Yesterday, I wrote about some shady behavior by the Hyatt Centric South Beach. An OMAAT reader made three bookings for next year on dates coinciding with World Cup games in Miami, as the rates weren’t inflated compared to what they’d usually be. Days later, the hotel emailed him to cancel his reservations, presumably wanting to charge more (since rates had quadrupled since).
The justification for canceling was that the hotel’s front office manager claimed that a one-night deposit was required at the time of booking (not true, based on the terms), and also claimed that the guest’s credit card was declined (he has no record of that). Conveniently, she invited him to rebook on the website “at the current available rate,” now that rates were four times as high. Anyway, there’s an interesting update now…
In this post:
Hyatt Centric front office manager gets defensive
For context, be sure you check out the previous post first. Long story short, Christophe sent the front office manager a link to the story I published, and she responded to him as follows:
I am writing to directly address the concerns raised regarding your recent reservation and to provide clear clarification following a full internal review and consultation with Hyatt Global Support.
First and foremost, I want to make it unequivocally clear that at no point was there any attempt to overcharge you. The cancellation of your reservation occurred due to an internal rate code error, which has since been identified and corrected.
After a detailed review, it was confirmed that the deposit policy tied to your reservation required payment to be collected three (3) days prior to arrival. This policy is consistent with Hyatt’s standards and was appropriately applied in this instance. Once this was clarified, your reservation was reinstated without issue or delay.
It is also important to note that all reservations at our property are subject to the terms, policies, and discretion of the hotel, in accordance with Hyatt guidelines.
While we are always committed to providing excellent service and addressing guest concerns professionally, we must also set a clear expectation: we will not tolerate disrespectful behavior or unfounded accusations toward our team. We hold ourselves to high standards of integrity, and we expect the same level of respect in return.
We appreciate your understanding of our position and look forward to ensuring the rest of your experience is in line with the standards you expect from Hyatt.
Christophe responded to this message, as follows:
Can we be realistic though?
You have a guest that 3 confirmed booking. If there is any issue with those bookings you reach out. Particularly a year in advance.
It is just very convenient that you cancel whilst the price has been multiplied by 4.
Even with the code error had it been at any other period you would have reached out. Hotels reach out all the time they never proactively cancel 3.
I would add that these 3 reservations are at different dates. So its not like there was an attempt x days in advance to get payment. There is someone at revenue management who just didn’t like that rate.
The front office manger responded to that, as follows:
Once again that is not true at all.
No one looked at your rate nor made any changes based on your rate price. I didn’t even know the time frame you were coming was a special occasion I was whole heartedly under the impression one night deposit was required at the time of booking and I was only doing my job and collecting deposits for not only you but numerous people under the same rate code. Since bringing this to my attention I had to go back and fix other reservations as well we do have other rates that if not able to collect we are instructed to cancel and notify the guest of the cancellation in my primary email I informed you I would be happy to assist you in rebooking. Tarnishing our property is unacceptable and you are accusing me and others of things that are not true.
Does this explanation make sense to anyone?
I’m impressed that a full internal review was conducted on the afternoon of July 4… talk about efficiency! The only issue is that… nothing that’s written actually makes sense? Let’s unpack this “clear clarification,” as she calls it:
- The reservation was canceled due to “an internal rate code error,” whatever that means; that’s a convenient thing to blame something on, since it’s not like there’s anything there we can question (it’s very “there’s been a disturbance in the kitchen” vibes, from Curb Your Enthusiasm)
- The “detailed review” determined that the “deposit policy” for his reservations was a deposit being collected three days before arrival; not only is that not stated in the rate terms of the reservation he booked, but his stay is for roughly a year from now, so it’s not three days from arrival
- Okay, if all reservations are at the “discretion of the hotel,” then just say that; “hey, we published too low of a rate, and we don’t want to honor it,” rather than making up a fake deposit policy and claiming a credit card declined
- The front office manager then pivots on her position; suddenly she’s “whole heartedly under the impression one night deposit was required” (based on what?!)
I can’t say with 100% certainty that the hotel representatives are lying. I believe with 99%+ certainty that they’re not being entirely truthful here, but if I were to give the hotel the benefit of the doubt, this explanation makes no sense whatsoever. Let’s assume for a moment that the front office manager is telling the truth. What does that say about the level of customer service and integrity with which the hotel does business?
- The hotel falsely believed that a one-night deposit was required at booking, even though that wasn’t the case
- If the hotel wasn’t able to collect that one-night deposit, and this stay is a year out, wouldn’t any hotel consider it to be decent customer service to reach out to the guest and ask for their updated details?
- Then the hotel claims that a deposit is required three days before arrival, when that’s still not reflected in the terms
I love how defensive the manager gets, saying “we will not tolerate disrespectful behavior or unfounded accusations toward our team,” and “we hold ourselves to high standards of integrity, and we expect the same level of respect in return.”
Thou doth protest too much, no? It’s funny to accuse other parties of disrespect and a lack of integrity, when that’s exactly that’s on full display here.
Keep in mind that when the guest called the Globalist line to have the reservation reinstated, the supervisor reportedly spoke to the same front office manager, who claimed that she was just following instructions from revenue management.
I’ll open this up to OMAAT readers. Does anyone believe the hotel’s explanation? Or at a minimum, could anyone actually help me understand the hotel’s explanation, because it makes no sense to me?
Bottom line
The Hyatt Centric South Beach decided to cancel some bookings for next year, with questionable justification (to put it politely). Now the hotel is defending itself, but the explanation makes zero sense to me. If this is the best job the hotel can do with providing a “clear clarification” of what happened, then I think the hotel might need to hire a new comms person.
What do you make of this Hyatt Centric South Beach saga?
I'd recommend that the user and others of this blog or other blogs post this review against the hotel in TripAdvisor or Google. This will cause a domino effect whereby the hotel will have to answer to. Just seems like another money grab scheme.
Hyatt should do the right thing - beyond reinstating his original reservations at the original price. They should fire the front office manager.
Hyatt won’t. Hotels are the customers, guests are the product. They will probably privately apologize to the property owner and let them continue to do whatever they want. (As evidenced by multiple other Hyatt properties in the US and UK.)
Hyatt beclowns itself by employing such lying gutter trash. What else do you expect from Porky Pig Pritzker.
