My husband and I stayed at the Grand Hyatt from March 18 through March 23. The property itself is beautiful, and we spent most of our time at the adult pool. On March 19, we reserved a cabana and were assisted by a server named Aldo. That day, we were charged $192, despite the cabana including amenities and our total charge the previous day being only $20. When we questioned the discrepancy, Aldo did not review the ticket and instead attributed the overcharge to a system error, saying that it was a busy day. His response felt dismissive and passive aggressive, and based on my personal experience, his demeanor toward me as a woman was particularly uncomfortable and unprofessional.
After raising our concerns, I spoke with a manager at the front desk and was later contacted by the pool manager, Christina. She offered to provide us with a cabana at a rate of $500 per day, given that we were renting a cabana each day of our stay. She also offered a daily credit of $100 for us to use.
While we appreciated Christina’s effort to address the situation, the interaction with Aldo had already significantly undermined what should have been an enjoyable and relaxing day. Unfortunately, the issues did not end there. We later discovered that our account had been charged for items that did not belong to us, apparently due to confusion with another guest sharing our last name. Because of this, on Sunday I went to the front desk to request a printed copy of our folio to review all charges in detail. I met with Pia, the manager on duty, and we carefully reviewed each item. Despite having booked a spa package, we had not received the promised $200 daily credit, which Pia corrected immediately. She also removed an additional charge that Aldo had applied even after the original billing dispute had been raised. These repeated errors and the decision to continue charging us after the issue was known are deeply concerning and reflect a serious breakdown in service standards. Pia handled the matter with professionalism and efficiency, and her conduct stood in stark contrast to the earlier experience. Her assistance was greatly appreciated.
After returning home, I reviewed my credit card statement and discovered yet another unauthorized charge in the amount of $406.58. I am currently in the process of having this charge corrected. At this point, the pattern of repeated billing errors is unacceptable. What should have been a relaxing vacation instead became an ongoing effort to monitor charges and repeatedly engage with management at both the pool and front desk to correct mistakes that should never have occurred. Over the course of our six day, five night stay at the Hyatt, a disproportionate amount of our time was spent resolving avoidable issues rather than enjoying the amenities and level of service expected from a luxury property. This experience was not only frustrating but deeply disappointing and has significantly diminished our trust in the hotel’s billing practices and overall service standards.
Despite the numerous issues we experienced, I would like to recognize several team members who provided truly outstanding customer service. Rujan and Jay at the front desk were consistently helpful, attentive, and professional. Pia, the front desk manager, was exceptional—calm, thorough, and highly professional in handling our concerns. At the cabanas, April, Nathan, and Cole were absolutely outstanding; they were friendly, attentive, and by far the best servers we encountered during our stay. I would also like to acknowledge Nikolina for her professionalism. These individuals exemplified the level of service expected from a luxury property and stood out positively amid an otherwise very disappointing experience.
