Whine Wednesday: Hotels Deceiving Guests – Construction Notices Missing From Hotel Descriptions, Case Hyatt Regency Bali

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Our Whine Wednesday topic this week is Missing Construction Notices from hotels which sell their rooms without informing guests about ongoing construction inside or around the property.

I checked in at the recently reopened Hyatt Regency Bali on Sunday and next door they are building the new Andaz with extremely loud noise coming over to the Regency side – none of this gad been mentioned to the customer prior to arrival.

Being a newly opened holiday resort, the Hyatt Regency has done a pretty good job transforming both rooms and hotel grounds, so I booked it for a week arriving Sunday. However, after three days, I had really had enough of it, given the inconvenience.

The Hyatt Regency Bali (formerly Bali Hyatt) is in Sanur (see their website here).

The Andaz, which is at least a year from opening, is being developed on the adjacent lot to the left of the building complex facing the ocean.

Currently there is loud hammering, drilling and sawing going on – pretty much the standard when developing a structure. It’s extremely noisy especially at the Regency Club where an enjoyable Breakfast or Cocktail Hour is absolutely impossible. The noise hadn’t subsided over three days, quite the opposite.

I checked the website diligently and even the Hyatt reservations agent didn’t see any notices about inconvenience regarding construction. This is highly unethical considering the level of noise and the fact that this is a holiday resort in a pretty remote region of the world. Should people invest a lot of effort and money flying to Bali just to stay in that environment?

As far as my case is concerned, I called Hyatt and requested they cancel my stay made with points. It didn’t take much to get them to agree, I simply opened the window and let the supervisor listen to the noise. I then moved to another hotel, first the Grand Hyatt and then Alila Villas.

Conclusion

Hotels might get away with not divulging such things during direct sales because it’s a local contract between the hotel and the guest. Yes, maybe the customer can complain to Hyatt but that’s pretty much the end of it. How many guests really do that?

Those international travelers who booked through tour operators however have a legal standing based on laws in their home country to receive a refund if the hotel description isn’t accurate and if their holiday is impacted by construction noise. They can also contact their tour operators agency or in house representative to improve their situation, which might include a hotel change. Since tour operators don’t want to get into arguments with their customers, they usually take construction notices seriously and often inform customers ahead of time.

The Hyatt Regency Bali (or their owners) obviously don’t want to go that route since it would cost them a lot of business. Many people would simply not book a noisy hotel or cancel their stay. To keep this a dirty secret until the guest actually arrives is bad form though. Hyatt should be better than this and even though I suggested that they update the website nothing has been done as of now.

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