World of Hyatt Customer Service Issues

I recently spoke with a call center supervisor named Frank about my upcoming trip to Mexico. I had initially booked a room through Agoda.com, and I wanted to add an all-inclusive package. The agent who helped me add my reservation to my World of Hyatt account quickly and professionally. However, I noticed a high service charge on my reservation. When I asked about it, I was told it was for "Service Charges," but the explanation was unclear. Frank later explained that Mexico hotels charge these fees to support minimum wage employees. His response felt insincere and unprofessional. He suggested I contact the third-party booking site for answers, which didn't sit right with me. This interaction made me reconsider adding the all-inclusive package and possibly booking with Hyatt in the future. I believe customers, regardless of booking method, should be respected equally. This experience has left me unsure about having a loyal relationship with Hyatt in the future.

Hello, earlier this year, I had a concerning experience at Hyatt House in Dallas. The manager entered our room abruptly while I was entering information, causing a disruption. Despite receiving credit for 3 days from World of Hyatt customer service due to the disturbance, the remaining 3 days and an incorrect parking charge were not resolved. Additionally, during our stay, both my guest and I contracted the coronavirus. The overall experience was stressful, with issues like frozen pipes, water leaks, and elevator malfunctions. I kindly request the remaining 3 days to be credited and am willing to accept the parking charge. Thank you.

Earlier this year, the manager at Hyatt House in Dallas abruptly entered our room while I was entering information from a gift card I had someone purchase for me due to being busy with work. World of Hyatt customer service refunded me with 24k points for 3 days, advising me to contact the front desk for the remaining days. During our stay, other issues arose including water from frozen pipes in Dallas, fire alarms, and getting coronavirus. Despite this, I have been unable to get the remaining days credited back or the $69 parking fee reimbursed when we did not have a car. I am requesting Hyatt to credit me for the 3 additional days and possibly offer extra points for the parking charge due to the unpleasant experience caused by the unprofessional management, including elevator safety concerns.

Hello, I'm Jackie from the South Dakota Dept. of Emergency Management. Our Director's flight to a convention has been canceled twice, causing her to miss most of her meetings in Kentucky. Unfortunately, she won't be able to make it and needs to cancel her reservations at the Hyatt for tonight and tomorrow night (29th and 30th) under the name Tina Titze with reservation #[redacted]2. Despite the 24-hour cancelation policy, could we please make an exception due to the last-minute nature of the change? I kindly request to cancel her stay as soon as possible.

My member number is G[redacted]41, Cecil Drew Miller. I've been attempting to log in but haven't received the password reset email. I believe you have my old SAIC email from when I was there before retiring. My current email is [redacted] Any help with accessing my account is welcomed. I frequently visit South Korea and usually stay at your Hyatt at Incheon airport. Thank you, C. Drew Miller.

I have an award certificate expiring on 12/31/21. I recently requested a 90-day extension by calling in. Despite providing my Hyatt member number [redacted]68A, the representative aggressively asked for my credit card details, displaying rude behavior. This uncharacteristic interaction led me to abruptly end the call. This is not the service quality we expect from Hyatt. Is there a possibility to extend the expiration date as requested? Thank you, E. Jarosz.

I have been a loyal customer of Hyatt Hotels for five years. Due to the pandemic, my travel has been limited since January [redacted]. Recently, I received an email stating that all my loyalty points will be nullified by December 31, [redacted]. I am disappointed by this decision, as it does not encourage loyalty. In the past, when a competitor attempted a similar action, I boycotted their chain and removed their brands from our approved hotels list. I work as an IT consultant for Fortune [redacted] clients and have some influence. I tried contacting Hyatt's customer service representatives using the provided phone numbers, but no one answered, and the wait times were excessive. The IVR guidance to use the hyatt.com/chat feature was unsuccessful. I eventually submitted a comment on the help.hyatt.com website. Hyatt's lack of accessibility for customers like me is disappointing. This approach does not support loyal customers, and it seems like Hyatt is intentionally expiring loyalty points. I believe the points expiry should be postponed until travel restrictions are lifted, as these points were rightfully earned and should not be revoked arbitrarily. Sincerely, PR

I made a reservation for my husband and myself at The Elms Hotel and Spa in Excelsior Springs, MO. I booked it for October 27th, with a stay on the night of October 29th and spa services scheduled for 3:00 on October 30th. Despite doing the spa bookings over the phone, I did the room reservation online but the confirmation email showed the wrong date, indicating it was for that same night of the 27th. I tried to correct it to no avail. I contacted the reservations department by phone, but they insisted on a 72-hour cancellation policy. I had to cancel the reservation altogether. Unfortunately, I was still charged. To my surprise, I received an email thanking me for my stay at the Hyatt, which I did not stay at. The reservation was under Dr. Greggory Boyd for the wrong date. I am requesting the charge to be removed immediately and will be disputing it with my credit card company. Please address this matter promptly. Thank you.