I'm still a bit irritated about the events of last night and as you might expect, I'm looking for a bit of remuneration for my trouble.

Background: I made a reservation for the Hyatt Place El Paso (I am Diamond) in early March. I arrived at the property around midnight last night only to be told that my reservation had been canceled (not by me). When I inquired as to who may have canceled it, they could only tell me central reservations did it. The hotel was in an oversold scenario and all rooms had been checked in - they had already walked two guests to the Courtyard. I tries to call GP Diamond CS, but it was closed, so I called reservations who was ultimately able to track down a CS rep. The CS person was nice enough, but said the reservation was canceled online although there appeared to be some sort of error because my Gold Passport number was added to the reservation after it was canceled??!!? Anyway, he told me he was very sorry and offered to help me find another hotel, but then discovered that it was too late to search for same day reservations (res systems were now into the next day since it was now after midnight). He directed me back to the hotel to try and find another room, but I would have to pay for it since they weren't walking me, but rather my reservation was canceled. I didn't much care about that because I'm on company business and would be expensing the rate either way. They tried to get me at the Courtyard, but then told me the Courtyard had no hot water and wouldn't for another day (too bad for the people who were walked there earlier I guess). Everything else was sold out so I was booked into the Chase Suites near the Airport. This is NOT a nice place. Nevertheless, I was grateful to actually have a room somewhere and I was so tired I was able to sleep just fine on the nasty bed. I woke up the next day and went about my business and I'm now at the Hyatt Regency Albuquerque authoring this post.

Follow Up: I called Diamond Customer Service when I got here to talk to them about the events of last night. They were understandably apologetic. I asked for what I thought was a reasonable request, which was to have the points, bonuses, stay credit and BWB credited to my account as if I had actually stayed at the property last night. He said only a manager could make that call and he said he was unsure how they would post points and stay credit for a stay that never happened. He then said, I was actually better off sending an email than speaking with a manager and told me to email [email protected].

Question: Is the remuneration I'm requesting reasonable (or is it to little)? Is an email really the best way to handle this? If so, is that email address the best one to send a letter to?

Any advice is appreciated...

~ El Jefe

PS: I tried to address this with the property before leaving, but the only one there was the night audit lady who told me that since it wasn't the hotel that erroneously canceled the reservation, there was nothing she could do. I determined that there was no point in advancing the conversation further with her. She was very helpful, but had no real authority to do anything.