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Hyatt Hotels Complaint - Grand Hyatt, San Antonio, Texas
Complaint
SAN ANTONIO, TEXAS -- My wife and I stayed at the Grand Hyatt in San Antonio Texas on May 21&22, 2010. We had previously stayed at a Hyatt in Sarasota Florida and discovered that they used my debit/credit card to freeze $40 in my account in case any additional charges should pop up. I only learned this because I checked my account on-line. I called and complained but they said that was Hyatt's policy. Unfortunately, I had already booked a stay in San Antonio using my same debit/credit card. I always pay cash so I just use the card to hold reservations.
When I arrived at the Grand Hyatt in San Antonio, I had to pay an extra $50 in cash in case we should purchase something or use some service. When we left, I paid the total in cash. A few days later, I noticed that there was a hold again on my checking account exactly equal to one day's stay (to the penny) for our room. I called the Grand Hyatt and was told that that was their policy. They say they hold the money for 72 hours but it is actually much longer than that before it is released.
So, if you're traveling, staying at Hyatts, be prepared to have hundreds and even thousands of dollars being held in your checking account if you are using a debit/credit card and staying at several Hyatt hotels.
Don't bother complaining because they simply don't care. For us, we will never stay at another Hyatt ever again.
I asked personnel at Country Inn & Suites and Marriot whether they also did this and they said they had never heard of it.
As a side note: The Grand Hyatt in San Antonio nickeled and dimed us to death - even to the point of charging a minimum of $9.95 for 24 hours use of internet connection. Hyatt's actions has shown that they don't need my business; there are plenty of others who do.
When I arrived at the Grand Hyatt in San Antonio, I had to pay an extra $50 in cash in case we should purchase something or use some service. When we left, I paid the total in cash. A few days later, I noticed that there was a hold again on my checking account exactly equal to one day's stay (to the penny) for our room. I called the Grand Hyatt and was told that that was their policy. They say they hold the money for 72 hours but it is actually much longer than that before it is released.
So, if you're traveling, staying at Hyatts, be prepared to have hundreds and even thousands of dollars being held in your checking account if you are using a debit/credit card and staying at several Hyatt hotels.
Don't bother complaining because they simply don't care. For us, we will never stay at another Hyatt ever again.
I asked personnel at Country Inn & Suites and Marriot whether they also did this and they said they had never heard of it.
As a side note: The Grand Hyatt in San Antonio nickeled and dimed us to death - even to the point of charging a minimum of $9.95 for 24 hours use of internet connection. Hyatt's actions has shown that they don't need my business; there are plenty of others who do.
Comments:
Posted by Ben There on 2010-05-29:
I think you will find that many hotels do this. Without placing a hold on your debit or credit card, they have no idea if you really have enough money to cover the cost of your stay. Since you pay when you check out, it is to late to do anything... They can't take your hotel nights back from you.
I suggest you ask every time you check into a hotel as it can vary between hotels within one chain.
I suggest you ask every time you check into a hotel as it can vary between hotels within one chain.
Posted by Fed Up With Hyatt on 2010-05-29:
"I think you will find that many hotels do this." Hyatt is the only hotel that has done this with us and we travel frequently throughout the US and Europe. I always prefer to pay in cash, and I check my bank account on-line, so I know who does it. Placing money on hold for over 72 hours is ridiculous. It only reflects upon their poor bookkeeping.
There are too many hotels to choose from to have to deal with a hotel who arrogantly says, "That is our policy," and expresses no concern for their patrons.
There are too many hotels to choose from to have to deal with a hotel who arrogantly says, "That is our policy," and expresses no concern for their patrons.
Posted by Fed Up With Hyatt on 2010-05-29:
"Without placing a hold on your debit or credit card, they have no idea if you really have enough money to cover the cost of your stay. Since you pay when you check out, it is to late to do anything..."
Not true. Hyatt insisted that I pay in advance with a $50 deposit to cover other costs which may occur. I have no problem with that. What I have a problem with is freezing a significant amount of my money without informing me. It was 6 days before the money was available to me from my bank - far longer than their promised 72 hours.
We just returned from a 12 day holiday where we spent a night at a different hotel each night except the 2 nights at the Hyatt. None of the other hotels placed a hold on my account, and none of the others required payment upon arrival.
It is their hotel and they can implement their own policy. I can choose to not ever stay at a Hyatt again. That is my policy.
Not true. Hyatt insisted that I pay in advance with a $50 deposit to cover other costs which may occur. I have no problem with that. What I have a problem with is freezing a significant amount of my money without informing me. It was 6 days before the money was available to me from my bank - far longer than their promised 72 hours.
We just returned from a 12 day holiday where we spent a night at a different hotel each night except the 2 nights at the Hyatt. None of the other hotels placed a hold on my account, and none of the others required payment upon arrival.
It is their hotel and they can implement their own policy. I can choose to not ever stay at a Hyatt again. That is my policy.
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