It started with the front desk not being able to locate the reservation since they claimed Hyatt is a third party and their systems didn’t talk to each other. Next they were unwilling to help locate the reservation and forced me to call Hyatt to resolve this.
There was no manager available to speak to at the hotel. Finally once they had the reservation, the hotel tried to charge me for a points reservation. I was givinen a room on the 3rd floor over looking the roof/air conditioning of a 50 floor building when my World of Hyatt profile has a high floor preference.
The hotel was unwilling to do anything about the above issues, so after I checked out I called World of Hyatt customer service and explained all these issues to the agent who was very understanding and appalled by the hotel’s behavior about this.
For our two night stay we redeemed 24,000 points since it’s a Category 3 property running 12,000 points per night. The agent proactively refunded back the 24,000 points and gave an additional 30,000 points as a goodwill gesture. I was extremely impressed with by the response and was hoping just to get our points back.
It’s great to see that Hyatt customer service stands behind their hotels, so if you ever have a challenge with one of their hotels, and you’re not getting anywhere at the property level, don’t hesitate to contact World of Hyatt customer service after your stay, where you can file a formal complaint, and likely receive some compensation from their corporate team.
Again, I’m very satisfied with the way Hyatt handled my complaint, however I still wouldn’t recommend the Ocean Resort for World of Hyatt members until they can get their act together especially if you’re redeeming points or have elite status.
Have you ever contacted World of Hyatt customer service before? Feel free to share your experiences in the comments below.