2/10
Disappointed and Unsafe Experience – Not What We Paid For
We booked and fully paid for a 3-bedroom beachfront villa at the Hyatt. However, upon arrival, the front desk informed us that due to a “system error,” our villa was unavailable and they could only offer us a garden view villa instead. After insisting on what we had paid for, the staff asked us to “help them out” by agreeing to stay in the garden villa for 2 nights and then move to another. I had just arrived after a long international flight and was feeling very sick, so I reluctantly agreed.
Shockingly, just a few hours after checking in, a metal frame from the second floor came loose and fell directly onto my niece’s chair, narrowly missing her head. We reported this dangerous incident immediately, and the hotel moved us to another garden villa. They assured us that we would be refunded the price difference between the beachfront and garden villas—over $1,000.
During our stay, we saw another family staying in the beachfront villa we had originally booked, which was upsetting. Before checking out, I asked again about the refund, and the staff claimed they had already handled it through Expedia (since we had booked through them). I trusted that was true.
After waiting the 3 days as instructed, I contacted Expedia and found out Hyatt had never reached out to them at all. Eventually, Expedia processed a partial refund of only $260, far less than the actual difference.
This entire experience—from the bait-and-switch
ANH
เข้าพัก 3 คืน, มิถุนายน 2025
