Need help re: cancelled points reservation during the Olympics
Jul 20, 2012, 1:36 pm
#1
Original Poster
Join Date: Feb 2011
Posts: 769
Need help re: cancelled points reservation during the Olympics
Hi all,
So I had a reservation at the Andaz for five nights starting July 27th on points. Andaz says that the rate is nonrefundable, non-cancellable. However, I called Hyatt and had two seperate CSRs tell me you can cancel points reservations and there is not a charge. I had to move my London portion around due to work committments.
So I cancelled and get an email from the Andaz saying that I can't do that and they created a new paid reservation for me without my permission. On top of this, the CC they had on file was a hyatt card which I cancelled last year to get the Shappire or something. So they tried to charge the card twice but got rejected each time. So basically they have a reservation under my name without a CC.
Where it gets tricky is I still have a seperate reservation for one night on points after those five days that I still need. It's on a current AMEX that I use. I am afraid they'll try to charge that card, which I think would be fraud on top of creating a reservation for me without my permission. You can't charge one card, then when it doesn't work, charge the reservation to another card you were never given permission to use.
I tried talking to the Andaz people and the guy working in guest services said he'd try to talk to the CSRs who said I could cancel, etc. But it's been three days and no followup. I called today at 2 pm London time and evidently he had already gone home? Two days earlier he was working till 7 or 8 pm.
Thoughts? Since they dont have a valid CC, Im sure I can dispute. Worst case scenerio, I can't pay the $1000/night for five nights, esp of a reservation I am not staying at....help!
So I had a reservation at the Andaz for five nights starting July 27th on points. Andaz says that the rate is nonrefundable, non-cancellable. However, I called Hyatt and had two seperate CSRs tell me you can cancel points reservations and there is not a charge. I had to move my London portion around due to work committments.
So I cancelled and get an email from the Andaz saying that I can't do that and they created a new paid reservation for me without my permission. On top of this, the CC they had on file was a hyatt card which I cancelled last year to get the Shappire or something. So they tried to charge the card twice but got rejected each time. So basically they have a reservation under my name without a CC.
Where it gets tricky is I still have a seperate reservation for one night on points after those five days that I still need. It's on a current AMEX that I use. I am afraid they'll try to charge that card, which I think would be fraud on top of creating a reservation for me without my permission. You can't charge one card, then when it doesn't work, charge the reservation to another card you were never given permission to use.
I tried talking to the Andaz people and the guy working in guest services said he'd try to talk to the CSRs who said I could cancel, etc. But it's been three days and no followup. I called today at 2 pm London time and evidently he had already gone home? Two days earlier he was working till 7 or 8 pm.
Thoughts? Since they dont have a valid CC, Im sure I can dispute. Worst case scenerio, I can't pay the $1000/night for five nights, esp of a reservation I am not staying at....help!
Jul 20, 2012, 2:44 pm
#3
Join Date: Feb 2007
Programs: LH SEN
Posts: 45
It seems the cancellation policy is clear:
Room Description:
ANDAZ KING
Rate Description:
Gold Passport Award
Cancellation Policy:
Non Refundable/Full Prepayment/No Changes
Deposit Policy:
Deposit Required By July 20, 2012. Deposit By Credit Card Required. 4 Night(S) Deposit Will Be Charged To Credit Card.
But the current rate is only 390 Pounds per night not $1000
Room Description:
ANDAZ KING
Rate Description:
Gold Passport Award
Cancellation Policy:
Non Refundable/Full Prepayment/No Changes
Deposit Policy:
Deposit Required By July 20, 2012. Deposit By Credit Card Required. 4 Night(S) Deposit Will Be Charged To Credit Card.
But the current rate is only 390 Pounds per night not $1000
Jul 20, 2012, 2:50 pm
#4
Join Date: Jun 2007
Programs: UA, AA, LH, Hyatt, Hilton, Marriott, Hertz
Posts: 1,759
Exactly. It has been reported in the past that some of those award reservations at popular destinations and/or during high demand periods (like Olympics) may come with very stringent cancellation policies. For example, one of the my past award reservations had a 28 days advance cancellation policy. Try to locate your original confirmation email and figure out what the policy was at that time. If it is favorable to you then use that when talking with Andaz. Otherwise, hope that they let you get away with what you got so far (free cancellation outside the rules of the reservation).
Jul 20, 2012, 5:11 pm
#5
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Hi all,
So I had a reservation at the Andaz for five nights starting July 27th on points. Andaz says that the rate is nonrefundable, non-cancellable. However, I called Hyatt and had two seperate CSRs tell me you can cancel points reservations and there is not a charge. I had to move my London portion around due to work committments.
So I cancelled and get an email from the Andaz saying that I can't do that and they created a new paid reservation for me without my permission. On top of this, the CC they had on file was a hyatt card which I cancelled last year to get the Shappire or something. So they tried to charge the card twice but got rejected each time. So basically they have a reservation under my name without a CC.
Where it gets tricky is I still have a seperate reservation for one night on points after those five days that I still need. It's on a current AMEX that I use. I am afraid they'll try to charge that card, which I think would be fraud on top of creating a reservation for me without my permission. You can't charge one card, then when it doesn't work, charge the reservation to another card you were never given permission to use.
I tried talking to the Andaz people and the guy working in guest services said he'd try to talk to the CSRs who said I could cancel, etc. But it's been three days and no followup. I called today at 2 pm London time and evidently he had already gone home? Two days earlier he was working till 7 or 8 pm.
Thoughts? Since they dont have a valid CC, Im sure I can dispute. Worst case scenerio, I can't pay the $1000/night for five nights, esp of a reservation I am not staying at....help!
So I had a reservation at the Andaz for five nights starting July 27th on points. Andaz says that the rate is nonrefundable, non-cancellable. However, I called Hyatt and had two seperate CSRs tell me you can cancel points reservations and there is not a charge. I had to move my London portion around due to work committments.
So I cancelled and get an email from the Andaz saying that I can't do that and they created a new paid reservation for me without my permission. On top of this, the CC they had on file was a hyatt card which I cancelled last year to get the Shappire or something. So they tried to charge the card twice but got rejected each time. So basically they have a reservation under my name without a CC.
Where it gets tricky is I still have a seperate reservation for one night on points after those five days that I still need. It's on a current AMEX that I use. I am afraid they'll try to charge that card, which I think would be fraud on top of creating a reservation for me without my permission. You can't charge one card, then when it doesn't work, charge the reservation to another card you were never given permission to use.
I tried talking to the Andaz people and the guy working in guest services said he'd try to talk to the CSRs who said I could cancel, etc. But it's been three days and no followup. I called today at 2 pm London time and evidently he had already gone home? Two days earlier he was working till 7 or 8 pm.
Thoughts? Since they dont have a valid CC, Im sure I can dispute. Worst case scenerio, I can't pay the $1000/night for five nights, esp of a reservation I am not staying at....help!
Thank you so much for your message. If you will please direct message me with your information, I will be more than happy to work on your behalf.
Please let me know if you have any other questions or concerns.
Safe travels,
Dana M.
Jul 20, 2012, 9:57 pm
#6
Original Poster
Join Date: Feb 2011
Posts: 769
Opps, personal info.