Does Hyatt Have The Most Incompetent Accounting Department?

You have my sympathies, it took nine e-mails and two phone calls last year to fix with the Hyatt Newport.

Accounting is incompetent at its best at Hyatt corporate

Don't you mean Ke$ha? 😉

Ben, darling... Why not just call your private line agent in Omaha...? Why deal with hotel accounting and gold passport people?

I think you went wrong was when you tried the "fix" the problem one accounting gave you what was obviously an incorrect answer. You should have simply hung up after taking the agent's name and called the general manager of the hotel. Not only would he have almost certainly taken care of the problem, he probably would have given the agent much needed retraining.

You violated your own rule. When the agent doesn't know what they are doing, hang up. Unlike an airline however, you don't call back, you call someone in authority. Every hotel has one.

I think I would have called the Diamond line from the get go and let them work it all out for me.....hopefully.

However, that is quite a round robin you've been going through. And the fact that they sent you an 'internal' email 'about' you is just deplorable.

Kudos on the patience - after one hour I would've just done a chargeback with my bank.

I stayed at the andaz west Hollywood. The building is nice but the staff is not particularly good. On arrival at 11:30pm after a transcon they simply said they had given out room away and had to accommodate us at the Mondrian, promising only to "take care of us" when we came back even though we tried to get concrete compensation. Recouperaction was inconsistent and we had to actually ask the checkout guy to make sure certain meals were credited.

I'm a plat in gold passport. I assumed my status would help keep my room from being given away, but nope. Now I don't really want to go back and risk not having a room.

Yes, they do have more than their share of accounting errors. It is a very stark difference between gold passport and their accounting. I was double charged for a stay on two different credit cards. I emailed them and didn't hear back. So I tweeted hyatt concierge. Took care of it in less than 1 hour. After hours.

i don't think grammar is a skill for the Keshas of the world.

By the way, i stopped assuming a while back after getting incorrect bills. I always get my bill before checking out.

You should send them a professional invoice for the two hours of your time wasted at $100/hr. If the accounting department is that incompetent, they might just pay it!

haha yeah that's happens with Hyatt. I actually had a hotel to forget to charge me once for a stay. When I brought it to their attention they were like you stayed here?

Surprised you haven't gotten about 15000 bonus points as comp. that's usually what they throw at me when they screw up. And it works. I can be bought.

I always check-out when I leave. Or at a very minimum drop off the key, so it's not just about verifying my folio. I consider it common courtesy.

I appreciate the times I have an early arrival that the hotel is able to accommodate an early check-in. I realize that many times an early check-in is possible because my room wasn't used the night before. But I'm there's plenty of times because by "coincidence" my room happened to be cleaned already. The chances of that coincidence increases if the property has the chance to get started on cleaning the room asap. Pay it forward.

I have found when dealing with an issue during a Hyatt stay that the GM fixes it ASAP with me wanting to return to Hyatt properties-making me feel they value my business.

I have found when email/phone methods of dealing with an issue after a stay, the result has been the same with wasting at least a couple of hours of my time and my thinking that Hyatt is just another hotel chain-that Hyatt doesnt value me as a customer.

Stayed there a couple of years ago and was incorrectly billed AFTER CHECKOUT(!) for room service that I'd never ordered. Took about three weeks to sort out.

I'd definitely escalate the appalling handling of this complaint - to make the mistake in the first place is one thing but to take this long to sort out us unacceptable.

@Lucky,
Your story depicts an extremely negative image on hyatt. I had a similiar terrible story with hilton (that made me determined to give up hilton diamond status). My experience with marriott and starwood has never been so bad. So, hyatt is no exception when you came across careless staffs.