Hyatt

This letter is regarding my visit to your Hyatt House/Franklin/Cool Springs on March 25, 2022. During the week of March 21st, I made reservations to stay at this hotel. I was attracted to this location based on amenities, proximity, and online customer reviews. During my travel there, my Discover Card, the card that I used to reserve our room, was lost/stolen. I immediately reported the card missing and called the Hyatt House/Franklin? Cool Springs to switch the card over to an active credit card. I was informed by the representative that I did not need to make this transition of cards over the phone but during check in. I was clearly told that the card would not be run until check in. My family and I arrived at the hotel at about 5:30 p.m. When checking in, we were harshly informed by the hotel clerk that the room was no longer available. His exact words were, "Your card was declined, and we sold your room." I explained to him that I called to get the card transferred over prior to our drive from Birmingham, and he responded, "It's too bad, your room is SOLD, and we have no more rooms!" When I asked him for the General Manager's information, he informed me that the GM was the individual who SOLD the room and he had no way to contact him. I asked him, could he have not reached out to us before the room was sold and he stated that he didn't have our number. As we prepared to go back to our car to inform our kids of this disappointing news, he yelled out, "GOOD LUCK finding a room!" My husband asked him, "Why would he say that, his response was,"It is what it is!" As we were exiting out of the lobby, we heard him tell the couple behind us that our card was declined and our room was sold. (At that point, I went back to snap a picture of this employee.)

Unfortunately, we were unable to find any more rooms in the area and had to drive over 50 minutes to Hendersonville, Tennessee to find a hotel. Our dining reservations for the evening in Franklin had to be canceled.

I have never experienced this level of degradation and humiliation by any business in my life. It took everything within me to NOT post my experience on the Hyatt house Social Media Pages. I pray that this was not the intention of the HOTEL but the insensitivity and lack of professionalism of a single employee. I hope that no one else have to experience this type of customer service in the future.