Question Regarding Compensation
Oct 19, 2019 | 1:57 am
#1
Original Poster
Join Date: Oct 2019
Programs: WOH
Posts: 2
Question Regarding Compensation
Dear FT-ers
Thank you for reading this post.
A recent incident occurred with at a Hyatt property and I would appreciate your thoughts and feedback.
I had a Food and Beverage spending at the Grand Hyatt Singapore and as I was in a rush I did not provide them with my World of Hyatt account details at the time of payment.
Subsequently, I phoned Hyatt and asked how I could get the points credited. The agent told me to e-mail it to [email protected] which I did with an image of the bill attached in the e-mail. An agent from [email protected] told me to e-mail it direclty to the hotel and provided me with the e-mail address to send the information to. I forward the e-mail and attached the image of the bill as I was instructed to do.
One month later with still no reply from the hotel, I phoned into the Hyatt and informed them I was waiting on the points to be credited as it has been a month and nobody responded to my e-mail. I told the the agent on the phone I would like to speak with a manager and the agent connected me with a Guest Services agent at the Grand Hyatt Singapore and not a manager. Again I requested to speak to a manager and was then handed to a duty manager.
The duty manager told me that she could not take responsibility but she assured me she would forward the email to the relevant person in charge. The Assistant F&B director at the hotel eventually got back to me and apologized that the e-mail got sent to the wrong place and that he would provide a goodwill of 50 WOH points as a goodwill guesture as it equates to USD10 spending. I asked him if he could instead provide me with a USD10 credit instead and his reply was no and that I could use the 50 WOH points to spend on my dining bill in the future.
According to the redemption page 5000 WOH points equates to USD25, so I translate this into a goodwill gesture of USD0.25.
I phoned in again to Hyatt and was subsequently redirected to consumer affairs at Hyatt. I Informed agent at Consumer Affairs of what transpired and was told to e-mail my communication to them and provided me with the e-mail but told me that this matter will be left to the discretion of the Hotel.
Could I please ask for your thoughts and advise on what I should do pertaining to this matter?
Thank you
TYO
Thank you for reading this post.
A recent incident occurred with at a Hyatt property and I would appreciate your thoughts and feedback.
I had a Food and Beverage spending at the Grand Hyatt Singapore and as I was in a rush I did not provide them with my World of Hyatt account details at the time of payment.
Subsequently, I phoned Hyatt and asked how I could get the points credited. The agent told me to e-mail it to [email protected] which I did with an image of the bill attached in the e-mail. An agent from [email protected] told me to e-mail it direclty to the hotel and provided me with the e-mail address to send the information to. I forward the e-mail and attached the image of the bill as I was instructed to do.
One month later with still no reply from the hotel, I phoned into the Hyatt and informed them I was waiting on the points to be credited as it has been a month and nobody responded to my e-mail. I told the the agent on the phone I would like to speak with a manager and the agent connected me with a Guest Services agent at the Grand Hyatt Singapore and not a manager. Again I requested to speak to a manager and was then handed to a duty manager.
The duty manager told me that she could not take responsibility but she assured me she would forward the email to the relevant person in charge. The Assistant F&B director at the hotel eventually got back to me and apologized that the e-mail got sent to the wrong place and that he would provide a goodwill of 50 WOH points as a goodwill guesture as it equates to USD10 spending. I asked him if he could instead provide me with a USD10 credit instead and his reply was no and that I could use the 50 WOH points to spend on my dining bill in the future.
According to the redemption page 5000 WOH points equates to USD25, so I translate this into a goodwill gesture of USD0.25.
I phoned in again to Hyatt and was subsequently redirected to consumer affairs at Hyatt. I Informed agent at Consumer Affairs of what transpired and was told to e-mail my communication to them and provided me with the e-mail but told me that this matter will be left to the discretion of the Hotel.
Could I please ask for your thoughts and advise on what I should do pertaining to this matter?
Thank you
TYO
Last edited by TYOriginal; Oct 19, 2019 at 9:37 am
