Hyatt Place Waco

I booked one night through Expedia and had no problem with that stay. The next morning I asked the front desk to add a night. The agent had some trouble but said it had gone through, and charged my card again. I stayed that second night and checked out the following morning. Later I realized I’d been billed for an extra night I never stayed. Since then, I’ve called seven times and spoken with four different front desk agents. Everyone I spoke with was polite, and two acknowledged that the original agent, who no longer works there, likely made a mistake when extending my stay. They all agree the error is clear. But apparently only the General Manager, Diana, can issue a refund. Each time they transfer me, I get voicemail. I’ve left several detailed messages with my name and explanation, but haven’t had a call back. On my last call, the front desk said I’d hear from her the next day because she was busy. Still no follow-up. I’m asking for a refund for one night I didn’t stay because of a clear employee error the staff has already acknowledged. The lack of follow-up or accountability from management, specifically Diana, is unacceptable. Until this gets resolved, I can’t recommend staying here.

We found plenty of restaurants nearby, along with shopping and two major malls. The staff were super nice, the room was very clean, and breakfast was delicious. There wasn’t a single thing I disliked. With everything being so nice, I’d easily have paid twice the room rate.

Ashley, Kris, and John have treated me with so much kindness and professionalism. The staff really are the best, and breakfast is great, too. The hotel is super nice, with modern rooms that are always very clean. I’ve never had an issue and keep booking here. It’s a great place in every way I look for when I travel.

Update: Hyatt made this right. They refunded my $100 in a separate transaction, and I saw the full refund the next day. I thought I’d have to contact the corporate office, but I appreciate how they handled it in the end. The customer experience was lacking at first, but I’m pleased with the outcome. Thank you. I’d booked Hyatt Place Waco, TX for February 14, then had to cancel two days ahead because my mother was in the hospital. They charged a $100 penalty. When I explained why I had to cancel and why I was upset about the charge, the customer service rep hung up on me. At the time, I felt I’d lost trust in them and wouldn’t return.