We originally had reservations for a weekend, but since our travel plans changed, I phoned the property's reservations and asked them to push the stay back a weekend without a charge. The agent said no problem and no charge for the change. Hyatt.com was still showing my reservation was still booked for the original dates. I called the property the following day and they assured me everything was okay that the date change was noted in their system.
When we arrived at the property, we used the kiosk to check-in. When I swiped my credit card for authentication, it said it could not find the reservation. I then typed in my Platinum GoldPassport number and received the same error. Finally, I dug out the confirmation number and typed it into the kiosk--still no reservation.
We walked over to the front desk to check-in and even then the reservation was still not found. The Gallery Hostess then saw that I was marked as a "no-show" for the first weekend. I explained to her the situation and then we were given a tour of the hotel and a local map with nearby (you'll need to drive) restaurants. The nearby manager who overheard our conversation, offered a compensation of GoldPassport points.
The room was a GREAT room, a comfy Grand Hyatt bed, a beautiful sleeper sofa, a LCD tv, and a nice bathroom. Also, downstairs in the lobby, you can order complete entrees and snack food from a kiosk 24-hours a day--which at many other properties don't allow you to do so. The WiFi in the rooms are a little slow. We had troubles connecting at first, because the Gallery Hostess didn't explain that the login and passport to the internet was listed on the sleeve to the room key.
The problem however is regarding post stay, which is why I knocked it a star down from my 4* rating. We were charged the full amount of the stay from being "no-show." Later, we were refunded the no-show charge. Then, we were charged for three-nights (each appearing as a separate charge on my statement) even though we only stayed for a total of two nights.
Its been a tedious process trying to get the extra charged night refunded, as it is not showing on the property's accounting books. I think this could have something to do with me checking out from the lobby kiosk?
Overall, it is a great property with pretty good service. We have stayed there again since this incident and would recommend it. Just make sure all of your charges are right!
- Official Description (provided by the hotel):
- Located at the entrance to Dulles International Airport and west of Washington D.C., the Hyatt Place Herndon/Dulles Airport-East hotel offers access to some of the area’s best attractions. The hotel features spacious guestrooms with the Hyatt Grand Bed™ and 42" flat panel HDTV. Additional amenities include complimentary Wi-Fi throughout hotel, complimentary breakfast buffet, fitness center, 24/7 Guest Kitchen serves snacks/entrees, Intimate Bakery Café, business center, complimentary parking and complimentary airport shuttle. ... more less
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- Also Known As:
- Hyatt Place Herndon / Dulles Airport - East Hotel Herndon