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  • Horrible Customer Experience. Booked a room 4 weeks in advance with a king-sized bed as my feet hang off the end of a double bed. The guest services representative checked me in without any issues or notifications. I got to the room to find out that there were two double beds. I called guest services only to find out that my room type had changed but no one had called me. The room that I had originally booked had been assigned to someone else. I contacted Hyatt customer support to request a change of hotels to a different location (and was willing to pay the difference in cost). I was informed that I'd have to pay a one night charge despite me not being informed before being checked in that the room I had booked was not available. To add insult to injury, the customer agent informed me that it is the responsibility of the customer (or their travel agent) to follow up with the hotel closer to the date of arrival to ensure the room they originally requested is still available. I called my travel agent to find out more. 15 minutes later they had the issue sorted out and a room with a king-sized bed had become available. After 10 hours of travel, a repeat Hyatt customer shouldn't have to go through this experience just to get what they paid for. Next time, I'm definitely considering another hotel.
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