Reservation Canceled by System Error
Apr 13, 2010 | 7:05 pm
#1
Original Poster
Join Date: Feb 2006
Location: Scottsdale, AZ
Programs: SWA A-List Preferred & Companion Pass, SPG Plat, Hyatt Diamond, Hertz Prez Circle
Posts: 132
Reservation Canceled by System Error
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.
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.
Apr 14, 2010 | 8:21 am
#2
Join Date: Jan 2008
Location: East/West/Hawaii
Programs: Chairman USAirways, Hyatt Lifetime Diamond, Marriott Platinum, United Global Serv, Hertz Presidents
Posts: 68
There is too much grey area in this to make a strong case for either side. (not saying you did) but you could just have easily cancelled the reservation yourself for any unknown reason (there would be many, believe me) and then decided to show up instead because it worked out or whatever.
Seems to me that you need to let this one go, as employee time will be better spent. You would have got an email confirmation of the cancellation to your email on file as well informing you of the cancellation at which time you would have called up immediately to inform them of this error. I book 200 hotel nights a year and have never heard of this happening or had this happen inadvertently.
Again, not calling you out or placing the blame on anyone here - but you were placed at a hotel for the night and just chalk this one up as a bummer on whatever end actually happened.
There is no proof who/what/where/when/why the cancelled reservation so to look for points and bonuses and stay credits and half credit toward a free night shows me that you are in this just to benefit.
That doesn't sit too well after reading that part. You already know exactly what you want instead of letting the company asses the issue and handle it as they see fit.
Stay well,
T
Seems to me that you need to let this one go, as employee time will be better spent. You would have got an email confirmation of the cancellation to your email on file as well informing you of the cancellation at which time you would have called up immediately to inform them of this error. I book 200 hotel nights a year and have never heard of this happening or had this happen inadvertently.
Again, not calling you out or placing the blame on anyone here - but you were placed at a hotel for the night and just chalk this one up as a bummer on whatever end actually happened.
There is no proof who/what/where/when/why the cancelled reservation so to look for points and bonuses and stay credits and half credit toward a free night shows me that you are in this just to benefit.
That doesn't sit too well after reading that part. You already know exactly what you want instead of letting the company asses the issue and handle it as they see fit.
Stay well,
T
Apr 14, 2010 | 1:20 pm
#3
Join Date: Feb 2010
Programs: KLM Gold/MS Elite/LH FTL/HH Gold/Accor PLAT/IHG Plat Ambassador/CC Gold
Posts: 561
Hm really strange, because another strange thing happend to my account on monday.
I am also Diamond and checked my reservations because I have a lot upcoming stays in the next month.
I found a four night stay at the GH Berlin in June there.
I never did this reseravtion and not planing to stay there...rate was really high...180 Euro per night, cancelable 40 days in advance???
What is that?
Really, never did that reservation...
I cancelled it...luckly there are more than 40 days left...and get no confirmation about the cancelled booking...nothing...but it disapeared...
Isnt that strange?
Anyone else had something like that?
I am also Diamond and checked my reservations because I have a lot upcoming stays in the next month.
I found a four night stay at the GH Berlin in June there.
I never did this reseravtion and not planing to stay there...rate was really high...180 Euro per night, cancelable 40 days in advance???
What is that?
Really, never did that reservation...
I cancelled it...luckly there are more than 40 days left...and get no confirmation about the cancelled booking...nothing...but it disapeared...
Isnt that strange?
Anyone else had something like that?
Apr 14, 2010 | 1:45 pm
#4
Join Date: Jan 2005
Programs: UA GOLD MM,WN CP A+list, HH Gold,MR LT Titanium
Posts: 2,184
There is too much grey area in this to make a strong case for either side. (not saying you did) but you could just have easily cancelled the reservation yourself for any unknown reason (there would be many, believe me) and then decided to show up instead because it worked out or whatever.
