My husband, son and I stayed 2 nights at the Hyatt. The location was great - a short walk to tons of attractions and steps away from 'The Magnificent Mile'. The service was also top notch by every employee at the hotel.
On our second and last night I woke up and flipped the comforter over to get out of bed. It was a little further than I usually toss it, and I noticed a yellow stain on the underside. I was disgusted and surprised but when I continued to turn the comforter over - I was speechless. There were two large basket ball sized urine stains on the underside of the comforter 2 feet away from the foot of the bed. The stains were dry and there were no other marks anywhere on the bed.
I immediately took pictures and called the front desk to request a manager. A person named Kaylee came in and was also disgusted and was shocked that it wasn't thrown out.
I explained to him that I did not want to ask for any compensation as no dollar amount could justify sleeping in urine. He understood and explained that he would take care of it and he would make things right and seemed genuinely concerned.
We went for breakfast then proceeded to check out. At the front desk we saw that he did in fact request a refund, but only partial. We were still billed for things like parking, internet usage, etc. We actually paid over $100 for staying 2 nights in a bed with urine stains that may or may not have been washed (they still can't prove if it was a washed stain or if it was unwashed).
I went back and told them to take the money back and I would rather pay full price then take their partial refund. It felt like a slap in the face. Even the agent at the front desk told me that if I went to him first he would have wiped the slate clean and refunded everything and agreed that it was their opportunity to make things right. He was seemed shocked that the manager didn't request a full refund. He mentioned that even him as an agent could have authorized it.
I am upset that a hotel like the Hyatt could penny pinch. But my main concern is that I would never have seen this urine - it was an accident. How many other people in that hotel are sleeping on filthy bedding?
How can I report this to a higher authority? Any help would be appreciated.
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