Cancelled reservation, zombie revived and consumed free night certificate
Mar 12, 2020, 3:56 pm
#1
Original Poster
Join Date: Jan 2011
Location: YVR to SEA
Posts: 2,535
Cancelled reservation, zombie revived and consumed free night certificate
Hotel de estrala Lisbon, booked using a category 4 certificate (expiring in April) for check-in March 2. Cancellation policy is 3 days prior to check-in.
I cancelled the booking morning of Feb 27 pacific standard time. Even based on Lisbon time, this is almost 4 days (Feb 28/29/March 1/2). I have a cancellation email in my inbox
I check my account to reuse the certificate, and found out that somehow the hotel revived my booking and consumed my certificate, despite me not checking in and cancelled outside of the non refundable window.
I've had this happen at Marriott with zombie reservations but this is a first at Hyatt. On hold with a WOH agent, her manager, got put back in the phone queue and on hold again with a second agent (I did not put down the phone at all). Being told they need the hotel to approve any reimbursements.
What should I do?
EDIT: I have now been forwarded to a random hotel in Illinois.
I cancelled the booking morning of Feb 27 pacific standard time. Even based on Lisbon time, this is almost 4 days (Feb 28/29/March 1/2). I have a cancellation email in my inbox
I check my account to reuse the certificate, and found out that somehow the hotel revived my booking and consumed my certificate, despite me not checking in and cancelled outside of the non refundable window.
I've had this happen at Marriott with zombie reservations but this is a first at Hyatt. On hold with a WOH agent, her manager, got put back in the phone queue and on hold again with a second agent (I did not put down the phone at all). Being told they need the hotel to approve any reimbursements.
What should I do?
EDIT: I have now been forwarded to a random hotel in Illinois.
Last edited by crimsona; Mar 12, 2020 at 4:03 pm
Mar 13, 2020, 8:18 am
#3
Company Representative: World of Hyatt
Join Date: Feb 2017
Programs: World of Hyatt
Posts: 118
Hotel de estrala Lisbon, booked using a category 4 certificate (expiring in April) for check-in March 2. Cancellation policy is 3 days prior to check-in.
I cancelled the booking morning of Feb 27 pacific standard time. Even based on Lisbon time, this is almost 4 days (Feb 28/29/March 1/2). I have a cancellation email in my inbox
I check my account to reuse the certificate, and found out that somehow the hotel revived my booking and consumed my certificate, despite me not checking in and cancelled outside of the non refundable window.
I've had this happen at Marriott with zombie reservations but this is a first at Hyatt. On hold with a WOH agent, her manager, got put back in the phone queue and on hold again with a second agent (I did not put down the phone at all). Being told they need the hotel to approve any reimbursements.
What should I do?
EDIT: I have now been forwarded to a random hotel in Illinois.
I cancelled the booking morning of Feb 27 pacific standard time. Even based on Lisbon time, this is almost 4 days (Feb 28/29/March 1/2). I have a cancellation email in my inbox
I check my account to reuse the certificate, and found out that somehow the hotel revived my booking and consumed my certificate, despite me not checking in and cancelled outside of the non refundable window.
I've had this happen at Marriott with zombie reservations but this is a first at Hyatt. On hold with a WOH agent, her manager, got put back in the phone queue and on hold again with a second agent (I did not put down the phone at all). Being told they need the hotel to approve any reimbursements.
What should I do?
EDIT: I have now been forwarded to a random hotel in Illinois.
I am sorry to hear of the issues you are having with your award.
If you want you can send us a private message and I would be happy to assist you.
Best Regards,
John
Mar 13, 2020, 11:01 am
#4
Original Poster
Join Date: Jan 2011
Location: YVR to SEA
Posts: 2,535
Thank you for the response - before I saw it, I called WoH again this morning. Finally got to an agent who did a customer service adjustment of 12k points (cat 3), which I gladly accepted. Thanks to Concierge for reaching out