Gas explosion at Hyatt Churchill London (11/21/14)
Nov 23, 2014, 2:00 pm
#31
Suspended
Join Date: Feb 2004
Location: Washington DC
Programs: Delta Diamond, United IK, AA LifPLT, Hyatt Globalist, IHG PLT AMB, SPG Gold, Marriott Gold, Hilton G
Posts: 1,169
We just arrived today. I had gotten an email yesterday a couple of hours before we left to the airport, with instructions to go to the radisson blu across the street.
We arrived and a couple Hyatt were camped out in the lobby and confirmed our reservation. She talked into her walkie talkie and stated that we had been set up at the Hilton Park Lane nearby. I was too tired to argue, but they did say that they were covering the cost.
We were staying on points, so I was concerned about getting full value, or if they were just going to refund my points and leave me on my own. But they covered the cab to the Hilton, and we still got some platinum amenities (high room, great view, etc.)
The Hilton park lane is a really nice place ($486/night when I checked today), but I thought that Hyatt handled things really well. I was annoyed that I couldn't just confirm the new hotel before hand so we didn't have to trek to the radisson and leave again, but I also understand that during a crisis you deal with the problems right in front of you first.
The Hilton confirmed that everything was covered, and overall I'm really pleased how it all ended.
We arrived and a couple Hyatt were camped out in the lobby and confirmed our reservation. She talked into her walkie talkie and stated that we had been set up at the Hilton Park Lane nearby. I was too tired to argue, but they did say that they were covering the cost.
We were staying on points, so I was concerned about getting full value, or if they were just going to refund my points and leave me on my own. But they covered the cab to the Hilton, and we still got some platinum amenities (high room, great view, etc.)
The Hilton park lane is a really nice place ($486/night when I checked today), but I thought that Hyatt handled things really well. I was annoyed that I couldn't just confirm the new hotel before hand so we didn't have to trek to the radisson and leave again, but I also understand that during a crisis you deal with the problems right in front of you first.
The Hilton confirmed that everything was covered, and overall I'm really pleased how it all ended.
Nov 23, 2014, 4:22 pm
#32
Join Date: Feb 2005
Location: TPA
Programs: UA Global Services 3MM, Hyatt Lifetime Globalist
Posts: 2,927
The Hilton on Park Lane is my back-up go to hotel in London. The rooms are nice, the lounge is very nice, and the staff are great.
Nov 23, 2014, 5:06 pm
#33
Join Date: Nov 2001
Location: Washington, DC
Programs: UA1K MM, BA Gold, Hyatt LT Globalist, Bonvoy LTE, IHG Diam, HH Gold, Amtrak Sel Exec
Posts: 3,170
i feel really bad for them, but i'm also slightly frustrated.
i have a 2-night reservation starting Tuesday and called them today at the number they gave me to rebook (in Omaha) -- first they had no idea what to do and told me they'd call me back; then instead of calling me on the mobile number i gave them (since i'm travelling...) they called me at my home address.
then i called them back again. this time, they insisted i could only stay at the Andaz and didn't give me the hilton park lane option (even though i proactively suggested it). i'd love to stay at the Andaz sometime but it's super-inconvenient for what i need to do those three days and now everything else around it is really expensive so can't easily just rebook something else.
will deal with it tomorrow i guess (and i feel a bit guilty for even being frustrated by this) but was hoping for a little more help from them here.
i have a 2-night reservation starting Tuesday and called them today at the number they gave me to rebook (in Omaha) -- first they had no idea what to do and told me they'd call me back; then instead of calling me on the mobile number i gave them (since i'm travelling...) they called me at my home address.
then i called them back again. this time, they insisted i could only stay at the Andaz and didn't give me the hilton park lane option (even though i proactively suggested it). i'd love to stay at the Andaz sometime but it's super-inconvenient for what i need to do those three days and now everything else around it is really expensive so can't easily just rebook something else.
will deal with it tomorrow i guess (and i feel a bit guilty for even being frustrated by this) but was hoping for a little more help from them here.
