Thanks to a missed train, we were stuck in Frankfurt for an extra night and opted to spend it at the Hyatt Regency Mainz. Though not the fault of the hotel, check-in proved to be a nightmare.
The last-minute rate was over 200EUR/night so I made a cash + points booking on my laptop from Frankfurt Central Station about an hour before check-in. The reservation went through, or so I thought, though I received this message—
But my points were deducted and because the message said my reservation cannot be “viewed online” I figured that was the reason it did not show up.
I had one more meeting in Frankfurt but sent Heidi and the baby ahead to check-in and get settled.
Check-In Problem: No Reservation Found
40 minutes later, though, I received a call from my wife stating they could not locate my reservation. I was just walking into my meeting and told her to ask the hotel to call World of Hyatt for assistance.
About an hour later I emerged from my meeting and pulled out my mobile phone: seven missed calls from Heidi. Oh no…
I called her back and she said that the hotel had called World of Hyatt and they “could not find anything”. The hotel eventually “took pity” on my wife because the baby was crying and booked her a points-only reservation using my account. I was livid.
Immediately calling World of Hyatt, I explained to an agent what was going on and she verified that there were two deductions—one for cash + points and the other for points only. I asked her to call the hotel, find out what happened, and ensure that the points for the points-only stay were redeposited back into my account.
She conferenced in the hotel and I began questioning the duty manager in German about what was going on. She claimed I had no reservation. The World of Hyatt rep cut in and said, “Actually he does.” Long story short, the problem was fixed after 15 minutes on the phone and no one could explain what happened.
Here’s my explanation: if you see an error message like the one above, figure that something went wrong. Call Hyatt, even if the points were deducted from your account. I wish I would have done that: it certainly would have saved a big headache.
If only that was it for the drama…but stay tuned. Our stay took a very unexpected turn I will describe later today.