Odd experience
 

Hey folks,

Just looking to bounce this situation off some folks here.

Quick overview. 2 “studio” rooms @ a fairly desirable location for 6 night.

checked in to find both rooms hot during summer (78-80 degrees) due to building chiller issues.

requested new room, also hot - requested to move hotels - original hotel didn’t offer to offset cost / find rooms that roughly align sqft wise.

Slept first night in heat, family begged me to move, I was hoping to get some word from the hotel regarding what options we had. Received nothing by noonish.

Used my concierge to find 2 rooms available over a holiday weekend at a very undesired location. on my own dime

moved - location sucked - nicer hotel / location available on points starting Monday so moved again. On my points.

GM reached out as I expressed frustration to my Concerge.

offered to comp the night we slept and offset the nights cost we stayed at the second hotel (3 nights about 300$ per room) but won’t move on full compensation for points on the nicer / last hotel. I assumed points would be a lot easier than cash to get compensation for.

In previous stays with Hyatt brands basically I’ve always gotten a nicer room/hotel when I’ve been walked.

seems a little off to me, are my expectations way out of line here?

Meanwhile, on a forum for hotel GMs, this was just posted:

”Had a guy check in - room was a little warm - now he wants me to comp his choice of various other hotels, it seems, in perpetuity”

From what you’ve posted, I understand it to be:
- you booked a property for six nights
- you stayed for one night and got a refund of the night you stayed (and weren’t charged for the remaining five)
- you spent $300 a night for three nights (x2 rooms) and the hotel offered to cover this for you ($1800)
- you used points for your remaining two nights

So you effectively paid zero cash and used points for 2 nights (at a nicer hotel) out of a six night stay. For which you were prepared to spend a few thousand dollars?

That seems like you’ve done extremely well, no?

Perhaps I have misunderstood your post.

original hotel offset about total 275$ per room for the 3 nights but is not doing anything on points rooms - wont offset the cost between reservation and cash rate either. I guess this the odd side.

I would expect some explanation of policy, as effectively my concierge stated base hotel should pay for delta, advised a sister hotel down the street but duty manager was unable to approve or get in contact with GM. Basically resulting in a night of no sleep at over 80 degrees.

maybe?

You should sue the hotel in small claim court for the maximum 10k/20k per your state. That's the only acceptable resolution here.

This situation is not a walk. A walk would also result in compensation for just the 1 night room X 2 cost plus points for 1 night. This is a problem with hotel AC which required compensation and service recovery. It would appear to me that the GM provided reasonable compensation for your troubles, based on details described.

the one time I had something similar a water line burst on my floor in Tokyo.

Hotel relocated us to alternate property of our choosing, comped the stay, ensured elite nights were counted and gave us 50k points for the inconvenience. This was all done within an hour or so of the incident.

thanks - not trying to ask for more than what’s fair - just was frustrating getting no response to numerous calls and emails from the GM to work out what policy was.

It is not necessary that your expectations are way out of line. But there may be a limit indeed.

The way I see it - what has been offered isn't fully unreasonable. So I would take it and call it a day.

Welcome to the USSA.

Unless you are a frequent guest of that hotel (or of the other hotels operated by the owner of that hotel), I would say that the lack of response indicates that the General Manager is no longer interested in negotiating. What you received is what you're getting.

It's passive-aggressive, but I'd guess the GM is hoping that you will not return to the hotel in the future.

You can certainly appeal to Hyatt, but that's probably a waste of time. All of the hotel groups like Hyatt automatically send hotel-related problems to the hotel for resolution. All the hotel will do is tell Hyatt what service recovery they already provided. Hyatt will not overrule the hotel and provide more compensation unless a policy was violated or a life-safety issue was present. (And it doesn't seem like either of those things happened here.)

You ended up staying 4 nights for free?

A burst water line on your floor likely made the room uninhabitable (water damage and/ or water shut off). A temperature of 78-80 degrees may not be too your preference (or mine) but doesn’t rise to the level of uninhabitable. Especially when the eco conscious say our thermostat should be set at 78 degrees in the summer.

Tell that to my wife.