Seems to me that you need to let this one go, as employee time will be better spent. You would have got an email confirmation of the cancellation to your email on file as well informing you of the cancellation at which time you would have called up immediately to inform them of this error. I book 200 hotel nights a year and have never heard of this happening or had this happen inadvertently.
Again, not calling you out or placing the blame on anyone here - but you were placed at a hotel for the night and just chalk this one up as a bummer on whatever end actually happened.
There is no proof who/what/where/when/why the cancelled reservation so to look for points and bonuses and stay credits and half credit toward a free night shows me that you are in this just to benefit.
That doesn't sit too well after reading that part. You already know exactly what you want instead of letting the company asses the issue and handle it as they see fit.
Stay well,
T
Seems to me that you need to let this one go, as employee time will be better spent. You would have got an email confirmation of the cancellation to your email on file as well informing you of the cancellation at which time you would have called up immediately to inform them of this error. I book 200 hotel nights a year and have never heard of this happening or had this happen inadvertently.
Again, not calling you out or placing the blame on anyone here - but you were placed at a hotel for the night and just chalk this one up as a bummer on whatever end actually happened.
There is no proof who/what/where/when/why the cancelled reservation so to look for points and bonuses and stay credits and half credit toward a free night shows me that you are in this just to benefit.
That doesn't sit too well after reading that part. You already know exactly what you want instead of letting the company asses the issue and handle it as they see fit.
Stay well,
T
OP-I do not think your request is unreasonable. Quite the contrary-you are being very fair simply asking for what you would have earned at the Hyatt.
I do not know how the system would allow them to give you stay credit,but they can certainly give you the equivalent points you would have earned as a customer service adjustment.
Apr 14, 2010 | 5:36 pm
#5
Original Poster
Join Date: Feb 2006
Location: Scottsdale, AZ
Programs: SWA A-List Preferred & Companion Pass, SPG Plat, Hyatt Diamond, Hertz Prez Circle
Posts: 132
...so to look for points and bonuses and stay credits and half credit toward a free night shows me that you are in this just to benefit.
That doesn't sit too well after reading that part. You already know exactly what you want instead of letting the company asses the issue and handle it as they see fit.
That doesn't sit too well after reading that part. You already know exactly what you want instead of letting the company asses the issue and handle it as they see fit.
I work in an industry were problems are common and I always appreciate when a client comes to me with a solution that will rectify the situation and make them happy instead of having me guess what will make them happy, which is why I always have a proposed solution in mind prior to making a complaint. I understand you feel differently and that's cool.
I do appreciate you taking the time to provide feedback.
Warmest,
Jefe
Last edited by el_jefe; Apr 14, 2010 at 5:37 pm Reason: sp
Apr 14, 2010 | 10:08 pm
#6
Ambassador: World of Hyatt
Join Date: Apr 2000
Location: San Diego,CA
Posts: 11,214
If the OP is 100% certain that they or the travel agent never canceled the reservation they have a case IMO.
However Hyatt at some point should be able to fully trace down the res trail at some point and look at the history as who how when & what..............
If central reservations canceled it who was the party who canceled/authorised it?They always check details/ information before canceling
It is at the very least a broken contract. That is if Hyatts at fault and the OP or the travel agent wasn't in anyway the the cause of the problem or had anything to do with the cancelation......
If it were me and the fact was I had nothing to do with the issue its enough to cancel all my future business with the chain without a reasonable good will gesture equal to a walk policy.......
Unrelated or related Hyatt has some serious problems internally with information management.
Hyatt.com also has the most serious problems IMO of any hotel website with repeated technical and systemic failures .....
These comments above have nothing to do with which hotel website I like better its about having a functioning site.
I like Hyatt.com but its being managed very poorly and for far too long
Perhaps off topic from the website
Last week a number of my upcoming reservations couldn't be found on Hyatt.com
Either an agent.the hotel or the system kicked my GP number out of the system on numerous reservations
Now I booked them online and had all the confirmations with my GP number on all the bookings before they self destructed
However Hyatt at some point should be able to fully trace down the res trail at some point and look at the history as who how when & what..............