Nov 23, 2014, 9:44 pm
#34
Suspended
Join Date: Feb 2004
Location: Washington DC
Programs: Delta Diamond, United IK, AA LifPLT, Hyatt Globalist, IHG PLT AMB, SPG Gold, Marriott Gold, Hilton G
Posts: 1,169
i feel really bad for them, but i'm also slightly frustrated.
i have a 2-night reservation starting Tuesday and called them today at the number they gave me to rebook (in Omaha) -- first they had no idea what to do and told me they'd call me back; then instead of calling me on the mobile number i gave them (since i'm travelling...) they called me at my home address.
then i called them back again. this time, they insisted i could only stay at the Andaz and didn't give me the hilton park lane option (even though i proactively suggested it). i'd love to stay at the Andaz sometime but it's super-inconvenient for what i need to do those three days and now everything else around it is really expensive so can't easily just rebook something else.
will deal with it tomorrow i guess (and i feel a bit guilty for even being frustrated by this) but was hoping for a little more help from them here.
i have a 2-night reservation starting Tuesday and called them today at the number they gave me to rebook (in Omaha) -- first they had no idea what to do and told me they'd call me back; then instead of calling me on the mobile number i gave them (since i'm travelling...) they called me at my home address.
then i called them back again. this time, they insisted i could only stay at the Andaz and didn't give me the hilton park lane option (even though i proactively suggested it). i'd love to stay at the Andaz sometime but it's super-inconvenient for what i need to do those three days and now everything else around it is really expensive so can't easily just rebook something else.
will deal with it tomorrow i guess (and i feel a bit guilty for even being frustrated by this) but was hoping for a little more help from them here.
Nov 23, 2014, 11:49 pm
#35
Join Date: Jul 2010
Location: RDU
Programs: AA EXP; Marriott Titanium; Globalist
Posts: 376
Notice on Churchill's website
I noticed this evening this is on their website:
Early morning on Saturday 22 November, Hyatt Regency London – The Churchill experienced a gas explosion in the hotel’s basement. Our top priority is the safety and wellbeing of our guests and associates. No guests were injured, but several hotel associates sustained injuries, four of whom were treated at area hospitals. As of 11 a.m. CT on Sunday, 23 November, one associate remains hospitalized with non-life threatening injuries.
We are currently working to provide guests with accommodations and are cooperating with local authorities to determine the extent of the damage at the hotel and to understand the cause of the incident.
The hotel is currently closed as those efforts continue. We apologize for the inconvenience to our guests and those with upcoming reservations at the hotel, and are grateful to the hotel staff and local authorities who are providing assistance at the site.
For Guests With Upcoming Reservations:
• Guests with arrival dates through 31 December 2014 will be contacted by our guest relations team to arrange alternate accommodations.
• Guests with arrival dates on 1 January 2015 or later will be notified of any changes after our assessment of the hotel early next week.
• Guests with reservations for any date may cancel at no charge if they wish to arrange for their own alternate accommodations.
Guests with questions or upcoming reservations should call 866-816-3868 or 402-593-5053 or tweet @HyattConcierge.
Early morning on Saturday 22 November, Hyatt Regency London – The Churchill experienced a gas explosion in the hotel’s basement. Our top priority is the safety and wellbeing of our guests and associates. No guests were injured, but several hotel associates sustained injuries, four of whom were treated at area hospitals. As of 11 a.m. CT on Sunday, 23 November, one associate remains hospitalized with non-life threatening injuries.
We are currently working to provide guests with accommodations and are cooperating with local authorities to determine the extent of the damage at the hotel and to understand the cause of the incident.
The hotel is currently closed as those efforts continue. We apologize for the inconvenience to our guests and those with upcoming reservations at the hotel, and are grateful to the hotel staff and local authorities who are providing assistance at the site.
For Guests With Upcoming Reservations:
• Guests with arrival dates through 31 December 2014 will be contacted by our guest relations team to arrange alternate accommodations.
