wanderlust7
DIS Veteran
- Joined
- Mar 10, 2015
This experience soured me a bit with Hyatt. I specifically called to let them know our new arrival time and made sure they saved our room. The front desk assured me it's ok, no worries. If they told me then that I would be charged the 1st night in cash, I would even be ok. The front desk manager told me it's up to Hyatt, there's nothing they can do. I tweeted Hyatt and they opened a case # for me and said they'll reach out to the hotel management team. I haven't seen any follow up message, but my card hasn't been charged or points refunded. Fingers crossed it's all behind me now!
I think all the hotel chains have similar policies, unfortunately. I would think an individual hotel has discretion in whether to enforce it, so it was disappointing to hear that a manager told you you'd be charged even knowing the circumstances. I'm glad you haven't been charged and fingers crossed it stays that way!