Hi All,

long time reader - first post on a rather difficult issue. Appreciate all input.

I’m currently staying here with family (wife, 2 kids) and actually have some issues that make me a bit unhappy. Not sure yet if I just have to adjust to “island service” level or if this is a bigger deal to really go after. Any advice?

I’m globalist and made a booking for 10 nights paying cash (member rate) for an ocean view junior king suite. When I was offered to checkin through the app, I saw that my reservation was changed to a resort view junior king suite which would actually be a downgrade (ocean front rooms and suites available according to app, but ok...), so I didn’t finish the checkin process. We got to the hotel really late at 5:30pm after traveling 18 hours total from Germany with two kids (which the hotel knew, because we booked transportation through them).

On the checkin form at the hotel, I saw again that the room assigned to us is in the category of a resort view junior suite. I confronted the agent and she argued, that the room actually would be on a higher floor (third of four) so we would have the ocean view. They still charged us the full price (even more, see below) for the reserved ocean view junior suite. We ended up in the main building over the lobby. It clearly is a resort view room, although you can see some ocean on the Horizont...

Our kids were super tired so I didn’t argue long and thought I figure it out with them later. When we got to the room, the sleeper bed was not set up. We called immediately and asked to send someone to set up the bed but it seriously took three calls and two hours until it was done. Our kids were over the limit to the Max as you can imagine and I was honestly super pissed. The room was officially booked for 4 people. What did they think where we’d sleep?

Last point is the charge. The prices quoted in the Hyatt app are in USD. When I got my creditcard back after the payment the lady gave me a payment slip and said, I’d have been charged in Pesos. I didn’t know the exchange rate so just left it there. When I checked later in the chase app (I have the Hyatt CC) I I saw that the charged me almost $200 more than what I got confirmed when I booked in USD, although the Hyatt CC has no transaction fee.

I went to the club lounge today and asked again about the room, but the lady (this time another one) said it was an error in the system and that they would consider our room actually an ocean view room.I find this disappointing and irritating. Downgrade, plus still being charged the better room price or even more.

What would you / should I do about this? Escalate? Contact Hyatt? Complain after checkout? Leave it and enjoy the vacation?

Other than that nice resort. Have a great one all.