• Guests with arrival dates on 1 January 2015 or later will be notified of any changes after our assessment of the hotel early next week.
• Guests with reservations for any date may cancel at no charge if they wish to arrange for their own alternate accommodations.
Guests with questions or upcoming reservations should call 866-816-3868 or 402-593-5053 or tweet @HyattConcierge.
Nov 24, 2014, 12:54 am
#36
Join Date: Aug 2001
Location: UK countryside
Posts: 1,031
I had a reservation for this week, starting today
Called the hotel's number direct yesterday and was put through to the Andaz but they couldn't access my reservation and put me through to the reservations line. They weren't particularly helpful - told me the Andaz was full for tonight and that I should cancel my reservation and find alternative accommodations myself. No mention of finding another hotel for me or going to the Radisson.
As it happens I did find another hotel but will obviously miss out on the HGP points and Diamond benefits.
Called the hotel's number direct yesterday and was put through to the Andaz but they couldn't access my reservation and put me through to the reservations line. They weren't particularly helpful - told me the Andaz was full for tonight and that I should cancel my reservation and find alternative accommodations myself. No mention of finding another hotel for me or going to the Radisson.
As it happens I did find another hotel but will obviously miss out on the HGP points and Diamond benefits.
Nov 24, 2014, 2:41 am
#37
Join Date: Dec 2012
Location: LGW
Programs: BA Silver, EY Gold, TK Elite, Hyatt Platinum
Posts: 420
I noticed this evening this is on their website:
Early morning on Saturday 22 November, Hyatt Regency London – The Churchill experienced a gas explosion in the hotel’s basement. Our top priority is the safety and wellbeing of our guests and associates. No guests were injured, but several hotel associates sustained injuries, four of whom were treated at area hospitals. As of 11 a.m. CT on Sunday, 23 November, one associate remains hospitalized with non-life threatening injuries.
We are currently working to provide guests with accommodations and are cooperating with local authorities to determine the extent of the damage at the hotel and to understand the cause of the incident.
The hotel is currently closed as those efforts continue. We apologize for the inconvenience to our guests and those with upcoming reservations at the hotel, and are grateful to the hotel staff and local authorities who are providing assistance at the site.
For Guests With Upcoming Reservations:
• Guests with arrival dates through 31 December 2014 will be contacted by our guest relations team to arrange alternate accommodations.
• Guests with arrival dates on 1 January 2015 or later will be notified of any changes after our assessment of the hotel early next week.
• Guests with reservations for any date may cancel at no charge if they wish to arrange for their own alternate accommodations.
Guests with questions or upcoming reservations should call 866-816-3868 or 402-593-5053 or tweet @HyattConcierge.
Early morning on Saturday 22 November, Hyatt Regency London – The Churchill experienced a gas explosion in the hotel’s basement. Our top priority is the safety and wellbeing of our guests and associates. No guests were injured, but several hotel associates sustained injuries, four of whom were treated at area hospitals. As of 11 a.m. CT on Sunday, 23 November, one associate remains hospitalized with non-life threatening injuries.
We are currently working to provide guests with accommodations and are cooperating with local authorities to determine the extent of the damage at the hotel and to understand the cause of the incident.
The hotel is currently closed as those efforts continue. We apologize for the inconvenience to our guests and those with upcoming reservations at the hotel, and are grateful to the hotel staff and local authorities who are providing assistance at the site.
For Guests With Upcoming Reservations:
• Guests with arrival dates through 31 December 2014 will be contacted by our guest relations team to arrange alternate accommodations.
• Guests with arrival dates on 1 January 2015 or later will be notified of any changes after our assessment of the hotel early next week.
• Guests with reservations for any date may cancel at no charge if they wish to arrange for their own alternate accommodations.
Guests with questions or upcoming reservations should call 866-816-3868 or 402-593-5053 or tweet @HyattConcierge.
I have a reservation for New Years Eve, does that come under under the 1st point or the second?
