Comments on: Reader Question: Hyatt Hotel Charged $1,400 Fee For A No-Show Award Night?

By: Singing at 2

Singing at 2 — Tue, 16 May 2023 16:24:57 +0000

In reply to John @ LoyaltyLobby. I agree. Especially hotel rate changes every minute.

By: Singing at 2

Singing at 2 — Tue, 16 May 2023 16:17:05 +0000

I think the hotel is kind enough to issue a refund. According to “terms”, indeed the hotel can charge cash. I was once charged cash by a holiday inn when making a points booking. I didn’t dispute because I knew that’s the “terms”. On the other hand, I think this “terms” should be modified in a way that the hotel get the points or award back and not the cash if booking is points or award.

By: John @ LoyaltyLobby

John @ LoyaltyLobby — Tue, 16 May 2023 11:24:08 +0000

In reply to Robert. Can you forward me the email?

By: RAlton

RAlton — Tue, 16 May 2023 01:27:31 +0000

This is a little off topic but relevant to something that several people mentioned which was checking in remotely to avoid being charged. That scenario confirms why I do not like remote check in. Apparently someone made a last minute reservation and stayed at a Marriott hotel using my name. I did not find out about it until after checkout when I received a bill by email. I immediately called the hotel to let them know I had not stayed there and someone must have checked in remotely as me. I have to call back and talk to a manger tomorrow morning since they had already left. Apparently, this has been a recurring problem and this hotel is going to be changing to not allow any remote check ins. I do not know if this has happened to anyone else but it is very concerning. I may have caught the fraudster in action if I had seen an email. I got an email with a reservation number telling me my room was available for check in which was 5/13 for one night. However, I was busy with family visitors over the weekend and did not check my emails for 2 days. Darn it because if I had seen the email I would have contacted the hotel immediately and they could have called the police and caught the perp, who had checked in under my name. I have a sneaking suspicion this was done by an employee. How else would someone be able to check-in remotely without some kind of assistance.

By: Ivan Boeingski

Ivan Boeingski — Mon, 15 May 2023 22:00:47 +0000

I’m glad to read this story…sometimes there is justice.

By: Sev Onyshkevych

Sev Onyshkevych — Mon, 15 May 2023 10:25:56 +0000

In reply to Nicolas from Paris. Same here, fellow RA. Invariably they will cancel or in one case, offered credit for a future stay. I accepted that, since I stay often.

By: Sev Onyshkevych

Sev Onyshkevych — Mon, 15 May 2023 10:23:44 +0000

Glad the hotel corrected things, but it did not necessarily have to, except for customer goodwill.

Lots of armchair lawyers opining taking either side.
I agree that the $ amount of the charge is vague and if the policy is “use it or be charged” then at least full disclosure is warranted.
I agree with those who point out that if the guest does not check in, that the hotel is not reimbursed by Hyatt (ditto any other chain) and has reserved a room that it could have otherwise sold for big money if occupancy is high, so it is a loss to the hotel.
I also think that the guest should inform the hotel in advance if canceling (even if past the cancel-by date). Do it directly with the hotel not with central reservations.
I find in circumstances like this, especially if one has status, the hotel is thankful for being informed, and I have had the front desk refund or reschedule a rate that’s become nonrefundable. Only once did I have a case where they refused (and this was an airport hotel at my arriving airport which was closed due to weather!). That is a hotel I will never frequent again.

So, happy ending, but I think both hotel and guest could have done better.

By: John @ LoyaltyLobby

John @ LoyaltyLobby — Mon, 15 May 2023 09:29:00 +0000

In reply to Paul. The rates actually came down during the coronation week, as the city apparently was not as fully booked as hotels originally had hoped for.

By: John @ LoyaltyLobby

John @ LoyaltyLobby — Mon, 15 May 2023 09:27:16 +0000

In reply to Lars. The problem is that the actual no-show penalty amount is not disclosed anytime during the booking process.

By: Lars

Lars — Mon, 15 May 2023 08:36:07 +0000

No show = 1 night fee. That’s pretty much standard everywhere, not sure why they are surprised.

By: Mohamed Basma

Mohamed Basma — Mon, 15 May 2023 05:30:53 +0000

In reply to Nicolas from Paris. That's my thought, did he have no show and later cancel?? Well IC Dubai once refused any refund, prepaid nights, Air France diverted due to Fog at Dubai airport.

By: Nicolas from Paris

Nicolas from Paris — Mon, 15 May 2023 04:59:41 +0000

In reply to Mohamed Basma.

Most of my leisure trips are pre-paid.

Several times I have had to cancel a night at the last minute (missed plane, positive at Covid, critical political situation in a country).
In this case, I call the hotel and send an apology email.

I have always had my booking cancelled and the costs incurred refunded without any problem (the Royal Ambassador status certainly helps).

Did the guest bother to inform the hotel?

By: Dave_SRQ

Dave_SRQ — Mon, 15 May 2023 04:43:41 +0000

Worst case scenario, to avoid being charged, the guest could have done the remote check in via the app and used his points. He would not have been charged the $1,400. But it’s certainly a waste of loyalty points.

By: Gaijinsan

Gaijinsan — Mon, 15 May 2023 00:42:01 +0000

In reply to St. Regis Aspen. You can make award reservations on Marriott.com with an invalid credit card by the way. Don't know if Hyatt or Hilton verify cards for award reservations but Marriott definitely does not. Good tactic for ridiculous policies like this when you're not 100% sure.