Isn't he entitled do compensation as the hotel did not honor the reservation? I'm not saying that it would be worth the increase in hotel rooms around the area at that time, but after the current incident it would make me want to collect such compensation and find another place to stay.
Same with Hilton. Last March booked a bi-level King Suite at the Waldorf Astoria Park City Utah. Feb 18-25. I always fly mid week to save a few bucks. About a week after the Sundance dates were announced I get the phone call I knew was coming. "Mr. G... We hate to do this and hope you understand. Due to the announcement of the movie festival dates we need to give you the chance to...
Same with Hilton. Last March booked a bi-level King Suite at the Waldorf Astoria Park City Utah. Feb 18-25. I always fly mid week to save a few bucks. About a week after the Sundance dates were announced I get the phone call I knew was coming. "Mr. G... We hate to do this and hope you understand. Due to the announcement of the movie festival dates we need to give you the chance to pay (three times more). At least they told me the truth and I know the game as family had travel agencies. I got a refund and 1
I actually stayed here at this same place when they first opened under the Hyatt brand. I could not believe how incredibly rude most of the staff were, I mean over the top rude, so I absolutely believe this happened. I'm happy that there are forums for stories like this so people can decide where to spend their money.
I have avoided Hyatt Centrics as much as possible - I've had one, singular impressive stay at one (NOLA). It's a brand for Hyatt to allow developers to downgrade flags but stay affiliated with a major hotel chain, and you get horrendous hospitality like this as a result.
HC Wall Street should have been properly deflagged years ago, HC Minneapolis has lovely staff but management does not care at all, HC Playa Del Carmen...
I have avoided Hyatt Centrics as much as possible - I've had one, singular impressive stay at one (NOLA). It's a brand for Hyatt to allow developers to downgrade flags but stay affiliated with a major hotel chain, and you get horrendous hospitality like this as a result.
HC Wall Street should have been properly deflagged years ago, HC Minneapolis has lovely staff but management does not care at all, HC Playa Del Carmen is a glorified dayclub, and while others liked HC Murano, I thought the service was terrible
Interesting. My only bad experience at a Hyatt was at the HC Minneapolis. I booked a suite, and when I arrived I got what I would describe as a large studio that looked nothing like the photos online. It had a single window and was dimly lit even in the middle of the day! I complained to the front desk and they were only able to get me into the room I booked 2 days...
Interesting. My only bad experience at a Hyatt was at the HC Minneapolis. I booked a suite, and when I arrived I got what I would describe as a large studio that looked nothing like the photos online. It had a single window and was dimly lit even in the middle of the day! I complained to the front desk and they were only able to get me into the room I booked 2 days into my 4-day stay. (To your point, I believe the front desk did the best they could; management shouldn't be selling this room as a suite at all.) I asked Hyatt support for a refund of the rate difference between a suite and standard king room for the 2 days - it was like $150 total - and they told me to pound sand. Odd to lose a premium customer over $150.
It is right to speak about this. Not going to book this hotel..as in ever.
By the looks of it is bridge of contract, plain and simple. Time to have an attorney handle the case, also file a complain with the state attorney general office and local government consumer affairs office. Of course, needless to say, spreading this blatant corporate abuse in all social media platforms should be a given.
I've stayed at this hotel and found it uneventful which is actually a good thing. Had a good sleep and explored the city a bit. All good. But I'd like to point out that 1. I don't believe the hotels explanation 2. The explanations are not helpful 3. They should not be fanning the flames here and simply make the customer happy (it's a customer service role after all) by saying simplye "It was our...
I've stayed at this hotel and found it uneventful which is actually a good thing. Had a good sleep and explored the city a bit. All good. But I'd like to point out that 1. I don't believe the hotels explanation 2. The explanations are not helpful 3. They should not be fanning the flames here and simply make the customer happy (it's a customer service role after all) by saying simplye "It was our fault. We should have been more proactive and all your bookings have been set at the original rate. Anything else is just bad business. 4. I'd think twice about booking there again if I know that they have acted in this way. 5. This doesn't just reflect badly on the property but on Hyatt as well. Many of us have fled from Marriott because they don't make sure that the ecosystem of bookings and treatment of guests is fair for all. If they don't respond rapidly to stories like that and keep the properties inline with expectations set then it makes the Hyatt ecosystem less sticky. Not a good thing considering all the effort and money spent by Hyatt to make the network of hotels bigger and better (something Marriott failed at badly and lost them a ton of business from frequent flyers).
Their ownership is very clear on their website about their intentions which fully supports your version of events
"
About Us
Behind Every Project,
a Passionate Team.
Contact Us
image of the whole team
MIA Hospitality
Marriott
The Restaurant People
Marriott
Hyatt
Our long-standing relationships with the world's premier hospitality brands enable us to deliver exceptional experiences in strategically selected locations. By partnering with...
Their ownership is very clear on their website about their intentions which fully supports your version of events
"
About Us
Behind Every Project,
a Passionate Team.
Contact Us
image of the whole team
MIA Hospitality
Marriott
The Restaurant People
Marriott
Hyatt
Our long-standing relationships with the world's premier hospitality brands enable us to deliver exceptional experiences in strategically selected locations. By partnering with industry leaders, we create developments that combine our real estate expertise with proven operational excellence, resulting in properties that consistently outperform market expectations.
Our Approach.
Grounded in strategic clarity and executional discipline. We identify underutilized, high-potential sites in constrained markets and transform them into high-performing hospitality and mixed-use assets. Every decision—from site selection to operations—is backed by data, experience, and a focus on long-term value creation. We don’t just develop—we deliver resilient, investor-aligned properties that thrive across market cycles and elevate the communities they serve"
They don't really mention guest service at all.
Maybe JD Pritzker needs more money for his political campaign
That's why I no longer support Hyatt Hotels. Guest service is far below profits on Hyatt's priority list. Stick to Hilton. They aren't perfect, but they are way better than Hyatt, Marriott and IHG!
This behavior of Hyatt will cost them customers. 1 satisfied client brings the hotel 2 clients. 1 dissatisfied client let the hotel loose 10 clients. They should have jusi “swollowed their error. This brings more goodwill and happiness. Thei behavior is simply stupid.
sadly it will not
Loyalty programs are DEAD all around
I had a similar experience with the Ritz Carlton in Kuala Lumpur. We booked at a very low rate, quite some time in advance. Well, it turned out that our stay was during the Kuala Lumpur Grand Prix. The hotel contacted us to raise our rate to about 10 times the previous amount. I simply called the Ritz Carlton office in the US and they took care of it. It seems to be a common...
