There is no disputing that the hotel is solid in terms of location and amenities; although the rooftoop pool was way too cold to swim in - even for a couple from Canada!
The problem was the treatment we received by the front desk staff. Travelling internationally as often as my husband and I do, we have a USD Visa card that we use exclusively for American getaways. When we checked into the Grand Hyatt our room was prepaid, so we were simply running the card (with a $1k limit available) against incidentals. We decided to purchase the 'Business Package', which provided us with free WiFi and one complimentary breakfast each morning for about $25 per day. We were assured that it would cover a comparable value for breakfast bought at the cafe counter rather than the restaurant. After agreeing to have this expenses added to our billing, we went about the business of enjoying our visit.
On our third and final evening, after a long day we returned to the hotel and grabbed take-out from hotel restaurant (paying cash) to take up to our room. When we got to our room, which was quite a trek from the elevators, we discovered that both my husband and my own room card no longer worked (seems strange doesn't it? two cards both mystically demagnetized?). We walked back to the elevator (where the house phones were located - take out food growing colder by the minute) and called front desk. Of course we had to indentify ourselves to the person on the phone and then to the security guard who came up to let us into our room; taking our card keys to be reprogrammed and promising he would return them to us right away. We no sooner got settled in and started eating our meal when the front desk called up to say there was a problem with our credit card; they insisted we come down "immediately" rather than being allowed to finish the meal that had already been delayed. What frustrates me is that this issue should have been mentioned when I called down from the elevator area, or when the security guard came up, but no!
Down I went to find out that not only had they billed us for the $25 per day, they had also billed what should have been our 'free breakfast' and internet - jacking our bill up to $240. They corrected the billing and apologized for the error only when I asked to speak with the Manager. They explained that they routinely preauthorized $100 per day and that they had only received approvals for $200 at that point; when they tried to preauthorize another $100 it was declined. I explained that we had rented a car for the day to go to the Cowboys game and the rental company was likely holding the balance of the card in a preauthorization. I didn't foresee it as a problem as my actual billing (once they corrected their errors) to the room was well under the amount they already had authorized. After being treated like a criminal - who was coincidentally locked out of her room (that security guard never crossed my path on the way down or back up though the front desk claimed they didn't intercept him; I guess he is still looking for me), I gave them my CAD Visa Platinum so they could be assured any last minute expenses that might pose the remote risk of taking us over the $200 they had already preauthorized, would be covered. (Here's where it gets really good...)
Despite all their apologies for billing the breakfasts from the cafe counter - that we were reassurred would be covered and that were deducted from the billing when I went down to the front desk the first time, upon checkout we saw the charge from our last morning purchase added onto the bill; what a racket! We had to stop at the front desk again and go through the whole charge reversal fun all other again! To add insult to injury, they went ahead and put all the charges through on the CDN Visa even, thought the final bill was under the $200 they already put a hold on for the USD card; I guess they wanted to make sure I would pay exchange rate and conversion fees levied by my credit card company as a 'parting gift' from the front desk team.
I will never, ever go back to the Grand Hyatt DFW. If you are a Canadian I strongly suggest you avoid this place at all costs. If you do go, be sure to check your bill because the 'Business Plan' gets easily confused by the front desk with the 'Bilking Plan', lol.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for sharing your feedback from your recent stay. I appreciate you taking the time to explain the challenges experienced during your visit. I am sorry for the billing issues you experienced with regards to the Business Plan package. I will make sure that we find and correct whatever was causing this error to take place. Also, please know that our policies are not intended to make our guests feel like criminals. They are meant to be safety measures for the hotel and the other registered guests. We take your feedback seriously and will continue to train our staff on how to more effectively communicate hotel policies. Should your travels bring you back to the Dallas/Ft. Worth area I hope you will give the Grand Hyatt DFW another opportunity as I am certain we will exceed your expectations!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.