If central reservations canceled it who was the party who canceled/authorised it?They always check details/ information before canceling
It is at the very least a broken contract. That is if Hyatts at fault and the OP or the travel agent wasn't in anyway the the cause of the problem or had anything to do with the cancelation......
If it were me and the fact was I had nothing to do with the issue its enough to cancel all my future business with the chain without a reasonable good will gesture equal to a walk policy.......
Unrelated or related Hyatt has some serious problems internally with information management.
Hyatt.com also has the most serious problems IMO of any hotel website with repeated technical and systemic failures .....
These comments above have nothing to do with which hotel website I like better its about having a functioning site.
I like Hyatt.com but its being managed very poorly and for far too long
Perhaps off topic from the website
Last week a number of my upcoming reservations couldn't be found on Hyatt.com
Either an agent.the hotel or the system kicked my GP number out of the system on numerous reservations
Now I booked them online and had all the confirmations with my GP number on all the bookings before they self destructed
Last edited by 777 global mile hound; Apr 15, 2010 at 5:20 pm
Apr 15, 2010 | 5:14 pm
#7
Join Date: Dec 2005
Posts: 22
my rant
:begin rant:
well this just happened to me today at the palm springs property. arrived at front desk (luckily at 2pm) they said that my reservation has been cancelled and that there's nothing they can do for me. ("fully committed" was the buzzword)
so I produced a copy of the printed confirmation from hyatt.com site from my briefcase, they took it out back. eventually i think there were 4 front desk agents out back trying to figure out what to do with me.
eventually I brought up the active reservation from hyatt.com site on my phone and showed it to the agent... he matched the numbers to the ones on the printout and shook his head in disbelief.
...so in all there's a 1/2 hour of my life that i'll never get back. you know, there are dcertainly some system issues here... perhaps when a property is oversold/"fully committed" the local reservation system just starts randomly dropping confirmations starting with diamond members first? (and i'm real diamond, not this cubic zirconium thing that they're currently giving out to anyone who calls the 800# and asks)
oh, and to top it off they were only able to provide me with a double bedded room even though I had a king confirmed... my fault as I didn't really want to argue the issue any further. aren't elite members guaranteed their bedding type? (or at least that's what's written on my confirmation print) always love when there's one of me and two beds in the room
i travel alot (not nearly as much as some of you) but still alot... and i've never had this happen before. sure i've been walked, and i've even been given a cot in a conference room. things happen, i understand. it's a numbers game. but here's a reservation still active and visible on hyatt.com, but at the property level - it's just gone... kind of unacceptable if you ask me.
and i agree with the other review thread that this place is pretty blah. (and the garage is downright scary - i switched to valet post-arrival) i'm hoping my weekend stay at grand champions goes a bit better.
:end rant:
well this just happened to me today at the palm springs property. arrived at front desk (luckily at 2pm) they said that my reservation has been cancelled and that there's nothing they can do for me. ("fully committed" was the buzzword)
so I produced a copy of the printed confirmation from hyatt.com site from my briefcase, they took it out back. eventually i think there were 4 front desk agents out back trying to figure out what to do with me.
eventually I brought up the active reservation from hyatt.com site on my phone and showed it to the agent... he matched the numbers to the ones on the printout and shook his head in disbelief.
...so in all there's a 1/2 hour of my life that i'll never get back. you know, there are dcertainly some system issues here... perhaps when a property is oversold/"fully committed" the local reservation system just starts randomly dropping confirmations starting with diamond members first? (and i'm real diamond, not this cubic zirconium thing that they're currently giving out to anyone who calls the 800# and asks)
oh, and to top it off they were only able to provide me with a double bedded room even though I had a king confirmed... my fault as I didn't really want to argue the issue any further. aren't elite members guaranteed their bedding type? (or at least that's what's written on my confirmation print) always love when there's one of me and two beds in the room
i travel alot (not nearly as much as some of you) but still alot... and i've never had this happen before. sure i've been walked, and i've even been given a cot in a conference room. things happen, i understand. it's a numbers game. but here's a reservation still active and visible on hyatt.com, but at the property level - it's just gone... kind of unacceptable if you ask me.
and i agree with the other review thread that this place is pretty blah. (and the garage is downright scary - i switched to valet post-arrival) i'm hoping my weekend stay at grand champions goes a bit better.
