My family and I stayed at the Grand Hyatt New York for a week in July. The hotel staff we dealt with weren’t exactly friendly, but that’s another story… Approximately a month after we left, we checked our bank statement and noticed that 2 weeks after we left the Grand Hyatt New York, some money had been taken out from our bank account by Hyatt Hotels. We dealt with it and a few weeks later some of the money was reimbursed, as it had been wrongfully taken. We were told that we had been charged for using the music channel on TV, which we hadn’t. When we checked in we had to give our debit card details at the check-in desk in case there were any issues. When we checked out we asked whether there were any issues and we were told there weren’t. Then, a few weeks later they took the liberty of taking money out of our account without even bothering to inform us about it! If we hadn’t checked the bank statement we would have never found out…The thing is that, when they reimbursed us the money it wasn’t the same amount of money they had taken out. I assume that this was due to different exchange rates, but the fair and right thing to do would have been to reimburse the money with the same exchange rate with which was taken out from our account. It was wrongfully taken, so I don’t see why we have to end up losing money when we have done nothing wrong for the money to be taken.The overseas transaction fee that we were charged because of their meddling with our account wasn’t reimbursed either.I have sent six emails to the Hyatt Service Desk, asking them for their comments on the matter, and I haven’t received a response. In the last couple of emails I asked them to send me a complaints form. No response. Shameful, taking into account the amount of money we spent there, that they don’t even have the decency to reply to a customer’s email.
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