Stay / Points Not Credited

Old May 30, 19, 1:06 am
  #1  
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Stay / Points Not Credited

I booked two rooms in Hyatt City of Dreams , Manila [For myself and a relative]

I was present at Check-In but couldn't be physically present for check out (as I was in a meeting). The check-out option was not available on the app thus I asked my relative to check-out for both of us.

He did so and settled the room with his credit card.

No stay / points were credited to my account. When I contacted Hyatt (thru messenger), they advised that I should have stayed and PAID for my room to be eligible for points and since the credit card used to settle the fees was not under my name, the stay was not eligible.

Is it really the way ?
tarek.h is offline  
Old May 30, 19, 1:28 am
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Yes. Member must pay.

This rule isn't always enforced, but after the fact there's little to be done.
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Old May 30, 19, 1:37 am
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Unfortunately, yes. Pretty sure that's the general rule across all hotel programs AFAIK. Looking at the Hyatt T&C's for earning points, it specifically points out that in order for a member to earn points, it must be in the member's name. The below excerpt was pulled from Hyatt website.

3. Charges Billed to Member. In order for a Member to earn points, the bill for qualifying charges must be in that Memberís name and the Member must personally pay for all charges (i.e., the charges are paid by the Member in cash, using a payment device for which the Member is the named account holder or an authorized signatory, or are billed back to Memberís company or organization for payment and are not settled to a master account/posting master). A Member will only earn points for qualifying charges after the Member completes his/her stay and is checked out of the applicable hotel, resort, or other participating property.

Did you not have a CC on file with Hyatt? Many times, I don't even check out unless I have issues with charges on my room. I just leave and hotels will just auto check you out after a certain time and charge your CC on file.
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Old May 30, 19, 4:57 am
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Originally Posted by easy_money View Post
...........Did you not have a CC on file with Hyatt? Many times, I don't even check out unless I have issues with charges on my room. I just leave and hotels will just auto check you out after a certain time and charge your CC on file.
Hyatt City of Dreams is in the Philippines. Banks in Philippines, and many other countries in Asia and Africa, will not allow charges without a signed or PIN verified slip.
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Old May 30, 19, 5:01 am
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Originally Posted by tarek.h View Post
.......He did so and settled the room with his credit card.........Is it really the way ?
Yes. That's the rules. How did you settle your bill with your relative? Did you reimburse him/her in cash? The way to reverse it is to pay for hotel bill yourself. Most hotels will work with you and re-billed your credit card while crediting back your relative's. Of course, you need to go back to Hyatt City of Dreams, perhaps on next trip, for this.
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Old May 31, 19, 7:23 am
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My credit card was on file but they wanted they physical card and my signature at check out ... (Not Logical as I could have checked out via the app had it been working)

Anyway, it was just a one night stay, I will just be more careful next time
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Old May 31, 19, 7:57 am
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Originally Posted by tarek.h View Post
(Not Logical as I could have checked out via the app had it been working)
It sounds like the app was working fine. Not all properties allow for remote checkout, for the same reason that they needed the physical card.
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Old May 31, 19, 8:07 am
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Originally Posted by mahasamatman View Post
It sounds like the app was working fine. Not all properties allow for remote checkout, for the same reason that they needed the physical card.
I wonder what would have happened if the OP just walked out of the hotel without checking out?
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Old May 31, 19, 8:10 am
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Originally Posted by Fly Me To The Moon View Post
I wonder what would have happened if the OP just walked out of the hotel without checking out?
In some places, the hotel would call the police.
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Old May 31, 19, 8:22 am
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Please. I leave without going by the desk all the time at hotels. That's why I leave my card on file, leave my card at check in, have it listed in my account, etc.
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Old May 31, 19, 8:47 am
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Originally Posted by antonius66 View Post
Please. I leave without going by the desk all the time at hotels. That's why I leave my card on file, leave my card at check in, have it listed in my account, etc.
This works fine *in MOST countries* but in some places, it's not allowed.
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Old May 31, 19, 12:57 pm
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Originally Posted by MSPeconomist View Post
This works fine *in MOST countries* but in some places, it's not allowed.
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Old May 31, 19, 12:58 pm
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Originally Posted by craigthemif View Post
Yes. Member must pay.

This rule isn't always enforced, but after the fact there's little to be done.
That's in the T&C of every hotel loyalty program I've ever belonged to.
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