A Hyatt guest who booked two nights with points and arrived at the hotel was charged a $50 no-show fee, despite staying at the property. Hyatt retained the points for both nights as well. After one month of phone calls, the guest reports receiving inconsistent explanations from customer service that do not align with Hyatt's published award no-show terms.
Hyatt's award cancellation policy states that guests who cancel past the deadline or fail to arrive forfeit their points and face a cash charge of an unspecified amount. The reporter notes covering a no-show charge that exceeded $11,000. The amount owed is not disclosed at the time of booking.