I had a similar experience with the Ritz Carlton in Kuala Lumpur. We booked at a very low rate, quite some time in advance. Well, it turned out that our stay was during the Kuala Lumpur Grand Prix. The hotel contacted us to raise our rate to about 10 times the previous amount. I simply called the Ritz Carlton office in the US and they took care of it. It seems to be a common practice for hotels to try to renege on previously agreed-upon rates when there is a chance for them to gouge
I don’t believe this , I’m hotelier and I know how things work very well the FOM simply very aggressive and should not be in this field
A self inflicted PR disaster for this hotel and it just keeps adding fuel to the fire.
1. Unlike 'my toddler ate a tile in a hotel room while we slept' the hotel is 100% in the wrong here, which they seem to have admitted but not apologised for. Filed an incorrect rate code? Suck it up and learn from it. Your mistake, learn from your mistakes. What do you do when a customer books...
A self inflicted PR disaster for this hotel and it just keeps adding fuel to the fire.
1. Unlike 'my toddler ate a tile in a hotel room while we slept' the hotel is 100% in the wrong here, which they seem to have admitted but not apologised for. Filed an incorrect rate code? Suck it up and learn from it. Your mistake, learn from your mistakes. What do you do when a customer books a non changeable non refundable rate and calls in and says 'oh I am really sorry I entered the wrong date on my stay can you change it'. You say 'no, suck it up, learn from your mistakes.
2. Where is the GM? Your hotel is being slated on the Internet and your Front Office Manager is doing a less than stellar job at trying to recover your reputation from this.
At ANY reputable organisation there is a point (ie when your internal emails are being splashed over travel blogs!) that a GM steps in and says 'thanks XXXX I will take it from here' and tries to own the issue instead of fanning the flames.
Are there no other hotels around and available? Just ban and boycott HYATT AROUND THE WORLD immediately. There are thousands of hotels and chains in the world!!
Forget Seinfeld. "Soup Nazi" will now be replaced by "Hyatt Room Nazi."
Firstly well done on writing these articles.
Secondly the revenue management is pissed off about this rates hence why they went back yo client with initial stoey, then the hotel didn't expect the follow up and articles and reacted.
Whatever the case the hotel should have approached the client and simply said we made an error, however your bookings are here to stay, or if you can kindly provide the card as it has...
Firstly well done on writing these articles.
Secondly the revenue management is pissed off about this rates hence why they went back yo client with initial stoey, then the hotel didn't expect the follow up and articles and reacted.
Whatever the case the hotel should have approached the client and simply said we made an error, however your bookings are here to stay, or if you can kindly provide the card as it has been declined.
Not offering to rebook via the online
Totally bollocks and dumb from their side
Like Amy said on Veep. Even bullshittinb takes talent.
This is a textbook example of how someone digs herself into a deeper and deeper hole by making up nonsensical lies. They should teach this at business school.
Would have been much simpler and cheaper to apologise for an oversight, reinstate the nights and have a bottle of wine wait for the guest upon check in.
From a legal perspective they have no...
Like Amy said on Veep. Even bullshittinb takes talent.
This is a textbook example of how someone digs herself into a deeper and deeper hole by making up nonsensical lies. They should teach this at business school.
Would have been much simpler and cheaper to apologise for an oversight, reinstate the nights and have a bottle of wine wait for the guest upon check in.
From a legal perspective they have no leg to stand on. There was an offer and acceptance - hence a valid contract. While the hotel feels the rate was erroneous, it wasn’t visibly so. Allowing hotels to cancel bookings just because they find a guest willing to pay more can be a slippery slope. It may also render non-refundable room rates not enforceable due to contract symmetry.
Nicholas, I just think that's how all of Miami became. If not all of South Florida. When I came home after 20 years. I didn't recognize the people or S..t world it had become. When I worked at a bar in the Grove people were awesome. Won't catch me dead in hospitality down there anymore. Florida sucks so bad I left the state. I wish when the people of South Florida wanted to secede we...
Nicholas, I just think that's how all of Miami became. If not all of South Florida. When I came home after 20 years. I didn't recognize the people or S..t world it had become. When I worked at a bar in the Grove people were awesome. Won't catch me dead in hospitality down there anymore. Florida sucks so bad I left the state. I wish when the people of South Florida wanted to secede we should have let them. That would make America great again. Unfortunately Cali is a little to financially needed for the USA
Hmmm. I wonder what would happen if airlines and other companies start doing this.
"Dear Mr Xxxxx, we are cancelling your booking that you made two days ago. The rate is now $2,500 and you only booked the city pair for $500. You are welcome to rebook at the higher rate. We look forward to welcoming you onboard our flights...
Exactly! and these Hyatt idiots thinks there’s nothing wrong with doing that. Just terrible and they dare to talk about Integrity. Just make it right.
hmmmmmmm......I wonder what would happen if someone found out this awful practice has been going on........for decades(!)
Brain implosion?
Pearl-clutching?
As used to be said when I was a child, Liar, Liar, pants on fire. Unfortunately greed is rampant and rarely frowned upon as it should be. Integrity is becoming an obsolete word in a dictionary. Money and celebrity status is valued over truth, real love, justice, honesty. Most time the greed is over relatively small amounts of money.
I worked as a Reservation Manager in a top hotel: Let’s be clear here
1. Was it required a deposit to guarantee reservation? Yes or No? If yes, did you pay the deposit?
2. Did you get the reservation confirmation numbers? If you have the reservation all requirements of the reservation will be there.
Simple like that. We do not go back and forth with this.
Proof of your reservation is...
I worked as a Reservation Manager in a top hotel: Let’s be clear here
1. Was it required a deposit to guarantee reservation? Yes or No? If yes, did you pay the deposit?
2. Did you get the reservation confirmation numbers? If you have the reservation all requirements of the reservation will be there.
Simple like that. We do not go back and forth with this.
Proof of your reservation is your confirmation number. And if you have it everything is there and no worries needed.
THERE'S MANY OPTIONS OUT THERE, WHY PATRONIZE THE PRITZKER FAMILY?
Go home Bobby, you're drunk.
