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  • NEVER AGAIN. I booked a room at this hotel two months prior to a major sporting event I planned on attending in Charlotte. After a long 10 hour drive on Friday night, I arrived at the hotel around 3:30AM Saturday to find out my room had been marked "no show" and given to someone else. There were no other available rooms there or at the sister location down the street, and the front desk seemed entirely unsympathetic to assist with finding another hotel in the area. I eventually found lodging an hour north of the city, as everything was sold out for the event. I understand having a no show policy, but I take a few issues with how this was handled. First, NO ONE CONTACTED ME AT ANY POINT. I don't know, if your hotel and pretty much all other hotels are competely sold out for a particular weekend, maybe it makes sense to call someone before you give away their reservation in case their flight was delayed or they caught traffic on the drive in... At the very least, I coud have found alternate arragements before getting all the way down to Charlotte and having to waste my time and money driving back the direction I came from in the first place! Secondly, when I showed up at 3AM, maybe the no show should have been cancelled considering the fact I DID indeed show up and I should not have been charged a $100+ fee. Lastly, while a cancellation policy is listed, it does not specifically say "after 2 am = no show". If that's what your local hotels are going to enforce, and your corporate customer service (who were borderline rude on the phone) is going to parrot, YOU SHOULD HAVE IT LISTED IN WRITING, ON YOUR SITE AND YOUR BOOKING AFFILIATES' SITES. If it had been, I could have avoided the whole mess and CALLED AHEAD to let the hotel know I was still en route and would be checking in shortly. My overall experience with Hyatt has been completely soured; I'd rather stay at a filthy motel or spend 5x the cost at a Four Seasons than book with this hotel chain again.
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