Hyatt Place Fair Lawn/Paramus — Hotel in Fair Lawn

I am writing to formally express my dissatisfaction with the experience I encountered regarding my reservation at your hotel for the dates December 13–15. I had booked a King Room with a sofa bed through Trip.com for two adults and two children. The confirmed price was $366, with the instruction to pay at the hotel. However, the series of events that followed caused significant frustration, ruined my plans, and led me to book elsewhere.

The Issues Unexpected Charge Attempt: On the morning of my check-in date, December 13, I received an email confirmation at approximately 9:00 AM. Shortly after, there was an unauthorized attempt to charge $366 to my credit card, despite the booking clearly indicating I was to pay at the hotel. Miscommunication by Staff: Concerned, I contacted the hotel at approximately 9:23 AM and spoke to a staff member, whose name I believe to be Mayland/Maylin/Mailin. I explained my concerns about the attempted charge and clarified that I expected to pay at the hotel as per the booking terms. She assured me that I could pay at the hotel and even added a note to my reservation to confirm our discussion. I emphasized my apprehension due to previous experiences with scams, and she reassured me that everything would be fine upon my arrival. Unexpected Price Increase at Check-In: When I arrived at the hotel at 6:19 PM, I was informed by two receptionists that the total for my stay would be approximately $750. I was shocked to learn that the original operator had supposedly canceled my reservation and rebooked it at a higher rate. This was not discussed with me at any point, nor was I informed that this cancellation and rebooking would void the original $366 rate. Lack of Professionalism: When I expressed my frustration and tried to clarify what had happened, the receptionists referred to a credit card authorization form, which was never mentioned during my prior phone call. They contacted the operator I initially spoke to, who then falsely claimed she had informed me about this form. When I asked for this staff member’s name, the receptionists initially told me it was Abigail but then proceeded to laugh and make jokes, treating my legitimate concerns as a trivial matter.

This incident forced me to cancel my plans, scramble to find another hotel, and incur additional stress and expenses. Thankfully, I found another hotel that honored my budget and treated me with professionalism. However, this experience left me deeply disappointed.

Resolution Requested

Given the mishandling of my reservation and the unprofessional conduct of your staff, I am requesting the following: • A formal acknowledgment of this complaint and a sincere apology for the inconvenience caused. • A full investigation into the conduct of the staff involved, especially the operator I spoke to initially and the two receptionists at check-in. • Clarification of your policies regarding “pay at the hotel” reservations and any communication lapses that led to this situation. • Compensation for the inconvenience caused, as I was forced to find alternate accommodations and my plans were disrupted due to no fault of my own.

I take this matter seriously and intend to escalate this complaint to consumer protection organizations, hotel review platforms, and any relevant oversight bodies if it is not resolved promptly and fairly.

ADDING IN: they called this Abigail or Malin Person, and that person lied and said that they told me about credit card authorization which they did not. And lied and said they called me .. WHERE DO YOU SEE THAT THEY CALLED I CALLED ! I believe that they were attempting to scam me of some sort. I personally think that this person should be written up or fired, but I’m not the person to decide that but I just wanna know why wasn’t I able to be accommodated when I had an original booking and then they attempted to charge me $400 more please see where it saysin the photo that I am instructed to pay in a hotel. It says nothing about prepaid the hotel that I had to stay in, I was...

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It was Rediculously Terrible ! I spent 2 nights here and it was the absolute worst it seemed like some sort of set-up from the beginning. When we arrive to our room it looks perfect (so it seems). The bathroom: Toilet was and still is broken & the bathtub was never cleaned out it had hair that didnt belong to me wrapped all around it. Then it came to the bedroom so i get in bed swearing to myself this a non smoking hotel. but this non- smoking hotel definatley gave me sheets with burns on them which lead my next statment to why i am mad. so i leave the hotel to pick up a friend and come back to find a letter of them accusing me and who i was with for smoking they left a letter under the door explaining it was a warning . But as i went through my room i realized they had also been in my room this upset me because i had the sign that says DO NOT DISTURB the entire stay it never left the door. So how disrpectful is that theie associates waited til i left watched me leave then went through my room ! To make things worst i had my 2 year old god son with me we planned to go swimming so that what we did. but we felt uncofortable leaving the room cause one of their associates watched us as we left the room on the 4th floor and followed us to the pool area on the 1st floor as if we were going to kill someone with a 2 year old. When we came back from the pool area this time we were smarted about leaving the room i have OCD so anything out of place i would know & of course once again it seems they had went through our room (again) so disrespectful. Already mad we decided to call it a night and take my godson home before leaving we took picture of the door looked to make sure no one touched it and of course we came back n the DO NOT DISTURB sign was laying on the floor in our room. Completely mad now we decided to go to sleep and checkout in the morning. when the morning comes they send us a letter telling us they were charging us for smoking a $200 fee with out notifying me personally they went ahead n charged us for it when i went to take care of the situiation it got handled. but customer service horrrible. Plus the whole hotel is being rennovated from top to bottom they didnt tell us this at check in but yet we had to deal with noises the smells and everything else including waiting minutes for an elevator cause the workers are using it. walking to the pool room was the worst debris everywhere paint everywhere......this place is the worst its a waste of money they give u free breakst but food is the disqusting and whatever we ordered off their menu had us vomiting the next day....I REPEAT DO NOT GO TO THIS HOTEL IF YOU WANT A GOOD EXPERIANCE because if you come here it will be one of the worst mistakes you made for you and...