Because there is a difference between the hotel owner and Hyatt corporate. If you read the article correctly, Hyatt made this situation right very quickly. The issue is with the ego of a manager at an independently owned hotel that is simply branded as Hyatt. I don’t believe Marriott or Hilton would’ve resolved this issue properly as quickly as Hyatt did.
As a current Rooms Division Manager with experience across different hotel environments, I’d like to contribute to this discussion — not to defend or discredit either party, but to provide insight into what often happens operationally behind the scenes. There’s truth in both perspectives, and I think the reality is more nuanced than it may appear at the surface.
1. Rate Code Complexity Has Evolved Drastically
Long gone are the days where hotels operated...
As a current Rooms Division Manager with experience across different hotel environments, I’d like to contribute to this discussion — not to defend or discredit either party, but to provide insight into what often happens operationally behind the scenes. There’s truth in both perspectives, and I think the reality is more nuanced than it may appear at the surface.
1. Rate Code Complexity Has Evolved Drastically
Long gone are the days where hotels operated with just a handful of rate codes — a BAR, a corporate rate, a couple of promotions, and that was it. Today, properties work with hundreds of rate codes simultaneously, with variations by market segment, source, length of stay, room category, even booking window. These are often managed across different layers — global campaigns from the chain, regional offers, third-party channels, and property-level promotions — all overlapping in a distribution ecosystem that isn’t perfect. Errors are inevitable from time to time, especially when one code accidentally pulls broader access than intended.
2. Rate Errors Are Common and Sometimes Get Caught Late
I’ve personally encountered errors where promotional rates were extended too far or mapped incorrectly to premium room types. In these situations, my approach is to honour it when possible, particularly when the guest appears to have booked in good faith. However, not all errors get caught at the time of booking — some only surface later when a prepayment is due, or a rate audit is done closer to arrival. When a system flags a deposit failure or a rate misalignment, cancellation can be an automated or policy-driven process unless someone intervenes manually.
3. Anecdote: Booking the Penthouse
I once booked a stay at another hotel within our brand where the staff rate was unintentionally applied across all room categories — including the Penthouse. I booked it, fully aware it seemed too good to be true. The Revenue Manager later reached out and said, “I know you probably booked this in good faith, but we can’t have you staying in the Penthouse at this rate.” He offered a fair compromise: a mid-tier suite instead. I accepted. It was clearly an error, but how it was handled made a difference. That approach showed respect without blaming anyone — and I walked away satisfied.
4. The Frustration Here Is More About How It Was Handled
From reading the exchange, I believe Christophe’s frustration stems less from the cancellation itself, and more from the perceived lack of communication. If three reservations were made a year out, with different dates, and only cancelled when the rate changed significantly, I understand why it felt suspicious. A proactive message would have changed the tone of this entire situation. But from the Front Office Manager’s side, I also see a team member following protocol — processing deposits across the board (whether she did process or not is another thing - it's a he say, she say situation) for a rate that was later found to be applied too broadly.
5. Front Office Teams Often Inherit the Fallout
One point often missed in these discussions is that Front Office staff are usually the last in the chain of communication. They don’t always set the rate, configure the booking logic, or control channel setup. But they’re the ones who deal with guests face-to-face — and inherit the responsibility to explain things they weren’t even part of creating. It’s incredibly challenging to maintain professionalism and empathy when you’re being accused of unethical behaviour for simply enforcing a policy someone else designed.
6. Guest Expectations vs. Operational Realities Must Be Bridged
Ultimately, we as hoteliers need to better bridge the gap between what guests expect and what actually happens operationally. Guests reasonably assume that once they have a confirmation, everything is settled. But in reality, systems are complex, mistakes happen, and hotels do make corrections — sometimes poorly communicated ones. This doesn’t make it okay, but it highlights the need for more human, empathetic communication when errors occur. If we can catch mistakes early and speak to guests openly, the outcome is often much more positive than when it’s perceived as a rate hike in disguise.
"whether she did process or not is another thing - it's a he say, she say situation" - Surely there must be a record of any attempted charge even if failed? My bank shows all declined transactions on my card. I'd expect the whatever POS system's in use to make logs as well.
Given the hotel's refusal to solve the problem until it got out into media, I very much doubt it was an honest...
"whether she did process or not is another thing - it's a he say, she say situation" - Surely there must be a record of any attempted charge even if failed? My bank shows all declined transactions on my card. I'd expect the whatever POS system's in use to make logs as well.
Given the hotel's refusal to solve the problem until it got out into media, I very much doubt it was an honest mistake. Otherwise they would have fixed it upon customer's initial complaint (or better yet, reached out to customer before cancelling the booking).
Sorry to tell you, Ref. #3, if the corporation or affiliates commit an error, they should own it otherwise it should be considered "Bait and Switch". In the automotive business where I come from, is ILLEGAL.
@Rob - You must have not caught up with the T&Cs listed as fine prints by hotel chains. Dive in deeper, and you will see something like this:
"We strive to ensure that all published rates and offers are accurate at the time of display. However, in the event of a pricing error that is clearly incorrect or significantly inconsistent with prevailing market values — including but not limited to typographical or technical mistakes —...
@Rob - You must have not caught up with the T&Cs listed as fine prints by hotel chains. Dive in deeper, and you will see something like this:
"We strive to ensure that all published rates and offers are accurate at the time of display. However, in the event of a pricing error that is clearly incorrect or significantly inconsistent with prevailing market values — including but not limited to typographical or technical mistakes — we reserve the right to modify, correct, or cancel any such reservation, even if it has been confirmed. We will notify affected guests promptly and offer available alternatives whenever possible."
BUT……number 5 of your point
THe guest books. That is it. You agree to house him or her at at a rate. Why is that so hard to reconcile
@F** - Thanks for your comment — and yes, in theory, once a guest books at a certain rate, that should be the end of it. But in practice, things don’t always line up so neatly.
The issue is that what the guest sees (on an OTA or booking site) doesn’t always match what the hotel system shows. For example, a guest might see a flexible rate, but the hotel’s system pulls in a non-refundable...
@F** - Thanks for your comment — and yes, in theory, once a guest books at a certain rate, that should be the end of it. But in practice, things don’t always line up so neatly.
The issue is that what the guest sees (on an OTA or booking site) doesn’t always match what the hotel system shows. For example, a guest might see a flexible rate, but the hotel’s system pulls in a non-refundable rate with full prepayment. This can happen due to how rate codes are set up or how booking channels are mapped.
