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CB Travel and Vacations Hyatt Incorrect charges
Hyatt

Hyatt review: Incorrect charges

J
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10:25 am EST
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On January 6, 2024, my husband and I arrived at the Hyatt Place at 709 Eden Way N. Chesapeake, VA, approximately 4pm. On January 7, 2024, at 8:50 am, my husband and I asked the attendant for the location of the nearest Waffle House. I also asked the front desk clerk about a later check out time past 12pm. I specifically asked, "Is there an extra charge for a later check out time?" The front desk clerk stated, "do not worry about it!" No additional fees were mentioned. The front desk clerk stated that he would have to print out a new receipt which he presented for $126.35 only with no additional fees indicated. We left the property and returned at approximately 3pm to check out. Upon check out, I checked my credit card account in front of the front desk clerk and noticed that I had multiple charges of $126.35 and a pending charge of $176.35. When I questioned the front desk clerk, he stated, "Not to worry." "Those charges will fall off" "I always have to explain that to people and they do not understand!" At 3:16pm we were given 1 invoice for $126.35 on January 7th indicating no extra charges. On January 8, 2024, while back in Queens, NY., I checked my account, and discovered two charges of $126.35 and $176.35 pending. I called the Hyatt Place and spoke to Sid who stated I had 2 reservations with a check out on 1/8 and this was the reason I was charged another $126.35. This is not accurate. I called cx service number and a case was created. I later spoke with Moeen Khan, the General Manager and I explained to him what I was told by the front desk clerk. Moeen stated that, "That is not true" "He would never say that!" I asked Moeen is he was calling me a liar and he responded, "Do not put words in my mouth" Moeen's phone mannerism were toxic. He was unfriendly, combative, aggressive, unwilling to listen to reason, unprofessional and displayed a lack of empathy which is one of the worse toxic managerial traits and the core of bad behavior. He was condescending and dismissive of my issue and insisting I had 2 reservations and then stated that because I checked out after 2pm instead of 12pm On January 7th, I was charged an extra day and offered no resolution. I informed him that I will be reaching out to customer service about his behavior and follow up on this issue and then he informed me if I ever came back to the Hyatt Place in Chesapeake, come see him and he will take care of me (the insult). I checked the Hyatt website regarding a later check out time and the policy that was given to me by Moeen is not reflected on the website nor posted anywhere as a reference. There is a reference of a minimal fee but not that a customer would be charged a full day's stay. Corporate cx service has been informed and it appears that Moeen and associates are engaging in unethical business practices that needs to be investigated. At best, Moeen is a terrible representative and an embarrassment to the Hyatt brand! He exemplifies the opposite of what Hyatt's mission, vision and core value's stand for - the company's commitment to its customers. I have since filed a complaint with the BBB and awaiting a follow up from corporate customer service.

Claimed loss: $126.35 and pending $176.35

Desired outcome: Please refund the additional $126.35 that was charged to my account. I also want an apology from Moeen in how he spoke to me and how he handled this situation.

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