Hyatt

Dear Hyatt - rooms were reserved at The Hyatt, Yonkers for a large group of Ministers from Virginia to attend our Church Anniversary Service on March 31st. Reservations were made for March 29-31, 2019. A reservation was made for the Apostle of the visiting ministry which was to be paid using my Church credit card. Confirmation Number [protected]. Apart from calling The Hyatt @ 914-377-1400 and providing the credit card information, I personally drove to the Hotel In Yonkers and presented the credit card to ensure there would be no issues when the esteemed guest arrived. The card was approved and would be on file, the reservations agent accompanied and gave me the courtesy of placing my gift basket in the Room 213. A late check in was confirmed weeks in advance and the entourage arrived after midnight at The Hyatt Yonkers. I received a phone call while in my bed, exhausted from a long day. The agent informed me that the credit card was being declined. I assured her there are funds on the card and that I was at the hotel earlier and the card was accepted. I literally was on the phone with the agent more than 30 minutes - while the Guest waited (all the other Ministers waited as well to make sure their Apostle was OK), as I was told the card continued to be declined and would no longer be swiped. I was asked to provide another card, provide a photo ID and send it all electronically. The information, which was my wife's credit card and her personal ID information was sent via text to a guest who then gave to the agent. THEN the agent informed me that the card was also being declined. By then AN HOUR had gone by, our Guest was not allowed to go to the room which was cleared earlier and had the gift basket because "the room is not paid for"! I was getting dressed to drive across town with the actual card when I was told the card was accepted. This entire unexpected and totally embarrassing situation was definitely NOT what I expected from such a high quality Hotel. When he was finally allowed to go to his room tried calling the Apostle's room #213 and the call kept getting dropped until finally I was able to apologize for all of the frustration and inconvenience. I chose The Hyatt over all of the other hotels in the surrounding area because I wanted the Group and especially the Apostle to experience the best of New York on their first time visit.
Regards,
Louis Modeste
Hyatt Member # 533544483Y
Contact: [protected]
[protected]@gmail.com