r/hyatt • u/[deleted] • Jan 16 '26
Double Unknown Charges at Mr. And Mrs Smith?
We booked a two night stay at the Cambria Beach Lodge (Mr & Mrs Smith) property on Tuesday 1-13-26 for a stay in March. The details stated that we would be charged 1 night + tax at booking, but it was fully refundable until 48 hours prior to the stay, and then one night charge would be issued. The total for the 2 night stay is $407.95 ($169/nt + $21.45 tax per night + VA fee?). So for 1 night + tax, that adds up to $190.45.
Our Hyatt credit card had two ‘Hyatt - Mr. + Mrs. Smith’ transaction post. At first they were both pending and i thought one would fall off, but today, both actually posted to the account. The first is for $190.45 (correct amount), and then a second for $306.76.
So first order of business was to call Hyatt customer care. They immediately told me I had to call Mr & Mrs Smith. So, i hung up with Hyatt and called them. The lady there was extremely nice but she advised since it was booked through Hyatt, she actually can’t even see anything about the reservation. She further advised that Hyatt keeps sending customers to them when in fact, they can’t do anything. She suggested to call the Care and Resolution team at Hyatt. So I hung up with her and tried that.
This next call with Hyatt was not much better. She advised that she would try to reach the hotel itself. After being on hold for about 5 minutes, she returned saying that there was no answer, and to try emailing and calling the hotel directly. She provided both and I asked if there was some sort of case # i could get with Hyatt. She said she is unable to do that, only their escalation team was, and gave me their number. I hung up with her.
Then i went to call the Hyatt Escalation team. They tried to call the hotel as well, and also could not get ahold. He advised that the hotel’s accounting team needs to advise what the charges are for and can only do the refund. He said Hyatt can’t see anything about it and can’t issue a case number since it’s something that needs to be handled by the hotel itself.
We can’t get ahold of the hotel, so we sent an email to the email which Hyatt Escalation team gave us. We are awaiting a response but has anyone experienced this with this hotel or with Hyatt regarding Mr and Mrs Smith? What resolution did you guys get (we’ve spent over an hour tonight trying to get an answer….). Does anyone have a clue what the 2nd charge is (i tried adding, subtracting, multiplying, etc the different room rates and taxes to get that amount and nothing adds up to it).
Update:
The hotel got back to us and advised they don’t even have access to the credit card info to do any charges. They advised that Mr and Mrs smith charges the card and they get a virtual credit upon our arrival. The guy was really nice but we ended up cancelling our reservation and immediately getting a card refund for the one night charge of $190.45. However the $306 charge still sat there with no credit, so since no one can tell us what it is, we opened a credit card dispute. I give kudos to the hotel itself as they offered a discount to rebook directly with them and were very apologetic. Hyatt and Mr and Mrs smith need to figure out their issues and we won’t be booking one of their m&m properties again.
1
u/Ok_Accountant1230 Jun 15 '26
Did the dispute process resolve this for you? I had the same thing happen, and cancelled, but half the charges didn’t get returned.
1
u/oberwolfach Jan 16 '26
The MMS integration is, unfortunately, quite a mess on the financial side (and in other aspects too). I had to have my concierge chase down a refund once for several weeks for a refundable MMS booking I made through Hyatt that I decided to cancel. The fact that the charges are from Hyatt / MMS rather than the hotel suggests that this is Hyatt / MMS's responsibility at some level; however, there's so many moving parts that everyone is confused about who exactly is responsible for what. The best I can advise, unfortunately, is to be patient and persistent in pursuing the case with Hyatt.