I booked and prepaid online for 2 nights at the Canberra HYATT. My son and I were going to a big family wedding round the corner and were told that we should stay at the Hyatt.
When we arrived at 6.30pm Friday night 27 Nov my inlaws and the desk clerk had failed to find our booking. I paid again, my boy and I got a daggy room downstairs with a window that did not open. The desk clerk gave me to understand I was lying.
On flying home I found the prepaid booking, $585 for the 2 nights, had defaulted to 20-21 November. I phoned the Hyatt re the erroneous booking on Lastminute.com. The desk woman told me to email the details and it would be dealt with.
Emailed details, invoices etc, and a week later no response. Phoned again, the front manager not avaiable. I emailed the details again.
Then the next day an email from LUIZ GOMES the Front Manager, who said
1. He had rung several times and got a fax. No fax here at my home.
2. But they would as a true kindness to me, give me a voucher for $120 for a lesser breakfast and pre dinner drinks in a silly corporate room as an upgrade if we paid again for a $350 plus room per night..
I phoned him, and LUIZ GOMES said that
1. The room had been held for me (the Hyatt is huge, a rabbit warren, it had not been booked out that weekend)
2. The room had been prepared for us (the room I got at 6.30pm was not prepared! I got it in 2 minutes flat before we hiked downstairs to it and found it daggy and the window onto a view of dirt outside, did not open.)
3. And they had a POLICY of no credits, no refunds. Ie a HYATT RIPOFF POLICY
I then contacted lastminute.com. Who were horrified that the HYATT had NOT contacted them especially as it was such a high cost booking, and also because it was 2 nights and 2 breakfasts. And that hotels always contacted them in cases like that.
She rang the HYATT, spoke to Jake (I think) who said it was POLICY and that they had given me a $150 voucher to use next time for breakfast and dinner in the silly corporate deal.
Needless to say this did not happen, no voucher has been given to use with an exorbitant 700$ or so 2 night stay at the HYATT... I had booked a cheaper special with BB... And got a daggy room.
The HYATT just pocketed the $585.
New owners of the hyatt canberra have a ripoff policy.
Be Warned
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