Front Desk staff don’t create these rate codes or policies — they just see what the system gives them and are expected to follow it. So when there's a mismatch, they’re the ones left trying to explain a policy they didn’t set, often to a frustrated guest.
It’s not about being difficult — it’s just the reality of how disconnected systems can put Front Office teams in a tough spot.
Absolutely — you nailed it. A little human touch goes a long way, especially in travel where emotions and expectations run high. When there's a mistake like a rate code error, customers aren’t just looking for refunds or points — they’re looking to feel heard and respected. A call from the manager, a sincere apology, and a gesture of goodwill could turn a frustrating situation into a moment of brand loyalty.
“Bring humanity back to...
Absolutely — you nailed it. A little human touch goes a long way, especially in travel where emotions and expectations run high. When there's a mistake like a rate code error, customers aren’t just looking for refunds or points — they’re looking to feel heard and respected. A call from the manager, a sincere apology, and a gesture of goodwill could turn a frustrating situation into a moment of brand loyalty.
“Bring humanity back to travel” should be a mission statement. Travelers remember empathy more than polished procedures.
Thanks for the very helpful insights. Just a few thoughts
I ended up cancelling the 3 bookings because I was becoming nervous of the forthcoming reception committee and yes it was less about the decision and more about the communication.
This is not some kind of mistake rate. The rate I booked the hotel at (roughly 230$ a night before taxes and resort credit) is the rate the hotel sells its rooms at on at...
Thanks for the very helpful insights. Just a few thoughts
I ended up cancelling the 3 bookings because I was becoming nervous of the forthcoming reception committee and yes it was less about the decision and more about the communication.
This is not some kind of mistake rate. The rate I booked the hotel at (roughly 230$ a night before taxes and resort credit) is the rate the hotel sells its rooms at on at least 70% of the time. The new rate (770$) is on the other hand unusually high, so I was obviously naturally suspicious of the true reason for this.
What I disliked the most in this case is that in some ways the hotel puts the blame on the customer (your card didnt work kind of things) and this is what truly rubbed me the wrong way.
That being said I thought the Hyatt Concierge team was good, efficient and friendly and they did say that this came from revenue management and not the front office agent so she was just the one communicating this information.
A couple of hours later I received the email from the front office with the simple:
"Please be advised that all the reservations have been reinstated.
Feel free to let me know if you have any questions.
Best Regards,"
Having just lost 2 hours of my time on this I thought a simple sorry for this mistake was lacking and I decided to answer by copying Ben's article which triggered the whole back and forth and ultimately my cancellations.
I overall have had positive experiences with Hyatt but also dont have incredible expectations. Im not going out of my way for them (travelling to China next month and chose Capella Shanghai over PH Shanghai and MO Qianmen over PH Beijing which look to be substantially better hotels). We are then flying to KL and staying at the PH KL 10 days before its official opening of Aug 23, because they seem to look to honor mistake rates (that are technically expensive but released prior to official opening) I guess we ll be a max of 10 guests or so so that will be interesting. And then to the PH Maldives where we booked the Kiaali residence. That spend should get us to LT globalist. We go to the maldives yearly and have avoided point hotels for the most part. We had unhappy experiences at Ritz Fari Island or the Waldorf and the amount of elite heavy competing for extras has often ruined the vibe vs. Soneva or Cheval Blanc, but decided to give it another go this year. But I get comments in other sections about entitlement of guests and how annoying we are. Doesnt have much to do with what s happening here though. A simple apology, hey sorry we mistakenly uploaded the wrong rates and cant honor those would have been enough.
Hello Christophe – thank you for sharing the follow-up. I’m just a hospitality professional observing this from the sidelines, but your experience definitely touches on themes many of us in the industry have seen play out.
I think your comment hits an important point: this wasn't about a pricing mistake in the traditional sense — it sounds like a rate that regularly exists under normal market conditions, and that’s where the optics of the cancellation...
Hello Christophe – thank you for sharing the follow-up. I’m just a hospitality professional observing this from the sidelines, but your experience definitely touches on themes many of us in the industry have seen play out.
I think your comment hits an important point: this wasn't about a pricing mistake in the traditional sense — it sounds like a rate that regularly exists under normal market conditions, and that’s where the optics of the cancellation naturally raised questions. When that’s combined with a significant price swing and little context offered, suspicion is understandable.
What really stands out — and I agree with you here — is that the root issue wasn’t the rate itself, but the way it was communicated. A message that simply acknowledged, “Hey, we identified a misconfiguration on our side — sorry for the confusion,” would have de-escalated the entire situation. Instead, the mention of a failed card or policy-based cancellation can come across as deflecting, even when there’s no bad intent behind it.
From an industry point of view, these breakdowns often aren’t malicious — they’re usually the result of siloed systems, automation, or internal handovers that don’t translate well into guest-facing communication. But that’s not an excuse — just something that I think many properties still need to get better at managing.
And I respect your position on brand loyalty. Every traveler has different thresholds, and there’s nothing wrong with choosing experiences that feel more consistent, or in your words, less crowded with elite expectations. Your take was fair, and it’s clear this wasn’t about entitlement, but rather clarity and fairness.
Appreciate your openness — conversations like this help surface some of the operational realities we don’t always see from the outside.
I'm torn over this. Sure, it seems a bit off BUT the guy did call the Globalist line and it was remedied quickly. That in itself should be enough to let it go. It's not like it involved numerous emails, escalated requests, denials from the start etc. He literally called his concierge and it was fixed.
In the world today it seems not enough to quickly correct a situation. People need to find a...
I'm torn over this. Sure, it seems a bit off BUT the guy did call the Globalist line and it was remedied quickly. That in itself should be enough to let it go. It's not like it involved numerous emails, escalated requests, denials from the start etc. He literally called his concierge and it was fixed.
In the world today it seems not enough to quickly correct a situation. People need to find a conspiracy behind it and crucify the party in the process. I would understand this if they contunued refusing or made it difficult to honor - but his concierge contacted them and it was taken care of. Enough said. Now people in comments are calling for boycotts, doxing of the FOM, etc.