:end rant:
Apr 15, 2010 | 5:23 pm
#8
Ambassador: World of Hyatt
Join Date: Apr 2000
Location: San Diego,CA
Posts: 11,214
:begin rant:
well this just happened to me today at the palm springs property. arrived at front desk (luckily at 2pm) they said that my reservation has been cancelled and that there's nothing they can do for me. ("fully committed" was the buzzword)
so I produced a copy of the printed confirmation from hyatt.com site from my briefcase, they took it out back. eventually i think there were 4 front desk agents out back trying to figure out what to do with me.
eventually I brought up the active reservation from hyatt.com site on my phone and showed it to the agent... he matched the numbers to the ones on the printout and shook his head in disbelief.
...so in all there's a 1/2 hour of my life that i'll never get back. you know, there are dcertainly some system issues here... perhaps when a property is oversold/"fully committed" the local reservation system just starts randomly dropping confirmations starting with diamond members first? (and i'm real diamond, not this cubic zirconium thing that they're currently giving out to anyone who calls the 800# and asks)
oh, and to top it off they were only able to provide me with a double bedded room even though I had a king confirmed... my fault as I didn't really want to argue the issue any further. aren't elite members guaranteed their bedding type? (or at least that's what's written on my confirmation print) always love when there's one of me and two beds in the room
:end rant:
well this just happened to me today at the palm springs property. arrived at front desk (luckily at 2pm) they said that my reservation has been cancelled and that there's nothing they can do for me. ("fully committed" was the buzzword)
so I produced a copy of the printed confirmation from hyatt.com site from my briefcase, they took it out back. eventually i think there were 4 front desk agents out back trying to figure out what to do with me.
eventually I brought up the active reservation from hyatt.com site on my phone and showed it to the agent... he matched the numbers to the ones on the printout and shook his head in disbelief.
...so in all there's a 1/2 hour of my life that i'll never get back. you know, there are dcertainly some system issues here... perhaps when a property is oversold/"fully committed" the local reservation system just starts randomly dropping confirmations starting with diamond members first? (and i'm real diamond, not this cubic zirconium thing that they're currently giving out to anyone who calls the 800# and asks)
oh, and to top it off they were only able to provide me with a double bedded room even though I had a king confirmed... my fault as I didn't really want to argue the issue any further. aren't elite members guaranteed their bedding type? (or at least that's what's written on my confirmation print) always love when there's one of me and two beds in the room
:end rant:
Lets see the good news if any is you have a bed guarantee as a Diamond so you should be entitled to some points.
I believe 5000 points which might ease some of the pain.I would report the incident to Hyatt Consumer Affairs so someone can figure out where the chaos began
Cheers
Last edited by 777 global mile hound; Apr 15, 2010 at 11:49 pm
Apr 15, 2010 | 6:58 pm
#9
Original Poster
Join Date: Feb 2006
Location: Scottsdale, AZ
Programs: SWA A-List Preferred & Companion Pass, SPG Plat, Hyatt Diamond, Hertz Prez Circle
Posts: 132
Resolution:
Our wonderful FT GP Concierge, Karen, read my tale of woe and took care of the issue. She credited my account with 5000 points, which I think fairly compensates me for the issue based on this calculation:
1000 points for stay
500 point diamond amenity
2500 points for half a BWB
1000 points for my loss of stay credit since I doubt they can add one when I never really got to stay
----------
5000 points
Karen - thank you VERY MUCH for looking out for us here on FT. I appreciate it as I'm sure others do as well.
