thank you for taking your time to provide your additional feedback. However, we did review the process used by our hotel to access the smoking fee and find all was appropriately handled.  We do stand by the decision of the hotel of not refunding the smoking fee charge.

The guest has been contacted and this matter has been resolved.