We booked a stay for my college-age son this month using 20,000 Hyatt Gold Passport points, assuming he would receive a $0 bill when he checked out. He knew he would have to provide a credit card for "incidentals," but did not charge anything to the room so he expected nothing to be charged to his card. He did notice that they charged $176.76 to the card when he checked in, which is still (10 days later) shown as a pending charge on his credit card. Also, when he went to check out, he was given a bill for over $75 based on a some arbitrary rate of about $16.50/night. The front desk clerk could not explain why he was charged anything, but said there must be problems with the computer. However, she also said she couldn't reverse the charge until she talked to a manager, but there was no manager on duty. This situation still has not been resolved. I would advise anyone booking with Gold Passport points (or anyone else, for that matter) to review their bills carefully to make sure that they have been charged properly. My son had no problems with the room, just felt he was given the run around when he went to check out and that no one appeared to be in charge. I called today to speak to try to speak to an accountant, and the front desk clerk got flustered and sent me to the assistant manager's voice mail.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Good afternoon nbmsmith,
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Thank you very much for taking the time to post a review regarding your experience at our hotel. I apologize that your billing was not correct upon checkout. I can assure you this issue regarding your bill is being addressed as it is always our goal to ensure all guest billing is correct and if there is a issue that is it resolved immediately. Thank you for being a Hyatt Gold Passport member and we appreciate your business. We are reviewing with all of the Gallery Host at our hotel proper billing procedures for our Hyatt Gold Passport guest. . It is our job to make sure you have a great stay from check in to check out and this includes proper billing. Should you and your family visit the Hyatt Place Johns Creek again, we hope that you will give our hotel another try as we would love the opportunity to serve you again and make your stay even better than the last. Again thank you very much for your comments as it helps us to continue to focus on areas of improvement.
Have a wonderful day and a great week!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.