All better,
El Jefe
Our wonderful FT GP Concierge, Karen, read my tale of woe and took care of the issue. She credited my account with 5000 points, which I think fairly compensates me for the issue based on this calculation:
1000 points for stay
500 point diamond amenity
2500 points for half a BWB
1000 points for my loss of stay credit since I doubt they can add one when I never really got to stay
----------
5000 points
Karen - thank you VERY MUCH for looking out for us here on FT. I appreciate it as I'm sure others do as well.
All better,
El Jefe
Last edited by el_jefe; Apr 15, 2010 at 7:11 pm Reason: Problem Resolved
Apr 15, 2010 | 8:08 pm
#10
Join Date: Dec 2005
Posts: 22
thanks for the input el-jefe.
To be honest points are somewhat secondary - I have enough for my needs.
The real issue is that there's a problem with their systems - one that could possibly cause real issues with any of us in late arrival "fully committed" situations.
I thought a bit about this whole situation over some 'za at matchstick (thank you to whoever recommended that place) and then recalled a similar situation last fall at a summerfield suites in burlington, ma.
Same deal no record of my reservation - agent even had me cross the counter to see it on his terminal screen. Luckily I had a print of my confirmation w/number from hyatt.com in the car - but it didn't help as the reservation was still dead from his view. (now I know why I waste so many trees constructing these trip folders) In hyatt's defense it didn't sound like this happened often.
Luckily the property was pretty much empty and he just took another reservation that I had there a few weeks later, changed the date and checked me in. He took care of the whole issue in about 5 minutes, (and I believe it was at about 1am after a lengthy drive) so it really didn't stick in my mind until I dwelled on the subject over a few beers this afternoon. I now also do remember telling him that in probably 1,000 check-ins (Im young) it was the first time that I had arrived at a hotel that had no record of my reservation.
To be honest, the 1/2 hour this afternoon I spent standing at the check-in desk was complete crap, and the back room "team effort" to check me in was absolutely ridiculous in hindsight. (to boot I could tell that they really didn't want to give me back my printout... I had to request its return)
But at least the diamond amenity here was better than some trail mix and skittles and I do have a room for the night, so no real serious complaints. just a rambling rant
Find the issue, fix the issue. That's all I ask. The reservation still shows as active on hyatt.com under "my reservations" to this very second... so where exactly did it misconnect on its way to psp?
To be honest points are somewhat secondary - I have enough for my needs.
The real issue is that there's a problem with their systems - one that could possibly cause real issues with any of us in late arrival "fully committed" situations.
I thought a bit about this whole situation over some 'za at matchstick (thank you to whoever recommended that place) and then recalled a similar situation last fall at a summerfield suites in burlington, ma.
Same deal no record of my reservation - agent even had me cross the counter to see it on his terminal screen. Luckily I had a print of my confirmation w/number from hyatt.com in the car - but it didn't help as the reservation was still dead from his view. (now I know why I waste so many trees constructing these trip folders) In hyatt's defense it didn't sound like this happened often.
Luckily the property was pretty much empty and he just took another reservation that I had there a few weeks later, changed the date and checked me in. He took care of the whole issue in about 5 minutes, (and I believe it was at about 1am after a lengthy drive) so it really didn't stick in my mind until I dwelled on the subject over a few beers this afternoon. I now also do remember telling him that in probably 1,000 check-ins (Im young) it was the first time that I had arrived at a hotel that had no record of my reservation.
To be honest, the 1/2 hour this afternoon I spent standing at the check-in desk was complete crap, and the back room "team effort" to check me in was absolutely ridiculous in hindsight. (to boot I could tell that they really didn't want to give me back my printout... I had to request its return)
But at least the diamond amenity here was better than some trail mix and skittles
and I do have a room for the night, so no real serious complaints. just a rambling rant Find the issue, fix the issue. That's all I ask. The reservation still shows as active on hyatt.com under "my reservations" to this very second... so where exactly did it misconnect on its way to psp?