Hyatt House

The Hyatt House Raleigh North Hills misused credit card information to collect payment for a 5 night stay for out of town guests. The total price for this stay was $1099.41. Upon the guest arrival at this hotel the amount of $1099.41 was drafted from my account on July 18, 2016 at 5:26 pm. Later the money was back in my account as if no payment was made so the hotel was contacted and the hotel assistant [redacted] informed me that the payment for the stay somehow was charged to the guests card. This was the first mistake on their part. So after I explained that the payment was to be on my card as agreed upon she assured me that it was corrected. After checking my account the following day there was a charge of $889 from the hotel, again this was not authorized by me because I was told everything was in order and paid for. This $889 was only for 4 nights and the reservation and payment of $1099.41 was for 5 nights for July 18-July 23. At this point I had to go to the hotel personally to resolve this matter and I was again assured that everything was fine and there shouldn't be any more problems. After the guests checked out I received an email from this hotel showing a statement of a charge of $214 for a 1 night stay but this was charged to the guests card without their authorization. The manager [redacted] informed us that the only way to give the guests a refund is if I pay personally for that 5th night that the hotel staff had already assured me was taken care of. I believe that as a paying customer who had the full payment in my account upon the guests arrival I should not have to pay for the mistake of this hotel and their staff. This has NEVER happened to me anywhere else and this is not the first time its happened at this hotel. The same happened to my daughter when she stayed there in June. We thought we would try them again because another hotel was booked for that week but I will never ever stay at this hotel and I will not recommend it to any one else. I want the matter solved ASAP.Desired SettlementMy desired resolution is for this hotel to admit that someone on this staff made numerous mistakes in the handling of my personal account information as well as my out of town guests. I am demanding a refund from them to me and the guests. I will push this matter until I get my desired results.