A great deal of this stems from the need for "influencers" to post these things in a more dramatic fashion than is necessary. All to rile people up. I get it, this stuff generates traffic. Yet at what cost to businesses and people's livelihoods and safety? Could there be a post on this that is more informational? Sure. Perhaps though with less speculation and drama that starts feeding people who live for keyboard vigilantism and potentially leads to harm.
If everything was as innocent as the manager said, then she should have offered to honor his initial rate. That would’ve demonstrated real customer service and prevented the brand from being tarnished.
This is one of those posts that makes me watch for a follow-up.
Sounds like a property to avoid. And to let all your friends know you are avoiding.
Sounds like somebody - namely, the front office manager - shouldn't be working in a front line customer service position. I'd take it to the GM (although that could simply be the culture at that particular property). On the other hand, I'm fairly certain Christophe won't be getting an upgrade nor an amenity!
This matter was totally out of the hands of the manager. The real 'culprits' are revenue management who would've made the decision to cancel and re-sell the room at a higher rate. But the manager should've taken the route of least resistance by being honest (instead of lying about declined cards and deposits) and simply said: look we cancelled your booking because the rate has changed dramatically. Sorry, but you can still re-book if you...
This matter was totally out of the hands of the manager. The real 'culprits' are revenue management who would've made the decision to cancel and re-sell the room at a higher rate. But the manager should've taken the route of least resistance by being honest (instead of lying about declined cards and deposits) and simply said: look we cancelled your booking because the rate has changed dramatically. Sorry, but you can still re-book if you want to...He's gonna get an earful from the guest. But it's better to take your medicine in one go.
It sounds like the rate code was configured incorrectly. (Thus calling for the deposit upon booking) This does make sense if you know anything about rate code and configurations. It's obvious no one in the comments actually knows what configuration of a rate code means nor do they realize this would not be the FOMs responsibility. Their responsibility it to take deposits when the system says it is due. It seems like they corrected it...
It sounds like the rate code was configured incorrectly. (Thus calling for the deposit upon booking) This does make sense if you know anything about rate code and configurations. It's obvious no one in the comments actually knows what configuration of a rate code means nor do they realize this would not be the FOMs responsibility. Their responsibility it to take deposits when the system says it is due. It seems like they corrected it after realizing the mistake. Move on
Alex, I guess you are the type of person that I could sell you the Brooklyn Bridge.
"It sounds like the rate code was configured incorrectly. "
Fine. So, did the customer configure it incorrectly? Or did the hotel?
We all know the answer. Hyatt, if you configured the rate code incorrectly own your mistake and suck it up and learn from it. You are in the business of customer service.
What a gaslight. If there was an issue in your system then honor the original booking rate management can do this, and have done this in the past in properties that actually care about their reputation.
"It pains me deeply to think an element of suspicion should enter into our relationship. I deem it a slur, sir, on my personal integrity." --Daffy Duck
The office manager sounds as hurt as Daffy Duck, lol
Uh yeah the hotel is obviously lying. What scummy ass behavior.. and so pointless. Unfortunately there's a lot of scum like that out there.
That's what happens when you respond to emails on the fly because your life is too busy rather than taking the time to digest the communication. Your lies gets exposed easily since they make no logical sense. But then again logic is optional these days.
From what I’ve read, I don’t believe the hotel’s explanation. The only tarnishing is from hotel staff’s actions.
Thanks for providing a great reason to never stay there and never book clients nor guests there. When hotel management go out of their way to INFORM you of their professionalism it is always a sure sign of the reverse. Manager has hubris.
I have had the same happen to me at a supposed 5+ star property in Nairobi (funny also at the time Hyatt affiliated) and fed similar lines ... except I was actually...
Thanks for providing a great reason to never stay there and never book clients nor guests there. When hotel management go out of their way to INFORM you of their professionalism it is always a sure sign of the reverse. Manager has hubris.
I have had the same happen to me at a supposed 5+ star property in Nairobi (funny also at the time Hyatt affiliated) and fed similar lines ... except I was actually at the hotel that was trying to dishonor my confirmed reservation. The folks at Hyatt central office actually do care and do try ... as for certain hotel deputy managers well NOT.
Shame on you Hyatt!!
When revenue management is referenced in this case, is that referring to a person working at that specific Hyatt property or the general corporate revenue management department at Hyatt?
Basically, I am curious whether it was a person at that Hyatt property who instructed this course of action or whether it was someone from corporate?
Hyatt property
At this point in our messed up priority world of technology it's probably software flagging these reservations.
Decisions like this don't come from some front-office manager, they're made by revenue management at head office. Yes, this employee has handled the situation quite badly and should have escalated the complaint to someone more senior, but she has no control these room-rate shenanigans. Complain to the CFO, it's her office that pulls all the strings.
Does not surprise me this at all. Stayed at this hotel in 2023, awful property and awful people, did not have a pleasant experience. Room was dirty, bed had blood stains in it and front desk accused us as having done it because we didn't report within an hour of getting the room. All round awful experience with a bunch of arrogant people.
Another bunch of trash hotel employees at a shitty American hotel. That front desk woman can't even write clear English! Her response is just one long run-on sentence. Pathetic!!!
I had an issue with this hotel a few years back for my wife’s bday. They claimed to have run my credit card and said it was declined. No such thing ever happened. They cancelled our reservation. Once i got to the hotel a person was able to fix everything but it took over 1 hour. We came in from SF. My advice - stay somewhere else
Big time BS by the hotel along with a notable lack of integrity and cohesive thought. If you’re gonna lie, try to make it believable. If you can’t manage that, at least attempt to have your lie make sense.
How do I know who this manager voted for.
That's special DNA right there.
I appreciate the heads up, the property goes on my 'avoid' list.
It's possible that the hotel personnel are not cheats and liars, but simply shockingly incompetent.
However, if I were in their shoes, I wouldn't spend so much time and effort trying to convince people of my incompetence.
I have stayed there recently, and customer service was the full on the trash you have showcased in this article - things were charged to my room of which I never used, cleaning was insufficient and argued upon when I pointed it out, things were 'promised' to be fixed but weren't.
Sad considering Hyatt is a brand I cherish, whether that is good nor not.
Hope they are reading the comments, but no doubt they will blame the customers.
I don't understand why the guest continued to pursue this when the previous article stated that the issue was resolved.
Can't compare to airfare mistakes - those have some regulatory requirements - I think.
