So this trip was planned some time ago. We were heading from the UK to Santa Monica, then onto Oakland then back to LA then finishing off in San Jose to go to a concert there. We spent a while looking for a hotel that met our requirements and was in walking distance of the gig venue. We booked directly with Hyatt, no outside agency and we booked AND paid a full, non refundable, non-changeable, paid in advance booking. Confirmation was sent to us and and it was stressed to us in BIG RED LETTERS that we couldn't amend this booking. The money was taken from my credit card.
We are not novices when booking hotels, we've travelled all over the world, seriously. Mostly if a hotel is OK we don't review it. If its great we do and if its really bad we do.
So we arrive at check in - really pleasant receptionist struggles to find our booking. Our concerns grew as she advised they were at full capacity that night. Now we should have arrived the night before but got delayed - this happens in travel - flights get changed / cancelled etc. As we had paid in full in advance for the room, directly with Hyatt and we couldn't change the booking as per booking conditions there seemed no concern. Our room was booked and paid for. Now you know where this is heading.
They had cancelled our room and re-sold it. I wasn't happy and a lad that had taken over from the girl went to discuss it with the hotel manager and came back and basically said ' tough luck'
Now to be clear, I wasn't aggressive, I don't get angry or start ranting and raving when things go wrong, i just need answers and solutions. I asked to speak direct with the manager. After a little resistance a man came over dressed like a janitor ( no disrespect intended to Janitors ). His name was Moustafe and instead of introducing himself as the manager and saying something along the lines of ' hey, i'm really sorry for the mix up, lets get something sorted for you guys, can you give me 5 minutes ' or words to that effect, then quickly phoning round his buddies in other hotels to try and find us a room, he simply says "HOW CAN I HELP?"
Wow, you never went to the customer service school did you Moustafe.
His view was that if you don't turn up for the first night, you forfeit the stay EVEN THOUGH YOU'VE PAID FOR THAT ROOM TO SIT EMPTY.
He said policy was to cancel the stay. I suggested maybe a phone call to the customer, or an email ( bearing in mind a few days earlier i'd received a confirmation email from them confirming my NON CHANGEABLE, NON REFUNDABLE, PAIN IN FULL RESERVATION). He said, he couldn't possibly get in touch with guests, that would create far too much work. WHAT????? Seriously?
So my wife and I are stood there, 2 suitcases, 2 carry ons, having arrived by taxi being told that if someone cancels they will call us. THIS IS NOT HELPFUL. What should we do, go sit out on the street in a place we've never been before and hope and pray someone phones to cancel.
Now bear in mind that at this point, the manager of the hotel, didn't even expect to refund any of our money. I wouldn't have expected the night we didn't show, but he thought it was acceptable to not only re-sell our room for the second night, but also to keep our money. ALL $620.00 of it!!
He finally agreed to call a few hotels in the area and found room at the Fairmont round the corner then started explaining how we should walk to get there. Really?
The most arrogant hotel manager i've ever had the displeasure of meeting. So now, when we get back to the UK I need to chase Hyatt for a refund of the second night.
- Official Description (provided by the hotel):
- In the heart of Downtown San Jose, Hyatt Place is your choice for uncomplicated travel. A short walk to craft beer and hip dining destinations with our own food options available 24/7. ... more less
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- Also Known As:
- Crowne Plaza San Jose
- San Jose Crowne Plaza