Hyatt

I booked this hotel stay with Hyatt Regency Indianapolis through Expedia on November 18, 2018. We had purchased tickets to a concert in another state and we were staying at this hotel for one night. The event was not until October of 2019. I purchased both the concert tickets and the hotel tickets at the same time. I can't recall receiving a confirmation email for the hotel but I did for the concert tickets. I thought I put them both in a folder in my google account. In August of 2019 we were informed that the date of the event had changed. I looked all through my emails but could not find the confirmation for the hotel only the concert tickets. My recollection was that it was a Hyatt. Nearly a year later I could not recall how I had made the reservation. I went through all of my banking statements and could not find a charge for the hotel either, so I called all the Hyatts in Downtown Indianapolis to see if they had a reservation for us that week in October. All said no. At that point, I figured I either had been mistaken of the hotel or I hadn't booked it after all. I checked a few other hotels that seemed may be possibilities. I checked prices for the new date at the same time and booked a room at the Hilton for the new concert date, (they had no record of a reservation for us either). I expected that if I had booked a room I would get a confirmation sometime before the event. The week that the concert was supposed to take place I intentionally looked through my emails to see if I received a confirmation from any hotel. The only one I received was from the Hilton for the 26th, the night of the rescheduled concert. So, I thought that I had been mistaken and really didn't give it anymore thought until Friday morning the 25th when I saw an email from Expedia requesting me to fill out an evaluation for my stay at the Hyatt on the 23rd.

I called Expedia right away. I spoke with a nice man who called the Hyatt and asked if we could simply reserve a room for Saturday night the 26th without charge for the mix up, (mind you I had called the Hyatt months before and I had not received any confirmation for either Expedia or the Hyatt). The man said that he had spoken with a clerk and a manager twice and they were not willing to do anything except offer us a room for $259 for the 26th. I asked that man if there was some sort of compensation from Expedia. I was a bit irritated that Expedia nor the Hyatt had not sent out a confirmation at all either. I had not remembered who I ordered this room through and while I understand this was my error, I would think an establishments as popular as the Hyatt and Expedia would have such a process in their system. I cannot believe that I am the only one this has happened to. When you book something a year in advance, it is easy to understand how you could forget how it was booked and who it was booked with. The man said he spoke with a supervisor from the Hyatt and was told since I didn't cancel in advance there was nothing he could do for me. Really?

I am the only one taking responsibility for this? I did try to cancel in advance but the Hyatt couldn't find my reservation. I didn't expect to be reimbursed the whole amount but something for my inconvenience would have been appropriate or at the very least good customer service. Something seems very wrong with this to me. The Hilton sent me several notices. They were also cheaper than the Hyatt for the same night.

I am very disappointed in Expedia and the Hyatt. I would have thought doing business with quality establishments like this would have meant a higher level of customer service and follow through. Hoping that this correspondence will inspire you to rethink your policies.

In an ideal world I would be totally refunded for the room since I tried back in August (I believe it was around the 19th or 20th) to cancel the reservation.

Sincerely,

Fran Piekarski