Hyatt Hotels Corp.

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 card. This...

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 2013 and sought Diamond status based on third-party websites that mentioned Hyatt’s incorrect offer. Based on the guest’s concerns, we offered him the choice of points or Diamond status for one year. He chose Diamond status for one year, which ended February 28, 2015. 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.

We have responded to this guest and this matter has been resolved.

Guest has been contacted and compensation has been offered. At this time the guest has declined. The guest is able to contact Samantha [redacted]l if he chooses to accept one of the offers.

Guest has been contacted and compensation offered.

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]

Hyatt stands by its decision to close this individual’s World of Hyatt account.  The World of Hyatt program terms, which are available at worldofhyatt.com/terms, expressly prohibit the sale of points, awards, and membership benefits.  See Section I(f).  The program terms expressly...

state that if “a Member makes any attempt to sell, barter, auction, donate, assign, convey, or otherwise transfer his or her points, awards, membership benefits or account to a third party in violation of these Terms, all persons involved in advertising, faci**tating, or administrating the prohibited transfer may, in Hyatt’s sole discretion, immediately forfeit all points or awards, have their respective membership terminated, and be barred from future participation in the Program or any other Hyatt loyalty program”  See Section I(f).  The program terms reiterate this at various points, including in Section III(b), which provides for termination of a member’s account if the member violates the program terms, acts in a fraudulent manner, or attempts to transfer points or awards.  See Section III(b)(i), (iii), and (iv).  The program terms continue to explain that a termination will result in the member losing “all points, awards, and benefits” associated with the member’s account.  See Section III(d).   When Hyatt first became aware of Mr. [redacted] activity in March, 2016, Hyatt promptly notified him that the resale of program benefits such as points, award nights, and tier status benefits was expressly prohibited.  In August 2017, Hyatt again learned that Mr. ** was resel**ng program benefits and froze his account.  When Mr. ** asserted at the time that he was not sel**ng program benefits, Hyatt again reminded him of the program terms and, as a courtesy, reactivated his account.  In October 2017, Hyatt again learned that Mr. ** was sel**ng certain program benefits.  In each of these instances, Hyatt hotels became aware that Mr. ** had sold program benefits using various third-party websites and Mr. ** did not actually occupy the room reserved under his name.  After Hyatt repeatedly warned Mr. ** and even froze his account once before, Mr. ** left Hyatt no choice but to close his account to prevent any continued violations of the program terms.   We wish that our past communications and actions had been sufficient to deter Mr. ** from continuing these activities that violate the program terms.  They, however, were not, and we stand by our decision and will not reinstate his account.

The hotel has attempted to contact the guest multiple times to resolve. At this time, the hotel has not heard back from the guest.

We have been in contact with the guest and have offered compensation which we feel is fair and equitable.

Complaint: [redacted]
I am rejecting this response because: In my communication with the customer service department at Hyatt, I explicitly told them that I will refuse to accept their response if they do not give me...

the investigation report, if there is any, which I doubtvery much. However, I will not take any further action on this issue.
Sincerely,
[redacted]

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: 12652166
I am rejecting this response because:The situation didn’t turn out **ke that. In March 2016, I was notified that I resale the room of Hyatt Regency Wuxi, however the truth is I called to the hotel to ask what happened when I got this notification, and the hotel told me I didn't resell any rooms, they can prove I didn’t resell rooms, and it was me who occupied the room reserved under my name. The duty manager was very surprised about this situation because he helped me to check-in and check-out. I have grave doubts about World of Hyatt never ask the hotel what happened.  In 2017 I stayed in Park Hyatt Maldives, however it was a disappointed experience. The water was dirty so I made a complaint to the General Manager, but he ignored me at first, so I told him I would pub**c this situation to social-networking site, and then he threated me he would say I resell rooms if I do this, but if I could keep silence he would keep my account safe. I don’t know why a general manager can say in that way, so I make a recording and I can provide it if need it.And in Oct 2017 I made a call to Hyatt Service Center to ask if I could redeem a room for my friend, a specia**st told me I could do that and help me made a reservation with a telephone recording. But now Hyatt says I cannot make reservations for others, is that paradoxical?
Sincerely,
Guangxu **

The hotel has contacted the guest and apologized for the inconveniences as well as processed a full refund.

The guest has been contacted by the hotel and corporate office. The guest is satisfied with the hotel's assistance with an upcoming trip to the property.

Initial Business Response /* (1000, 5, 2015/05/20) */
Contact Name and Title:[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@HYATT.COM
Hotel reached out to guest and the issues were resolved to the guest's satisfaction.
Initial Consumer Rebuttal /* (3000, 7,...

2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes the hotel agreed to issue my stay credits but I have only received "bonus" points not stay credits for the actual stay (night credits).
Final Business Response /* (4000, 9, 2015/05/29) */
Reached out to guest a second time and issue was resolved to his satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10944154, and find that this resolution is satisfactory to me.
Sincerely,
Clayton [redacted]

The hotel has attempted to contact the guest regarding the concerns that were outlined. The hotel has honored the guest's request for the refund.

Our property has contacted the guest and resolved this issue.

Initial Business Response /* (1000, 6, 2015/09/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hyatt.com
We have attempted to contact the guest multiple times to resolve the guests concerns with no response from the...

guest.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im sorry but my phone is with me 24/7 due to my work needs
Im cheking my voicemail evry 25 min
No phone call came or voice mail / text
Please contact me to my cell phone XXX-XXX-XXXX
Even if it going to voicemail please leave name and phone number and ill call back
Thank you
Final Consumer Response /* (2000, 12, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke to [redacted] from gust relation ( was super nice )
And agreed on $200 refund check that will be mailed to me in 3-4 weeks from the 9/8/15
And explain to her what need to be correct with hotel management
Thank you
Final Business Response /* (4000, 10, 2015/09/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hyatt.com
I have contacted the guest and resolved to his satisfaction.

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 his frustrations.