I wanted to get the FT community's opinion on this to figure out if i'm being unreasonable or whether I should complain about two issues I've had with Hyatts.

In late november I stayed at the Hyatt Birmingham in the UK. I was staying at the hotel for two nights, and upon checkin they said they would give me a club room one night and I had to change to a non club room the next night. Seeing as I was only there for 2 nights I certainly did not want to change rooms. They claimed I was not a diamond member and therefore I was not eligible for a free room upgrade. I asked them to call goldpassport, they refused. I got into my room and called the goldpassport number. They sorted out the issue. Upon checkout I realized they charged me 5 quid for the phone call (to their own customer service line). Would you complain about the charge?



Two weeks ago I stayed at the Grand Hyatt Washington. Upon checkin the front desk agent told me I was checking in a day late. I had changed my reservations 2 weeks in advance and online it definetly stated the correct checkin dates. I told this to the agent and it appeared she corrected the problem. I just got my credit card bill and I was charged for the nights hotel bill (the no show night). I called up the hotel and they are issuing a credit, but seeing as I have a non US credit card, i'm billed the exchange rate, so I'm going to lose ~20$ because of the bill and refund.

I know both amounts are small, but when the Hyatts charge me 10$ to receive a package they are nickle and diming their customers so I think its only normal we do the same. What do you guys think??

I would have absolutely complained! The first one you should have handled at check out...it's only 5 quid, but it's the principle of the matter that I would have taken issue with...this was THEIR mistake that YOU had to correct...they should wave the charge.
On the DC one, again, YOU are paying for THEIR mistake...they may not be able to make it up to you monetarily, but they should agree to credit you with 1,000 GP points or something that makes you satisfied...either way, both of these issues are caused by their inadequacies, you should not be the one paying for it!

Unfortunately it is not unusual for hotels to charge when you call their customer service line from your room but such charges have always been removed promptly after I have pointed out where the call was made to.

I am in a process of disputing three incorrect hotel charges from the last couple of months - one of them is for a Hyatt. I truly believe that hotels just let these "slip" in a hope that customer won't notice them.

You did not make clear if you were in fact a diamond, but even if you were there is no promise of an upgrade to the Club Floor at international properties:

As I see it, it was your decision to use the hotel phone to call the US Customer Service center. Did you try the UK reservation center (th e number is on the back of the Diamond Card and then ask them to transfer you if they could not help?

My advice with regard to your first complaint is (1) read the GP T&C and (2) move on.

With regard to your second complaint re foreign exchange charges, I would have started with discussing the issue with my credit card company since the amounts involved were (or should have been) equaled out. If because of an incorrect charge you lost money because of currency fluctuations then the hotel should reimburse you.

1. I did call the UK call center, it was a 10 minute call because I was on hold for 5 minutes. Sorry, I should have been more clear, rooms were available in the Regency Club but they wanted me to pay 70quid more for the second night if i wanted a Regency Club room. So the IF is not valid.

T&C
Outside of the U.S., Canada and the Caribbean: If Regency/Grand Club rooms are sold out, Diamond members will receive an upgrade to the best available room, excluding suites, plus complimentary Continental Breakfast each morning of their stay for each guest registered in their room.



2. Currency fluctuation is usually less than the 3% surcharge credit card companies charge for foreign transactions. I'm willing to pay this for charges I authorize, not for Hyatt mistakes.

I am not sure of the basis on which you say you should be given a Club room for both nights. What is that?

I dont quite understand your question.. as a diamond member you get a club room if they have club rooms. They had club rooms both nights but they wanted me to pay for it on one night, either way it doesnt matter since GoldPassport sorted that out, thats not the complaint...

Complain....and loudly.....

I was in the same boat about 3 months ago and got credited with 1,500 points for the 'exchange rate difference and for your inconvenience' - that is what the CSR said!!!! You may get a bad CSR, but call again........

Your 1st post never said you were Diamond, only that they said you were NOT Diamond.

The upgrade, even for Diamonds, is subject to availability, I think. Also, is it necessarily applicable in non-US properties? I don't think so.

In any case, I would certainly not complain over matters such as these.

Sorry, but I posted the T&C above, clearly states diamonds get upgraded in NON-US properties as well. You would not complain if the hotel wanted you to switch rooms after one night on a two night weekend stay? I find that hard to believe anyone would accept that.

Yes you are upgraded as a diamond but not necessarily to club level at international properties. If you didn't want to move, you could have certainly taken the upgraded non-club room (and breakfast) for both nights at check-in.

I would have asked the hotel to connect me to the reservations number instead of dialing it myself, they will generally do that regardless of reason at no cost.

Regarding exchange rates on international refund transactions, there can definitely be a slight difference but I have personally decided usually not to challenge them as lately they have worked out in my favor about as often as they have worked against me.