It’s pretty standard for hotels to provide compensation (or “gestures of goodwill”) in the event that something significant goes wrong with a hotel stay. However, the way that one hotel in Mexico seems to be going about this is a bit ridiculous, if you ask me.
A Hyatt’s laughable compensation contract
An OMAAT reader had an awful stay at a Hyatt all-inclusive property in Mexico. There’s a lot that went wrong with the hotel stay, from a blackout on the first night (with no safety lights and no flashlights), to food poisoning. Sounds like a fun vacation, eh?
The guest reached out to the hotel in hopes of getting some compensation for what went wrong, which seems reasonable enough. However, he shared that hotel representatives have been belligerent in their communication, and have lied repeatedly.
Eventually, the property offered the guest 44,000 World of Hyatt points as compensation. However, this requires signing a contract, and also sending the hotel a passport copy. So, what does the contract say?
We the undersigned accept the offer of compensation as a good will, stated below as full and final settlement 44,000 Hyatt bonus points.
[Hotel name] has provided attention to my situation at my full prices and entire satisfaction. We expressly release and forever discharge [hotel name] their officer, directors, agents, representatives, employees, successors, assigns, affiliates and subsidiary corporations form any and all claims, demands and actions
Moreover, by accepting this compensation we the undersigned, expressively waive any present, past or future rights to register a complaint, or pursue legal action against the hotel, tour operator or credit card company.
I understand this is confidential and I am agreeing not to comment or involve in negative publicity against the hotel or any associated company.
NO ALTERATIONS TO THIS RELEASE WILL BE ACCEPTED
Crikey, this is ridiculous…
The guest asks what I make of this contract from the hotel. I mean, where do I even begin?
First of all, this contract is a complete joke. It’s not coherent, and doesn’t even make sense. How can you can waive the rights to register a complaint in the past, as the contract suggests? And then you’re agreeing to not engage in any negative publicity against the hotel? So you’d be violating the contract if you wrote a TripAdvisor review about your experience?
I can understand if a hotel would want a legal contract for a major settlement where the hotel is compensating a guest tens or hundreds of thousands of dollars. But for 44,000 World of Hyatt points, which is roughly enough points for one night at a top Hyatt hotel, this is a bit of an overkill.
Personally, I wouldn’t sign this. What would I do instead? Well, I’d reach out to Hyatt consumer affairs, and get them involved. I can’t imagine that the approach the hotel is taking, forcing guests to sign a bizarre, wonky contract, is in line with the experience Hyatt wants to offer its guests. Hopefully Hyatt can have a bit of a pep talk with this property. At a minimum, maybe they could actually write a contract that makes even a little bit of sense?
Bottom line
A guest had a bad experience at a Hyatt all-inclusive property in Mexico. As is pretty standard when things go wrong, the hotel offered the person compensation. However, this requires signing a contract, which includes provisions like waiving the right to past complaints (huh?), and not engaging in any negative publicity about the hotel.
Personally I wouldn’t sign a contract like this, and would reach out to Hyatt corporate.
What do you make of this Hyatt compensation contract? Would you sign it?
Membership is free and takes no more information than commenting as a guest. Earn status points for good contributions, and see fewer ads as your status grows.