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CB Travel and Vacations Hyatt Lies and power outages
Hyatt

Hyatt review: Lies and power outages

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12:27 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I am wriiting to you to request assistance on a recent stay at the Hyatt Carmel Highlands. After driving 6 hours from southern CA to check into the hotel, we were told that there would be a planned power outage. Since this was a planned outage, it was not acceptable for us to find this out upon checking in. Next they told us that it would likely be somewhere between 15 minutes or maybe 1-2 hours but would be sometime between 8PM and 6AM. We figured, no big deal. The power went out at exactly 8PM and we were left in total darkness, Our refrigerator that we had just stocked with food was off, there was no back up generator for our building. The power outage was not 15 minutes, it was not 2 hours, it was 14 hours. During this time, we heard nothing from hotel staff. Not even someone to tell us where the flashlight was that we could not find in the dark. This is not only an inconvenience, it was dangerous, it was pitch black.
The next morning, at 8AM, I went to the manager on duty, Abel and asked for a refund as the power was still off. He told me that because we were Hyatt residence club members, he could not refund us, that we would have to go through the residence club for points reimbursement. The gentleman next to me who was a hotel guest and also furious was refunded his money and he promptly left. Another woman in our building was moved to the Hyatt hotel in Monterey as she was on a CPAP and needed power.
When I called Hyatt residence club, they told me they could not help me and I would need to go back to hotel manager as he was the only one who could initiate the refund. So now I have been lied to by Abel and I am being inconvenienced again. When I spoke to Jessica during an escalation call, she assured me I had the right location and this would go to senior management not just the hotel. But when she called me back, she gave me the same song and dance, sorry this was a planned power outage, there is nothing we can do for you. To make matters worse, I was told that they would not issue a refund and that no one was given a refund, which I saw with my own eyes. This is not just terrrible customer service, a far cry from what Hyatt hospitality should be, it is flat our dishonesty. I am shocked, angered, and deeply disappointed. I would like my points for the weekend reinstated. I should not have to even be writing this letter and when I am finished here, I will start with my YELP reviews.

Sincerely,

Janine Hellebrand

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