Always check that bill.  I can’t reiterate that enough.  We recently completed a short and sweet stay at Hyatt Regency Manchester.  We had two separate short stays (one on the way to London, and one on the way back), and mind you I booked the first one last fall (September 2022).  I figured I was all good to go, and spring break has now come and gone.  But while I was there checking in (for our first stay), I found out I had three rooms under my name, when I had asked and thought I was paying for (in points + cash) two…..and no, nothing is free in life.

Now the discrepancy happened in their definition of a “family plan rate.”  Back in September, I called the Hyatt Customer Service line (I mean I wasn’t about to call the U.K. directly!) to book two rooms at this property.  The representative on the line, after speaking with the property directly, had confirmed they had a family plan discount rate available (book the first room on points, and book a second connecting room for ½ the going cash rate).

When we checked into the property a few weeks ago, you can imagine my surprise when I was told I had three rooms in my reservation!  Hyatt Regency Manchester offers what’s called a “family room.”  It’s two connecting rooms – a room with 1 king bed, with a connecting door leading to a room with 2 queen beds.  Sound familiar?  Yes, that sounds very much like the family plan discount rate.  Except this particular property groups two rooms into one, under what they call a “family room.”

So I had a separate room with a king bed booked, that was paid for in points.  In addition, I had a “family room” booked, which already consisted of two rooms that I was paying cash for.  So how was I to know this?  I wasn’t.  I found out at the time of check-in.  The discrepancy was between Hyatt Customer Service and what the property actually reserved for me. 

When I checked into the property, they told me that if I didn’t check in for the one room with a king bed, it would count as a no-show, and I’d be charged.  They also wouldn’t refund me the points because it was too late to cancel.  I was at a complete loss as to what to do at that point, not to mention the extreme fatigue and exhaustion we were all feeling after having just landed from an international flight that morning.  We just wanted our rooms, and to get some rest.  I figured I’d come back home and deal with it – which is exactly what I did.

Last week I spoke with a Hyatt customer service representative who thankfully understood the family plan discount rate, and the issue of me being charged extra in terms of points + cash for a total of three rooms.  She opened a case, and a few days later I got an email from the property directly.  They will be refunding me the cost for one night (paid in cash) for our (initial) two-night stay with them, bringing the room rate down to ½ off the standard room rate for those nights.  They also noted that going forward, they would ensure their reservation team had a better understanding of the family plan discount rate, and what they specifically offer in their “family room” option.

Moral of the story?  Make sure anyone you speak with, whether on a customer service line, or at a respective Hyatt property, or even in email, understands what the family plan discount rate is.  Because it’s not available at every property, someone you speak with may not have a full understanding of what it entails.  Also check your bill, and question everything.  When I had made the booking last fall, I had reiterated what I needed multiple times.  Even then, there was an issue at the time of check-in.  I never assume the person I am speaking with already knows what I am talking about, or even understands it for that matter (may sound bad, but I’ve done this enough times to know that more often than not – I am the one teaching the representative on the other end).  Nevertheless, always be nice and patient – that goes much further in the big picture.

Points or money, I wasn’t going to let it go.  I knew exactly what I had intended to book and asked for, and called customer service respectively, after our return home from the U.K.  There’s always a solution that can be found, especially if you’ve done everything right from your end.  Did we use the third room?  Well, sure.  It was great to store our toddler’s stroller and what not, especially as rooms in Europe can be small.  We of course made use of it while we had it, but remember – nothing is free in life 😉

Picture:  Spring Break – March 2023, London, U.K.