How does Hyatt handle being walked?
#1
Used to be hamajicky
Original Poster
Join Date: Feb 2003
Location: ATL
Posts: 790
How does Hyatt handle being walked?
Searched but did not see a thread on this. Does Hyatt have a policy on walking a guest, like Marriott? From reading their T&Cs, I don't think they do but would love to be corrected.
I have a stay at the HR Louisville coming up. The hotel was sold out but I got a guaranteed room and will be arriving around midnight, and in case I got walked I want to know what to expect (or not expect, however the case may be).
I have a stay at the HR Louisville coming up. The hotel was sold out but I got a guaranteed room and will be arriving around midnight, and in case I got walked I want to know what to expect (or not expect, however the case may be).
#2
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
Searched but did not see a thread on this. Does Hyatt have a policy on walking a guest, like Marriott? From reading their T&Cs, I don't think they do but would love to be corrected.
I have a stay at the HR Louisville coming up. The hotel was sold out but I got a guaranteed room and will be arriving around midnight, and in case I got walked I want to know what to expect (or not expect, however the case may be).
I have a stay at the HR Louisville coming up. The hotel was sold out but I got a guaranteed room and will be arriving around midnight, and in case I got walked I want to know what to expect (or not expect, however the case may be).
I would try to do the web checkin early in the day in order to secure a room.
#4
Join Date: Nov 2011
Location: California
Programs: Hyatt Global, Marriot Lifetime Titanium
Posts: 2,282
Searched but did not see a thread on this. Does Hyatt have a policy on walking a guest, like Marriott? From reading their T&Cs, I don't think they do but would love to be corrected.
I have a stay at the HR Louisville coming up. The hotel was sold out but I got a guaranteed room and will be arriving around midnight, and in case I got walked I want to know what to expect (or not expect, however the case may be).
I have a stay at the HR Louisville coming up. The hotel was sold out but I got a guaranteed room and will be arriving around midnight, and in case I got walked I want to know what to expect (or not expect, however the case may be).
If you want the benefits, if any, of being walked, then the later you show up the better. I've never been walked from a Hyatt, but I did have the experience of arriving in the wee hours and not getting points or night credits for the first night, as it was entered as a no-show even though I spent the evening, or what was left of it.
#6
I rather doubt you will be walked if you booked the rate that is used for guaranteeing status members a room when none are available at the time of booking.
But I also don't think that Hyatt has a standardised published policy.
But I also don't think that Hyatt has a standardised published policy.
#8
Join Date: Nov 2005
Location: SIN / SFO
Programs: UA GS, SQ PPS, Hyatt Globalist, Marriott Titanium, Hilton Diamond, Accor Gold
Posts: 1,215
Indeed. That rate is so absurdly expensive that any manager would much prefer to walk the no status family who booked six months ago for $149 a night on a AAA rate.
#9
Join Date: Oct 2009
Location: BNA
Programs: Hyatt Explorist, Bonvoy Plat, HHonors Diamond, DL Gold
Posts: 383
I was walked by a Hyatt hotel last week. I arrived at the hotel in the middle of the afternoon, quite close to the 3 PM check-in time. Although I had a printout of my reservation with me, the hotel did not have it in its system. I had a prepaid rate, which I booked a while before. At first, I was very, very upset. I was determined to not go anywhere, but that was no use. I was on vacation! This was the last thing I needed.
The reservations manager and I discussed other hotel options, and the Hyatt paid for my stay at a nearby hotel (non-Hyatt) of similar or better price and quality. My reservation was for a few days, so the stay at the other hotel was for only one night, for me to return to the Hyatt the next day.
While at the other hotel, I called Hyatt Platinum Customer Service (I'm a Chase CC Plat), told them my story about being walked. I asked what should I expect? The customer service agent told me that she would contact the Hyatt to find out what happened. She mentioned that there would likely be "compensation", but at no point did we discuss what that compensation would be. She then told me the hotel had a "maintenance emergency". Surely if this were the case, I would be more accepting of being walked because this would have been out of the hotel's control. Unfortunately, that was not the truth, as the hotel reservations manager later owned up to there being a mistake. I was more upset at Hyatt Customer Service for lying about the reason, than at the hotel. The other hotel treated me well. Sorry, I digress.
