Hyatt Hotels Corp.

The hotel's executive management team is working with the guest directly with a resolution

We have reached out to the member and have resolved this matter

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 dateWe take allegations of 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 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 disclosedAdditionally, 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

After thorough review at the corporate office we see that the hotel completed an appropriate refund. Based on this review we do feel the compensation provided by the hotel is fair and equitable.

Complaint: [redacted] I am rejecting this response because: I did make a phone call to Mr [redacted] from Hyatt Corp But I did not say a single word on accepting the decision made by themActually I'm still waiting for Mr [redacted] 's email reply to my email dated on May 11th.I still don't think closing my account is the right way to solve this problemMy friend helped me to register my Hyatt accountSince then I was staying with Hyatt all by myself using that accountThere might be some issue on gaining the elite status from the very beginningBut even since the first stayI did not violate any terms Sincerely, [redacted] ***

The guest has been contacted and advised that he was treated at least as favorably as all other similarly situated guests As background, in 2013, Hyatt did incorrectly send a small group of individuals an offer that promised Diamond status as long as they had the Hyatt credit cardThis guest, however, was not part of the group that received the incorrect offer from Hyatt He applied for the credit card through channels that fully and accurately disclosed that the credit card provided Platinum status The guest contacted Hyatt in and sought Diamond status based on third-party websites that mentioned Hyatt’s incorrect offerBased on the guest’s concerns, we offered him the choice of points or Diamond status for one yearHe chose Diamond status for one year, which ended February 28, Based on the previous concerns brought to our attention and the compensation provided, we do feel it is fair and equitable and no additional upgrades are warranted unless met by the published criteria with our loyalty program

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

We have reached out to this guest and have resolved this matter

Hotel management has contacted the guest regarding his concerns

We have contacted the guest and have addressed these concerns

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

This response is provided by Hyatt Corporation. Mr*** has requested that Hyatt cancel the reservations and refund the points needed for these reservation. Hyatt is processing Mr***’s request to cancel the reservation. Because, due to a brief system error, zero (0) points were
redeemed when Mr*** attempted to book an award stay with Hyatt, there are thus no points to refund to him. As background, due to a brief system error, Hyatt’s website, Hyatt.com, incorrectly showed that an award night at a certain Hyatt Place hotel required zero (0) points to reserve. While this amount was plainly erroneous, Hyatt regrets this system error and any confusion it may have caused for Mr*** or any consumer. It was during this brief system error that Mr*** attempted to make a reservation for an award stay for zero points. When Hyatt became aware of the system error, it notified Mr*** that the reservation was being converted to a stay at the hotel’s standard rate. Under the Hyatt.com terms and conditions, consumers are informed that Hyatt has the right to refuse to honor reservations affected by errors and “to make changes, corrections, cancellations, and/or improvements to such information or reservations based on such information, at any time, including after confirmation of a reservation.” Mr*** retained the right to cancel the reservation under the hotel’s cancellation policy. He has requested that we cancel the reservation. Hyatt will honor Mr***’s cancellation request. No points can be refunded to Mr*** because no points were redeemed by Mr***

Hotel Management has contacted the guest to find a resolution

The hotel has processed a refund at check out due to the guest's concernsIt can take 5-business days for the refund to reflect back onto the guest's account

The hotel management has communicated with the guest to ensure the refund has been processed and received

Initial Business Response /* (1000, 5, 2015/09/10) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@hyatt.com
I have contated the guest and have resolved this matter to the guest's satisfaction
Initial Consumer Rebuttal /* (2000, 7,
2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A Rep from the company explained that the way the company handled the rate increase was not appropriate and that the chain was working to come up with a more appropriate way to handle this situation in the futureWhether it be a warning on the website or a more detailed email to the guest with a better explanation for the rate increaseSince I had not paid yet for my hotel room, there was no money that needed to be refundedKnowing that the hotel is aware of the problem and has assure me that they are looking into my appropriate ways to fix this for future stays for other guests is satisfactory to me

Guest was contacted and concerns have been resolved

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

Our property has contacted the guest to offer a resolution

Guest has been contacted and a resolution has been met