arisia | online reservation blues (Reply)

Just sent via the "error feedback" form on the Hyatt site:

I made my reservation on your site. I went through the whole process and was about to confirm, when I saw that checkout was at 12:00 am on 1/19: i.e., leave at midnight on the day I was supposed to leave. So I went to edit the information, and found that the checkout date had no time. OK, I figured, maybe that's just part of their system. So I hit BACK and I lost the whole reservation.

THIS IS STUPID. If there's no time required in the checkout field, then don't show one in the booking confirmation. If there is a standard checkout time, use that... NOT midnight!

I'm going to try the phone.

[EDIT, ~ 11pm]
The phone was just as bad as online, with

disconnections
a helpful and polite person at the national call center who took my reservation
a helpful, polite, and ignorant person at the national call center who, when I called back to specify QUIET BLOCK, told me to call the hotel's local reservation desk
an idiot at the hotel who blithely ignored my specific request and sent me back to the national call center, where I was told that there IS no local reservation desk
someone at the hotel who transferred me to the asst manager's extension, where I left a message,
and the asst manager, Charles Rinehart if memory serves, who
- called me back a few minutes later,
- checked the database,
- worked out the discrepancy between theirs and the outsource company (Passkey) that took the reservation, and
- confirmed that the reservation was indeed in place
- told me that unfortunately the quiet block was full up and my rez is in active block
- and invited me to call him back tomorrow for more help