Problem with reservation cancellations
 

There seems to be some problem with Hyatt with cancelled reservations still showing up in some local properties as active. In the last two weeks I’ve had two separate reservations at two separate properties (one at Hyatt SFO and one at Avia LB) where I had cancelled a reservation well in advance of arrival to make a new one where both the correct and the cancelled reservations showed up as active reservations when I checked in. The cancelled reservation did not show up in my upcoming reservations (online or in the iphone app) and I had a printed and emailed receipt of my cancellation in each case. But there seems to be some sort of bug in Hyatt’s reservation system where the local property is not being informed that the cancelled reservation has been cancelled in some cases.

In both cases the front desk had no problem re-cancelling the cancelled reservation and at the Avia Long Beach they mentioned something about this being an ongoing problem this week, especially on New Years Eve where they were sold out and some people show up with 2 or 3 reservations since their cancellations didn’t come through to their local reservation system.

Just wanted to make sure everyone was aware of this to be on the lookout and to make sure no one gets charged a no show fee if this happens for a reservation where all reservations have been cancelled!

Thanks for the heads up.

This is the main reason I have a separate email folder for cancellation confirmation emails from hotel chains and airlines. You never know when all of the details may not propagate through the system and you end up missing the refund or being charged for a no-show.

I had the same problem at SFO a few months ago. I canceled a two night booking and made a new one night reservation. When I went to check out they said I still had one more night but canceled it anyway.