My Ghostly Ways: Hyatt Said I Never Showed Up at a Hotel & Didn’t Give Me Credit!

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Hyatt Stay No Show

Hyatt Stay No Show

The other day something happened to me that I have never experienced before. I turned into a ghost. You see, I flew all the way to Baton Rouge, Louisiana and stayed at the Hyatt Place there for one night before our New Orleans meet up. I arrived around 7pm, headed out to get some dinner (who knew they had great Pho in Louisiana) and then slept before heading out early.

My check-in experience was not out of the ordinary either. The agent was friendly and as a Globalist I received a huge upgrade to the top floor and a bottled water. Anyone who has ever stayed in an older Hyatt Place knows that isn’t much of an upgrade at all given the turtle like speed of the elevators.

But I digress.

I guess my point is that my stay at this hotel was pretty ordinary. I got a key that worked to open the room and my room number even showed in the app. But somehow Hyatt said I never showed up!

Finding the Problem

While I love Hyatt, this year I have already had 3 cases of hotels getting my final bill wrong or not crediting my stay correctly. Because of this I have been quick to check my account to make sure everything is correct. When I looked at the stay in Baton Rouge it looked like this.

Hyatt Stay No Show

The “stay” posted but it didn’t award me any qualifying nights. This was a 5K award stay so I wasn’t owed any points, but I should still have received night credit towards requalifying for my World of Hyatt Globalist status. So what happened?

Getting It Solved

Once again to solve this I turned to my handy dandy World of Hyatt Globalist Concierge, although if I wasn’t a Globalist I would have probably headed to Twitter to ask for help. I simply emailed her that screenshot and asked why I didn’t receive the night. Her response surprised me.

I hope all is well. I checked this stay and it is listed as a no show. Do you remember is you stayed at the hotel or forgot to cancel it maybe?

I love the way she worded that response to politely ask if I had actually showed up! Can you imagine how many people probably email with an issue only to discover it was their own mistake. In this case I indeed did remember staying there only a couple of nights before, so I responded that I had been at the hotel.

Would this photo of my Pho convince them I was there?!?

Trying to Overcompensate?

As I was crafting the email to my concierge my mind began racing about how I could prove I stayed at this hotel. I almost always take photos of hotel rooms, but gave up doing that at vanilla Hyatt Place locations awhile ago. (The pic at the top is not this location.) I did have GPS tagged photos from the Vietnamese restaurant down the street to prove I was in the area, but thought sending that would be a bit much. 🙂

I ultimately settled on a more low key response where I described the location of my room while explaining I didn’t remember the room number. In less than a day she responded back that my account had been credited with the night credit. Another wrong in the world made right by my Handy Dandy Hyatt Concierge.

Hyatt Stay No Show – Bottom Line

Let this serve as reminder to always check your accounts in detail. In this case the stay posted, but as ineligible, so had I not checked closely I could have lost out on a qualifying night. Now that I have had a few issues this year, I hope my luck improves because I have a lot of Hyatt stays coming up.

5 COMMENTS

  1. Hyatt is having serious computer issues. My issues lately have revolved around linking nights with different names on different reservations, some award nights/free nights & some not, some Prive (with $100 credits & breakfast). So mine are always a bit more complicated, still….

    I have problems with ALL the chains with incorrect bills. I always request a hard copy at check out both before and after final settlement. This helps both with proving Casper Credits(!) & future incorrect postings to my Hyatt account.

    I would est 4 of 5 stays have something wrong on the bill, or later my account, I have to spend time to get corrected. I just had to take a Ritz Carlton to task for not removing a breakfast with STARS (& later Bonvoy for not awarding welcome points), so this happens at all ends of the luxury spectrum. Folks who rely on electronic receipts/instant check-out should be very watchful, as I am certain these accounting issues are likely widespread, I could write volumes!

    • Hey Pam! I don’t think getting a hard copy is a bad idea at all. If there is any charge on a bill I generally get a copy as well when checking out. In this case it was an award stay with a $0 balance which I confirmed in the app so I thought I would be good, but alas that didn’t turn out to be the case. It’s definitely a great reminder to check things carefully.

      • I have random charges also added sometimes after checkout (an item supposedly taken from the fridge that wasn’t; valet charged when shouldn’t; excess breakfast charge not explained upfront). It always helps to have the paper copy showing I closed out the bill when I have to later call accounting back on an erroneous charge.

        I insist on friends & family take a shot of the bill & send to me when they check out, too, if I am treating them to a stay – those invariably get fouled up. And if they check-in online with the credit card on file, that will be the card the property uses & must be dealt with.

  2. Didn’t you get a summary of charges at check-out, be it a points stay or not? I keep those like I keep printed airline boarding passes, just in case there is a question of earnings posted. Case in point, had several nights credit to the wrong year, it mattered because one would roll over my status level for next year, the other would start my status back at zero; faxed the stay summary (at their request) while on the phone with agent, supervisor reviewed and *poof* the issue was resolved, plus they added several thousand ‘oops, sorry’ points to my account for the error 🙂

    • I generally get a print out if there are any charges due, but not when it is an award stay with a $0 bill. Perhaps now I’ll make sure to get one for every stay, but I am happy Hyatt took care of it without too much hassle.

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