I've been a Hyatt member since the 80's. I got a free room, so back in March we went to the Andaz in Napa, a high-end Hyatt property typically like $400 a night.
Horrible experience; the people in the next room had a drunken fight, the cops came, etc. I wouldn't have minded so much but the family was with me. Fortunately daughter snoozed soundly through the whole thing, bless her heart.
Anyway the next morning I spoke to the manager, he was sympathetic and said they would comp me some points so we could try again, etc.
By mid-April I hadn't heard back so I emailed him. Never got a response. So I just drafted a 2-page paper letter to Hyatt, complete with cc's and attachments. Let's see what happens now.
- Even very expensive hotels still get scumbags and sociopaths.
- Corporations hide their physical/snail-mail addresses, directing you to "response forms" and limiting your comments to a few dozen characters. As it was I couldn't find an address for Hyatt Corporate Management; I had to send my letter to the Points Program in Omaha.
- Keep records.
- What do I expect, going to Napa, where all entertainment revolves around getting drunk? Bad choice.
Postscript 8/12/14 -- Hyatt HQ got back to me with a gracious apology and a load of points, so thanks to them.