Originally Posted by
Matt4200
I see multiple issues on this front -
1) Calling the hotel directly feeds you to the reservations line. That line is mostly outsourced to India or other countries who basically only deal with booking new reservations.
2) It’s very easy to email both the hotel directly
”E-mail -
[email protected]” this is from their Hyatt.com page
Well, it’s not the OP who hired outsourced agents. Nor the hotel. And if the hotel is having difficulties proactively communicating with customers, perhaps everyone emailing them isn’t necessarily going to help. I could understand that the folks “on site” have other priorities.
Hyatt Corporate knows about the property closure, and they know who has reservations coming up at the property that are affected. They may not have the money from prepayments, but is there a reason why they could not reach out proactively to their affected customers and tell them that the reservation will be canceled and the money refunded? It’s their logo on the property (whether franchised or not) and it’s their website that the reservation was made on. And now it seems that their crappy handling of the situation is driving away the OP as a future customer. Their corporate strategy seems to be “asset light” and “service light”.
Originally Posted by
Troopers
I don't know...this fire was a historic catastrophic event. Companies can't/don't prepare for unprecedented events (9/11, Covid, Katrina).
I don’t agree. Yes, the cause was an unprecedented event, but entire hotels being unavailable for a period of time due to something unexpected probably happens more often than unprecedented events. Properties have fires, hurricanes hit the US every year, …. Earthquakes happen. Political events make travel impossible (in other countries).
Hyatt Corporate having a plan to deal with a large number of reservations when, for
whatever reason, a hotel cannot honor them, is not a too much to expect, IMO.