Anyway, back at the Hyatt after the first night away, I was upgraded to a better room. The manager and staff treated me very well after my check-in an earnest attempt to make my stay better. After my stay, the hotel compensated me by transferring Gold Passport points to my account, in the amount of 1 free night stay on point redemption for the hotel's Gold Passport category. Others may get more or less compensation, as this is probably arbitrary. I did not get stay credit for the night that I did not stay at the Hyatt. I *think* I may have received the points on my prepaid rate for the night away, but I would have to double check.
I left out the hotel name on purpose, because despite my anger at first, I was satisfied with the remediation efforts and compensation which followed. Yes, it is possible to get walked by Hyatt, and this is my recent experience. It better not happen again!
The reservations manager and I discussed other hotel options, and the Hyatt paid for my stay at a nearby hotel (non-Hyatt) of similar or better price and quality. My reservation was for a few days, so the stay at the other hotel was for only one night, for me to return to the Hyatt the next day.
While at the other hotel, I called Hyatt Platinum Customer Service (I'm a Chase CC Plat), told them my story about being walked. I asked what should I expect? The customer service agent told me that she would contact the Hyatt to find out what happened. She mentioned that there would likely be "compensation", but at no point did we discuss what that compensation would be. She then told me the hotel had a "maintenance emergency". Surely if this were the case, I would be more accepting of being walked because this would have been out of the hotel's control. Unfortunately, that was not the truth, as the hotel reservations manager later owned up to there being a mistake. I was more upset at Hyatt Customer Service for lying about the reason, than at the hotel. The other hotel treated me well. Sorry, I digress.
Anyway, back at the Hyatt after the first night away, I was upgraded to a better room. The manager and staff treated me very well after my check-in an earnest attempt to make my stay better. After my stay, the hotel compensated me by transferring Gold Passport points to my account, in the amount of 1 free night stay on point redemption for the hotel's Gold Passport category. Others may get more or less compensation, as this is probably arbitrary. I did not get stay credit for the night that I did not stay at the Hyatt. I *think* I may have received the points on my prepaid rate for the night away, but I would have to double check.
I left out the hotel name on purpose, because despite my anger at first, I was satisfied with the remediation efforts and compensation which followed. Yes, it is possible to get walked by Hyatt, and this is my recent experience. It better not happen again!
#10
Used to be hamajicky
Original Poster
Join Date: Feb 2003
Location: ATL
Posts: 790
How does Hyatt handle being walked?
The odd part is that the guarantee rate I booked wasn't completely out of line with what other hotels were charging. I booked a $299 rate and the Marriott next door is $269.
#13
Join Date: Jan 2009
Location: BKK
Posts: 6,741
Should be self-explanatory in the context of posts upthread.
Hotel cannot accommodate guest despite confirmed reservation. Hotel then arranges accommodation for the guest at another hotel.
A hotel should never walk an "elite", VIP, or otherwise loyal guest. Guests booking directly at higher rates, and particularly guests booking suites or premium room categories ought never be walked.
If walked, it should be to a property of equal or higher quality. If the walk constitutes a downgrade, significant compensation should be provided. Contrary to what the word would suggest, a "walked" guest should be provided with transportation at the hotel's expense as appropriate.
Hotel cannot accommodate guest despite confirmed reservation. Hotel then arranges accommodation for the guest at another hotel.
A hotel should never walk an "elite", VIP, or otherwise loyal guest. Guests booking directly at higher rates, and particularly guests booking suites or premium room categories ought never be walked.
If walked, it should be to a property of equal or higher quality. If the walk constitutes a downgrade, significant compensation should be provided. Contrary to what the word would suggest, a "walked" guest should be provided with transportation at the hotel's expense as appropriate.
Last edited by MikeFromTokyo; Jun 8, 2014 at 9:41 am