Is it better to just cancel and book something else myself? Problem with that is the prices are crazy for 31st now
Nov 24, 2014, 4:13 am
#38
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Join Date: Sep 2010
Location: Auckland NZ
Programs: SQ TPPS, EK Gold, IHG RA, Marriott Gold Hyatt Diamond, HHonors Gold, UA Premier Gold, TG Silver
Posts: 1,092
Since when is 31 Dec not New Year's Eve (in the UK?)
Nov 24, 2014, 9:01 am
#39
Join Date: May 2008
Location: MEL
Programs: QF OWE, HH D, HGP D, Starriott Plat, AA/LM/SQ/VA/QF/AS/BA
Posts: 251
My reservation for three nights from 26-Nov was transferred over to the Andaz this morning via email without any interaction. Bit of a nuisance for me given the location and lack of Club Lounge.
I guess if there's any positive its that my points + cash booking seems to have refunded the points component in my GP balance. There's no transaction or entry to explain the unexpected increase so I can't be certain if this is related. If so, I wonder if they will seek to recover the points or simply leave them with guests who were affected as a gesture of goodwill.
I guess if there's any positive its that my points + cash booking seems to have refunded the points component in my GP balance. There's no transaction or entry to explain the unexpected increase so I can't be certain if this is related. If so, I wonder if they will seek to recover the points or simply leave them with guests who were affected as a gesture of goodwill.
Nov 24, 2014, 9:12 am
#40
Join Date: Oct 2011
Posts: 4,964
.....
Last edited by angatol; Mar 1, 2015 at 1:44 am
Nov 24, 2014, 9:24 am
#41
Suspended
Join Date: Feb 2004
Location: Washington DC
Programs: Delta Diamond, United IK, AA LifPLT, Hyatt Globalist, IHG PLT AMB, SPG Gold, Marriott Gold, Hilton G
Posts: 1,169
I had already sorted out my immediate reservation, but received the following email this morning, and two cancellation of December ward reservations with points going back into account.
Dear ,
Greetings from London.
As you may have heard, Hyatt Regency London The Churchill experienced a small gas explosion in the basement on Friday, 21st November. Twelve Hyatt associates are being treated for injuries. No guests were injured, and all guests were evacuated to nearby hotels. Hyatt's top priority is the safety and wellbeing of our guests and associates, and we are currently working to provide guests with accommodations while we evaluate whether the hotel received any significant damage.
While we deal with this extremely difficult situation, we unfortunately will not be able to accommodate any guests from now until Monday, 01st December 2014 meaning all bookings arriving over this time will be cancelled. We will also not be taking any future reservation inquiries until further notice.
Please accept out sincere apologies for any inconvenience caused and should there be anything please do not hesitate to contact us.
Kind regards,
The Churchill Team,
While it says Dec 1, my future reservations which were cancelled were for later in December, so I think the date really is Dec 31. I understand Andaz is full. I think if you can find other reservaitons, you should book them. What a mess!
Dear ,
Greetings from London.
As you may have heard, Hyatt Regency London The Churchill experienced a small gas explosion in the basement on Friday, 21st November. Twelve Hyatt associates are being treated for injuries. No guests were injured, and all guests were evacuated to nearby hotels. Hyatt's top priority is the safety and wellbeing of our guests and associates, and we are currently working to provide guests with accommodations while we evaluate whether the hotel received any significant damage.
While we deal with this extremely difficult situation, we unfortunately will not be able to accommodate any guests from now until Monday, 01st December 2014 meaning all bookings arriving over this time will be cancelled. We will also not be taking any future reservation inquiries until further notice.
Please accept out sincere apologies for any inconvenience caused and should there be anything please do not hesitate to contact us.
Kind regards,
The Churchill Team,
While it says Dec 1, my future reservations which were cancelled were for later in December, so I think the date really is Dec 31. I understand Andaz is full. I think if you can find other reservaitons, you should book them. What a mess!
Nov 24, 2014, 9:39 am
#42
Join Date: Jan 2010
Location: Stockholm, Sweden + Austin, Tx
Programs: "But, I'm a GLOBALIST guest...."
