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- Oct 10, 2018
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This is a bit of a confusing situation, but here's what happened:
Back in July, I made a booking using 2021 points for a check in at a ski resort in April of 2021. We live close by, and we were excited to get the trade -- it isn't one that pops up often. I booked it, received the confirmation e-mail and everything looked good. It cost me 800 points.
A day or two later when I logged into my Hyatt account and looked at my reservations and it was no longer there. The points were still gone and I certainly didn't receive a refund on my booking fee. I wasn't sure what to think. I called and spoke to a CSR and she said that while it was odd that my reservation didn't display in my account, everything looked fine on her end. I still felt a little uneasy about it, but I was OK with that (I didn't think I would need to cancel this reservation -- so as long as it looked like I could check in, I was OK with it).
The ski resorts released their calendars recently and the ski season is closing a full week earlier than earlier years. I decided to cancel since the ski resorts wouldn't be open.
Since I couldn't do so online (becauseI couldn't see the reservation), I decided to call in. They were able to cancel the reservation, but the points weren't refunded to my account. They asked me a couple of questions and said "Wait was that in a WAITLIST state?", and I said "I don't think so -- it still took my points, and I have the confirmation e-mail" then they asked if they were "Gift Points" (I have no idea what that is), but I said they were not. Then they asked if they were 2020 points, and I said that they were definitely 2021 points (I can still see that they were on my activity) and I wouldn't have cancelled if they were 2020 points. The rep was very nice and agreed that I must have been the victim of some type of glitch, but he had ZERO clue how to fix.
I was on the phone for probably 30 minutes, and he said that they would be restored to my account overnight. I was told this with COVID cancellations (spoiler alert -- that never happened - but they decided to change the policy after they told me they would be restored to CUP, and instead they were restored to RCUP...water under the bridge at this point, just frustrating that they told me one thing and did another).
The points aren't there and I would be absolutely SHOCKED if they are there in the morning. They had promised me refunds (booking fees) from some other issues with the system, but I still haven't received the refunds. It worked out because they took notes that they owed me a credit, and I booked something else in it's place....so it was a wash, but still frustrating. It just indicates to me that there are some serious issues with their system.
How would you proceed? I am not happy about 800 points essentially being lost. I don't know how this gets fixed short of them having an IT engineer restore them in their backend database which could take weeks. Should I see if they can make a reservation of equivalent points and somehow waive the points requirements?
This feels like something I could be calling back in on for weeks on end, and I just don't have the energy to deal with this -- even though I will because I want those points back. Would you try to ask for some type of concession? I.E. I am going to make these bookings, will you waive the booking fees because I've had to spend so much time dealing with this?
Just as a bit of information, I am a web developer (brace yourself, this gets nerdy), but when I looked at the JSON after the reservation disappeared from my account, I could see that the reservation was in a status of "WAITLISTED". Reservations that displayed on my account showed a status of "BOOKED".
It's almost like the points were deducted, I received a confirmation and probably one or two days later someone or some process changed it to a waitlisted state (I do remember seeing the reservation in my reservation lists at some point)....even though they never returned the points to my account. It's all so frustrating.
Any other advice you want to share? I realize this is a complete fluke, but it's still maddening.
Back in July, I made a booking using 2021 points for a check in at a ski resort in April of 2021. We live close by, and we were excited to get the trade -- it isn't one that pops up often. I booked it, received the confirmation e-mail and everything looked good. It cost me 800 points.
A day or two later when I logged into my Hyatt account and looked at my reservations and it was no longer there. The points were still gone and I certainly didn't receive a refund on my booking fee. I wasn't sure what to think. I called and spoke to a CSR and she said that while it was odd that my reservation didn't display in my account, everything looked fine on her end. I still felt a little uneasy about it, but I was OK with that (I didn't think I would need to cancel this reservation -- so as long as it looked like I could check in, I was OK with it).
The ski resorts released their calendars recently and the ski season is closing a full week earlier than earlier years. I decided to cancel since the ski resorts wouldn't be open.
Since I couldn't do so online (becauseI couldn't see the reservation), I decided to call in. They were able to cancel the reservation, but the points weren't refunded to my account. They asked me a couple of questions and said "Wait was that in a WAITLIST state?", and I said "I don't think so -- it still took my points, and I have the confirmation e-mail" then they asked if they were "Gift Points" (I have no idea what that is), but I said they were not. Then they asked if they were 2020 points, and I said that they were definitely 2021 points (I can still see that they were on my activity) and I wouldn't have cancelled if they were 2020 points. The rep was very nice and agreed that I must have been the victim of some type of glitch, but he had ZERO clue how to fix.
I was on the phone for probably 30 minutes, and he said that they would be restored to my account overnight. I was told this with COVID cancellations (spoiler alert -- that never happened - but they decided to change the policy after they told me they would be restored to CUP, and instead they were restored to RCUP...water under the bridge at this point, just frustrating that they told me one thing and did another).
The points aren't there and I would be absolutely SHOCKED if they are there in the morning. They had promised me refunds (booking fees) from some other issues with the system, but I still haven't received the refunds. It worked out because they took notes that they owed me a credit, and I booked something else in it's place....so it was a wash, but still frustrating. It just indicates to me that there are some serious issues with their system.
How would you proceed? I am not happy about 800 points essentially being lost. I don't know how this gets fixed short of them having an IT engineer restore them in their backend database which could take weeks. Should I see if they can make a reservation of equivalent points and somehow waive the points requirements?
This feels like something I could be calling back in on for weeks on end, and I just don't have the energy to deal with this -- even though I will because I want those points back. Would you try to ask for some type of concession? I.E. I am going to make these bookings, will you waive the booking fees because I've had to spend so much time dealing with this?
Just as a bit of information, I am a web developer (brace yourself, this gets nerdy), but when I looked at the JSON after the reservation disappeared from my account, I could see that the reservation was in a status of "WAITLISTED". Reservations that displayed on my account showed a status of "BOOKED".
It's almost like the points were deducted, I received a confirmation and probably one or two days later someone or some process changed it to a waitlisted state (I do remember seeing the reservation in my reservation lists at some point)....even though they never returned the points to my account. It's all so frustrating.
Any other advice you want to share? I realize this is a complete fluke, but it's still maddening.