The bottom line is that the 'customer is right' no longer applies. The bottom line is that the published price can be withdrawn at a moment's notice. I shop at Safeway a couple of times a month (noting that Safeway stores...
I don't understand why the guest continued to pursue this when the previous article stated that the issue was resolved.
Can't compare to airfare mistakes - those have some regulatory requirements - I think.
The bottom line is that the 'customer is right' no longer applies. The bottom line is that the published price can be withdrawn at a moment's notice. I shop at Safeway a couple of times a month (noting that Safeway stores are not a franchise or a licensee). I use the app to save a few dollars. Once every couple of months, the pricing at the register does not match the app. I always have to go to the service desk to get a refund. 1/2x - its an apology and a cash refund. But the other 1/2x - everything is done in the store's power to state that I made the mistake (which I didn't).
I stay at a Hilton on a regular basis in the midwest. One week a year there is an event where most hotels within a 75 mile radius are fully booked. My supplier brings lots of business throughout the year to many of those hotels and the supplier tends to discourage customers from being onsite during that one week a year. My team represents a large customer and that particular week was the only week we were all available. The supplier booked us in the hotel at the normal rate using each of our HH#s. Then the property realized that the corporate code, or whatever it was, should not have been available that week and cancelled the reservations. It was only through a veiled threat to the property by the supplier that it would no longer use the property, that the reservations were honored. At one point during the week, one of the front desk agents told me how lucky my team was to be able to stay there that week at that rate and how much lost revenue it was costing the property.
It's all about the bottom line and to hech with the customer!
Uh wrong dude. The "published price" is why he got a reservation. U sound as full of sht and incompetent as the hotel
Integrity isn't usually touted, it is earned. Obviously, integrity isn't an appreciated attribute at this property.
That hotel does some sketchy stuff. I had a stay where I ended up not using the breakfast as a globalist and found 4 charges for breakfast each day on there at checkout. I went to have them removed and the guy at the desk acted like I was lying and wanted to get a manager involved to remove them. I asked him why a globalist would lie about breakfast to get them free when...
That hotel does some sketchy stuff. I had a stay where I ended up not using the breakfast as a globalist and found 4 charges for breakfast each day on there at checkout. I went to have them removed and the guy at the desk acted like I was lying and wanted to get a manager involved to remove them. I asked him why a globalist would lie about breakfast to get them free when they're free to begin with? Either the hotel is being reimbursed for the breakfast and wanted some extra cashflow or the hotel was being shady and allowing someone else to charge to my room for breakfast. No idea how mine would get picked specifically since I never charged anything so no one would have had the chance to snag my room and last name to charge anything. Whole thing was shady as hell.
If you want to provide feedback, here's the hotel email address:
[email protected]
It's Miami, which is basically a dump. What do you expect?
The Manager’s position seems plausible. They made a mistake and explained how the mistake was made. I hope I never make a mistake that goes viral.
I'm glad to hear that this property gets the publicity it deserves
Can anyone help you understand the hotel's explanation? Sure! The hotel is full of crap. Hope this helps.
This manager's name should be published. People who behave dishonestly do not deserve anonymity.
No it should not. The front office manager is following instructions of upper management, off course in a poorly manner. But the rot is from up to down and taking aim at the front office manager is just stupid because it does not make the real people who is the cause of this issue accountable
She's complicit and part of the problem!! An accessory to crime!!
And what relationship do you have to this hotel?
So what is Hyatt's take on this? Would it be the usual "we have no control over individual hotel owners' staffing policies and there is nothing we can do"?
Airlines can learn something here: "sorry, the plane which was operating your flight and delayed by 16 hours is actually owned by Wells Fargo. Please direct questions to them - as we have no control here"
Hyatt used to be my favorite hotel brand but it seems they are becoming increasingly shady. They should ask the hotel to fire the manager or remove the hotel from the Hyatt portfolio. Scumbeach centric hotel would be an appropriate new name.
Said it on the last post and I’ll repeat it here - one of the worst Hyatt properties I’ve ever stayed at. Made the mistake of returning a second time a year later but learned my lesson. Excited to have some new Hyatt properties in south beach to try
Everyone should Just review them with 0 stars on every site they can. They’re shady and the hotel should be put out of business.
If the hotel goes out of business, they really will have to cancel the guest's reservation.
While the hotel is clearly scrambling and making up BS to try to justify their position, what exactly was the purpose of sending an email linking the post when the issue has already been resolved in the guest’s favor? Sounds pretty vindictive to me. Really wouldn’t want to be this person when they go stay there. I wouldn’t expect it to be a very pleasant stay.
True, this seems really vindictive and petty. His case is resolved and he should just move on and not go a victory lap against the hotel, just makes him look bad too.
I wouldn’t other room service or eat anything a la carte at the hotel restaurant if I was him, me thinks he is gonna get extra flavors and textures. I would strictly stick to the breakfast buffet lol.
The hotel tried to scam the customer and wasted the customer's time. They should be punished and exposed so that such behavior does not continue. The hotel needs to be taught a lesson, so good for the customer for pointing out the consequences of the hotel's bad behavior.
“Tarnishing our property” just because the hotel was caught red-handed blatantly lying? Lol
It’s sad that the US doesn’t have the same consumer protections as Europe - this is why it’s great, Ben, that you’re calling this out publicly. It’s one of the few and best avenues to fight such dishonest practices by the hotel industry (same with “electricity fees”, “parking security fees”, etc). Thank you for doing this.
Absolutely disgraceful.
Hyatt is meant to be a premium brand.
That hotel manager should be offering nothing but sugar and apologies instead of being antagonistic and aggressive. AND knowing that her reply would likely again be in the public domain?? What the hell????
“Hyatt is meant to be a premium brand.”
Really? Who told you that? I suppose you also think kung pao chicken is real Chinese food.
Kung pao is real Chinese food. https://en.wikipedia.org/wiki/Kung_Pao_chicken
The people that tarnished the hotel is the hotel themselves. Be prepared to get Trumped more often.
This is terrible customer service on behalf of Hyatt. Unfortunately, this is how many businesses operate these days. They have such a large customer base that they prioritize money over customer service and customer loyalty. They would rather lose a loyal customer than lose a dollar. This story is sad to hear because I love Hyatt hotels. A huge thank you to OMAAT for running this story and bringing awareness to this hotel and its shady practices.