Posts: 2,848
I had already sorted out my immediate reservation, but received the following email this morning, and two cancellation of December ward reservations with points going back into account.
Dear ,
Greetings from London.
As you may have heard, Hyatt Regency London The Churchill experienced a small gas explosion in the basement on Friday, 21st November. Twelve Hyatt associates are being treated for injuries. No guests were injured, and all guests were evacuated to nearby hotels. Hyatt's top priority is the safety and wellbeing of our guests and associates, and we are currently working to provide guests with accommodations while we evaluate whether the hotel received any significant damage.
While we deal with this extremely difficult situation, we unfortunately will not be able to accommodate any guests from now until Monday, 01st December 2014 meaning all bookings arriving over this time will be cancelled. We will also not be taking any future reservation inquiries until further notice.
Please accept out sincere apologies for any inconvenience caused and should there be anything please do not hesitate to contact us.
Kind regards,
The Churchill Team,
While it says Dec 1, my future reservations which were cancelled were for later in December, so I think the date really is Dec 31. I understand Andaz is full. I think if you can find other reservaitons, you should book them. What a mess!
Dear ,
Greetings from London.
As you may have heard, Hyatt Regency London The Churchill experienced a small gas explosion in the basement on Friday, 21st November. Twelve Hyatt associates are being treated for injuries. No guests were injured, and all guests were evacuated to nearby hotels. Hyatt's top priority is the safety and wellbeing of our guests and associates, and we are currently working to provide guests with accommodations while we evaluate whether the hotel received any significant damage.
While we deal with this extremely difficult situation, we unfortunately will not be able to accommodate any guests from now until Monday, 01st December 2014 meaning all bookings arriving over this time will be cancelled. We will also not be taking any future reservation inquiries until further notice.
Please accept out sincere apologies for any inconvenience caused and should there be anything please do not hesitate to contact us.
Kind regards,
The Churchill Team,
While it says Dec 1, my future reservations which were cancelled were for later in December, so I think the date really is Dec 31. I understand Andaz is full. I think if you can find other reservaitons, you should book them. What a mess!
Nov 24, 2014, 10:20 am
#43
Join Date: Jul 2010
Location: RDU
Programs: AA EXP; Marriott Titanium; Globalist
Posts: 376
New reservations for us in mid December (12/12 to 12/22) have shown up for us at the Andaz in my profile. they did keep the original reservations. was on DSU but it looks like they only were able to honor this for part of the stay as I had broken up into two reservations. No email.
Nov 24, 2014, 10:22 am
#44
Join Date: Aug 2000
Location: Seattle, WA
Programs: Alaska 100K - MM, defender of shoes on the carpeted bulkhead 4ever, AA LT PLT, Hyatt Glob, HH Dia
Posts: 7,447
Gas explosion at Hyatt Churchill London (11/21/14)
Our reservation was also transferred to AndaZ. I don't mind too much as its way closer to St John and Spitalfields.
Nov 24, 2014, 10:44 am
#45
Join Date: May 2008
Location: MEL
Programs: QF OWE, HH D, HGP D, Starriott Plat, AA/LM/SQ/VA/QF/AS/BA
Posts: 251
Let's hope others can also reach some sort of mutual agreement... This generosity and flexibility from the property is one of the reasons I continue to spend with Hyatt as my primary chain.
We can relocate your reservation to a NON Hyatt property near the Hyatt Regency Churchill and honor the 89 GBP rate per night with a selection at one of the following properties:
Langham London Hotel
Landmark London Hotel
Hilton Park Lane
Intercontinental Park Lane
Marriott Park Lane
Or if you prefer to keep your reservation at the Andaz Liverpool, as a good will gesture we are happy to credit your Hyatt Gold Passport account 30,000 points.
Langham London Hotel
Landmark London Hotel
Hilton Park Lane
Intercontinental Park Lane
Marriott Park Lane
Or if you prefer to keep your reservation at the Andaz Liverpool, as a good will gesture we are happy to credit your Hyatt Gold Passport account 30,000 points.