Lodges should be referred to as out for conduct like this, as a result of it’s not solely inhospitable, but additionally extremely unethical…
Hyatt lodge makes up cause for canceling reservation
OMAAT reader Christophe booked three stays on the Hyatt Centric South Seaside for subsequent summer time, in June 2026. The dates of his keep coincide with when World Cup matches are imagined to happen in Miami, and it appears the lodge’s income administration forgot to boost pricing to account for this.
That’s hardly the primary time this has occurred — for instance, I only in the near past lined a narrative like this relating to Coachella. Typically we’ll see motels principally ship an electronic mail alongside the traces of “oops, we forgot to boost our costs, and we received’t honor your charge.” That’s unhealthy sufficient, however right here’s what’s even worse.
Christophe obtained an electronic mail at this time from the lodge’s entrance workplace supervisor, informing him that his reservations had all been canceled:
Thanks for selecting Hyatt Centric South Seaside. We remorse to tell you that your current reservation try has been cancelled, for 3 totally different reservations as we have been unable to course of the required 1-night deposit on the time of reserving.
Sadly, the cardboard supplied was declined, and in accordance with our reservation coverage, we’re unable to carry the reserving with out profitable fee.
If you’re nonetheless serious about staying with us, we might be glad to welcome you. Please be happy to rebook your keep on the present accessible charge on our web site or by contacting our reservations crew immediately.
So, a couple of factors:
- Christophe’s reservation affirmation makes no point out of a one-night deposit, so the lodge retroactively determined a one-night deposit was required
- Christophe explains that he used a legitimate bank card and there’s no signal of an try for this to be charged, so the lodge seemingly made that up with the intention to have justification for canceling the reservation
- The keep is barely a yr from now, so even when the lodge had a one-night deposit required, and even when he hadn’t used a legitimate bank card, the lodge might’ve reached out to him to ask for these particulars
- I additionally love how the lodge describes a confirmed reservation as a “reservation try”
Go determine that the speed has since quadrupled, so how handy that the lodge continues to be prepared to welcome him, and simply encourages him to make a brand new reserving!
Right here’s the constructive replace, although — Christophe reached out to the Hyatt Globalist line, and a supervisor helped reinstate the reserving. Humorous sufficient, that supervisor reportedly spoke with the identical entrance workplace supervisor who signed the e-mail, and the entrance workplace supervisor claimed that she was simply following directions from income administration when unilaterally canceling the reservation.
This type of unethical conduct actually irks me
Possibly this bothers me greater than it ought to, however it makes my blood boil to see motels appearing this manner. This visitor has high tier standing with Hyatt, so is a loyal member. Not solely did the lodge attempt to not honor his reservation, however the lodge additionally tried to lie concerning the cause for the cancellation.
In the event you’re going to cancel a confirmed reservation, no less than be sincere. Admit that the mistaken charge was printed, and that the lodge doesn’t wish to honor it. That’s unhealthy. But it surely’s not as unhealthy as not honoring a reservation whereas additionally fully mendacity concerning the cause, retroactively making up phrases, after which mendacity a couple of bank card not working.
I really feel like Hyatt has grown an excessive amount of in recent times. Among the many main lodge teams, Hyatt was the one which appeared to have a dedication to do the fitting factor, and taking good care of clients. However because it has grown, I believe that a part of the tradition has gone out the window.
Look, I don’t completely blame the entrance workplace supervisor right here. However I additionally surprise, if these are the directions she was given and she or he simply went together with them, what does that say about her ethics, and her need to care for company?
“Hey, simply make up a lie for why we’ve to cancel the reservation, it doesn’t matter if it’s true or not.” And he or she’s like “yep, sounds good?” If I have been her, I’d go to the final supervisor and demand he intervene, and never power me to try this. I wouldn’t put my title on an electronic mail like this.
Backside line
Lodges attempt to get out of honoring confirmed reservations far too typically. However when you’re going to try this, no less than be sincere. Within the case of the Hyatt Centric South Seaside, the entrance workplace supervisor contacted a visitor with confirmed reservations, claiming {that a} one-night deposit was required, and that his bank card was declined as a result of his card was declined. Neither of these particulars are true, by no means thoughts that the keep is for a yr from now.
What do you make of this Hyatt reservation state of affairs?
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