Hyatt Hotels
Read all reviews for Hyatt Hotels →
Hyatt Hotels have terrible customer service.
I booked a hotel room at this hotel when my flight was cancelled in Denver to my next location. I booked through HotelsTonight. I arrived at their hotel at almost midnight on Saturday, August 10th, exhausted and looking forward to a soft bed and a good nights rest. I arrived at this hotel with my room reservation confirmed, and they saw the reservation on the screen, but said unfortunately, they had no rooms available for me. I was devastated to say the least! I am under the impression that booking through a third-party app like expedia, booking.com and others like it are representative of Hyatt itself, since they contract with these sites to get their rooms more chances of being booked. They said there was nothing they could do. I called HotelsTonight, and they promptly refunded me and called the hotel to find out what had happened. The hotel receptionist told HotelsTonight that there been an inventory mixup on their end. Iahd to find another hotel nearby, pay over the phone, and pay to take a Lyft there, finally getting to sleep close to 1 am. I reached out to Hyatt Place Peña Station the next day to give feedback about my experience fully expecting them to take some responsibility for this huge error, since I arrived at midnight and found no room available for me. The manager, Louis, told me that it’s all HotelsTonight’s fault that they had still listed a room available. Even though the receptionist fully admitted that they had overbooked. They also took no responsibility for the fact that they allow the sites to post rooms for them representing them as a company. Both managers I spoke to said they would take no responsibility and it was not their fault that there was no room when I arrived. So I asked why they allowed these third-party sites to represent them as a company because it reflected poorly on them . In fact, Louis, even though I was polite and matter-of-fact hung up on me. There’s clearly is not a good relationship between these third-party sites and the hotel company. However, the hotels continue to use these third-party apps and we as consumers should be able to trust that when we book on them that we are guaranteed a room. I had to book another hotel and take a Lyft to it, costing me much more than what I thought it was going to pay that night. All I asked is they me compensate me a room some other time in the future. They refused. They took no responsibility and blamed it all on the third-party site. I just want other people to know that this is a possibility with Hyatt Hotels. I personally will not be staying at a Hyatt hotel ever again. I feel like the customer service all the way through the process has been absolutely terrible. They clearly are a big enough company that they do not care about whether they get negative reviews or negative responses to certain things that happen . That is their corporate culture from what I saw.