It's not like her version of the story makes them look any better anyway.
"Does anyone believe the hotel’s explanation?"
Nope.
This is not uncommon behaviour. A Spain-based friend booked a New Orleans Marriott property months in advance for a cruise departing from New Orleans. He had no idea it also happened to be Super Bowl weekend. When he arrived, he was told his reservation didn't exist and there were no rooms available. By now, low-end properties on the outskirts were selling for over outrageous amounts. He ended up at a hostel for two nights. I'm...
This is not uncommon behaviour. A Spain-based friend booked a New Orleans Marriott property months in advance for a cruise departing from New Orleans. He had no idea it also happened to be Super Bowl weekend. When he arrived, he was told his reservation didn't exist and there were no rooms available. By now, low-end properties on the outskirts were selling for over outrageous amounts. He ended up at a hostel for two nights. I'm convinced they re-sold his room at a much higher rate.
You hit this nail on the head. Shame on Hyatt, I will never stay at that hotel. Front office manager is dumb af.
Hyatt property is tarnished by employing such a person. They for certain would not get a dime of my money. The only thing this manager needs to be doing is joining the unemployment line.
That manager is either not well trained or not supervised properly.
This stinks to high heaven of lack of integrity on the hotel’s part. Yup, that stink leaves tarnish behind.
Poor stressed out guest!
Wow! And this is hospitality?! Especially when dealing with a prospective guest at the Globalist level?!
If this had happened to me, I would have indicated to them that I would not be using or recommending any of the hotels in their ownership group. And I would have immediately reported this incident to the Hyatt corporate offices, which I assume you have done.
The proper response in this case should have been for the...
Wow! And this is hospitality?! Especially when dealing with a prospective guest at the Globalist level?!
If this had happened to me, I would have indicated to them that I would not be using or recommending any of the hotels in their ownership group. And I would have immediately reported this incident to the Hyatt corporate offices, which I assume you have done.
The proper response in this case should have been for the hotel to contact you, indicate the situation, admit their mistake, indicate that your original rate will be honored, and looking forward to seeing you next year. PERIOD!
Guests who tend to stay at Hyatt's do it because they know Hyatt goes above and beyond to take care of their guests.... Most of these greedy pricks treat staff like trash and are willing to sell their mothers to save a dollar. I once had a guest stay one night and demand 2 free nights because,"the sun was too harsh in the Pacific Northwest!". I had another guest who demanded such deep cleaning it...
Guests who tend to stay at Hyatt's do it because they know Hyatt goes above and beyond to take care of their guests.... Most of these greedy pricks treat staff like trash and are willing to sell their mothers to save a dollar. I once had a guest stay one night and demand 2 free nights because,"the sun was too harsh in the Pacific Northwest!". I had another guest who demanded such deep cleaning it took 4 housekeepers and even toothbrushes for 4 hours to make him only happy enough to accept 2 free weeks as compensation for what was originally a free stay.... When he left his room, it was an absolute pigsty!!! This means he NEVER cared about cleanliness!!!
And these fine stories are related to the article how exactly?
The person discussed is not treating the hotel staff as trash. It is the other way around. Hyatt are the greedy pricks (your term) here.
It's about guests who will lie, exaggerate, and twist the facts to make themselves the victims... It's a shame that I have to connect the dots for you Mike/Karen...
I have worked in hospitality for a majority of my life and there are a few real complaints guests have at hotels, regardless of the brand... But here is the real scoop... A majority of hotels under any brand are, wait for it....... "FRANCHISED". So, tarnishing an entire hotel brand, over one hotel seems really unfair some people are doing in this thread. Don't get me wrong, I will never work for Hyatt... So I...
I have worked in hospitality for a majority of my life and there are a few real complaints guests have at hotels, regardless of the brand... But here is the real scoop... A majority of hotels under any brand are, wait for it....... "FRANCHISED". So, tarnishing an entire hotel brand, over one hotel seems really unfair some people are doing in this thread. Don't get me wrong, I will never work for Hyatt... So I am not defending them..., in that way. I am speaking on behalf of the hospitality industry that gets treated awful by some entitled guests.
and making yourself look like an **&*&* as a result. This hotel's staff screwed up badly. Now why the guest chose to be vindictive is also a bit strange.
Shady hotel. Shady management. Shady location. Not representative of the Hyatt brand, should be labeled a know go property on all hotel sites.
So stupid. The manager should have just blamed some summer intern and moved on.
This is Miami/Latin American culture. When you lie, you double down. You gaslight.
Every culture has its flaws and this is Latin America’s.
Otherwise, I love the people.
I do believe the front office manager is genuinely just doing her job and isn't calling the shots on this cancelation at all. It's coming from higher up. Aka revenue management didn't mark these dates as a special event happening.
Hotels when put into a corner are always going to refer to the hotel chain fine print. Not much you can do. You can't sue them and expect to win.
This is clear the entire hotel management is on it. The instructions to correct and cancel bookings came from rev management and GM. It only happens that this Front desk manager happened to be the face of the entire scenario and she followed some very misguided approach. I would blame her for deflections and not being truthful but we also must note, most of the blunt of the anger is being put on her, when...
This is clear the entire hotel management is on it. The instructions to correct and cancel bookings came from rev management and GM. It only happens that this Front desk manager happened to be the face of the entire scenario and she followed some very misguided approach. I would blame her for deflections and not being truthful but we also must note, most of the blunt of the anger is being put on her, when in reality she is working on the instructions of her upper managements. This hotel is definitely one to be avoided, cancel if you are not satisfied with the rate and be upfront about this. But don’t be disgenous and make up things. Thats something hotel companies needs to enforce but clearly the bottom line matters more and as long as the profit goes up, the stock price goes STONKS, who cares what those loyal members experience.
Ownership group is here:
https://robertfinvarbcompanies.com/about
Include the CEO and director of revenue in the convo
In a 2015 interview with the CEO, he pointed out that "It’s actually my first non-Marriott branded hotel." So that explains a lot.
The manager is not only defensive, but highly aggressive. "Tarnishing" the property, just because she/he was caught trying to pull a fast one? I'm reminded of what my mother used to say: "You're not sorry you did it. You're just sorry you got caught."
The front desk manager is lying and making it worse! Clearly the hotel has ZERO shame or remorse! Thank you for keeping them honest Ben. I will AVOID this property at all costs.