2/10 Poor
27 Jan 2025
Hyatt Denies Rebooking During Wildfire Crisis
I am writing this review with a heavy heart after experiencing what can only be described as a lack of empathy and flexibility from the Hyatt during a time of crisis. We had booked a stay at [Hyatt Hotel] through Hotels.com, but due to the devastating wildfires in California, declared a natural disaster, we were forced to cancel our reservation.
We provided over a week's notice, hoping for understanding given the circumstances. All we asked was to rebook our stay for another date, not a refund, since the situation was beyond our control. However, to our dismay, the Hyatt outright denied our request, showing little regard for the emergency situation.
What made this experience even more frustrating was the lack of response or action from the hotel despite Hotels.com advocating on our behalf three times. The refusal to accommodate a simple rebooking during such a chaotic time not only reflects poorly on the hotel's customer service but also on their corporate ethics.
In times like these, one would expect hotels to show compassion, especially when the government has issued emergency declarations. Instead, we were met with rigid policies and an unwillingness to assist. This has left a very sour taste, making me reconsider any future stays with Hyatt.
I urge the hotel management to revisit their policy.
Richard
Richard, 2-night business trip
Verified Hotels.com guest review
