Andrew Sy

Review of Grand Hyatt San Francisco

Complete SCAMMERS (stole over $300 from me) with a...

Complete SCAMMERS (stole over $300 from me) with awful customer service trained to keep you on hold until you stop trying.

The hotel stay was great but I got overcharged by over $300. Surely an accounting error should be easily fixed right? Nope - they told me it would get fixed after a week, and it didn't, so I called again.

This time the customer service rep looks into it and found out the some OTHER PERSON'S BILL got charged to my card. Cool, someone was being stupid but it happens to all of us right? Just refund me and it should be alright. I was told they'd fix it in a week and I should be fine.

Another week passes and I call, they tell me they can't refund me because the other person DIDN'T WANT TO PAY HIS BILL?? And at this point I just politely ask why they can't refund me anyway and they say they can't out of policy, I'll just have to wait another 2 WEEKS. I say this is unacceptable and they keep me on hold for 20 minutes until their line drops.

At this point I'm seething, I call the Discoverist hotline as I'm a member. They tell me they'll look into it, then leave me on hold for 30 more minutes and the line drops again. I call the front desk, explain myself, and without even asking for my name or any details, I get put on hold for ANOTHER 30 MINUTES.

It's clear that there's not a single bone in their bodies that care about customer service, nor do they have any intention of paying me back for one employee's stupidity. Highly recommend you stay away from this hotel chain as they'll just take your money without any recourse.