WWYD re: Hyatt retroactively seeking payment?
Just received an email regarding a stay which was completed at Hyatt Place Amsterdam, 45 days ago.
"Unfortunately, your arrival time was at 3:00 AM, and as we did not receive prior notice of your late check-in, our system automatically canceled your reservations. As a result, the World of Hyatt points you used to pay for your stay were refunded back to your account.
We kindly request that you settle the bill for your 4 rooms, which can no longer be paid with points. The total amount due is EUR 736.00"
I replied back that
1. I informed them prior that we would have a very late check-in and specifically requested they hold our rooms
2. When we arrived, they informed us that the system cancelled, but that it wasn't a problem and they got everything squared away.
3. I physically checked out at the front desk in the morning and was not informed of any balance outstanding.
Essentially, I've asked what they are going to do to rectify their team's mistakes, as the guest, I did everything I could be expected to do.
I don't have an issue either paying with the points I thought I'd paid with or paying what I think the points are worth, which is $390 USD, not the $822USD they are requesting. I don't believe I presented a cc at check-in, but my CSR is tied to the Hyatt reservation. I'm not trying to get anything for free, but don't think I should be expected to pay an arbitrary amount.