Have you ever checked into a hotel and immediately knew it wasn’t the hotel for you? I recently had this happen on a stay at the Zoëtry Mallorca. I was on a girls’ getaway with my daughter, Lindsey, and the theme of our trip was supposed to be luxury. Our stay at the Nobis Palma was just that. I thought I had done my due diligence on the Zoëtry Mallorca and our first glimpse of the hotel and the common areas seemed to confirm that it was what I was hoping for.

 

 

 

Then we got to the room. Now, for a family stay I would have been fine with it. The redemption at 44K/night for an all-inclusive stay was good. We had a suite and that is good. However, it was not luxurious and that was what I was after. I immediately knew that I wasn’t staying for the entire three nights but hated to lose two nights in award points. I decided to ask for a refund of some of my points. But I had never done this before—I usually would just stay and not be happy or leave early and forego the points. This time, I decided to shoot my shot.

 

 

 

Again, the problem was not that it was dirty or unacceptable, it was just not what I was expecting based on the other pictures I had seen. I was seeking a luxury stay and it was a moderate hotel room. Additionally, there was nothing to indicate on the hotel’s website that all the meals were going to be buffet-style, and that was not something I wanted to do for three days in a row.

 

Reached Out to Hyatt Concierge

As a Hyatt Globalist, I would normally reach out to my concierge but we were in a different time zone so I contacted the Hyatt Concierge on X.com.

I have a question. I am currently at the Zoëtry Mallorca on three night stay. Reservation [number]. While the grounds and main building are beautiful, our suite feels like a dorm room. We also didn’t know the food was buffet and didn’t like it at all tonight. What are my options? Can I cancel the last two nights and get my points back and go elsewhere? I recently returned from Zoëtry Agua Punta and thought I’d like this but don’t. There is only tapas and a buffet option. At check in, they told me this was the best room we were upgraded to. It is just needs a lot of updating and TLC and not the usual luxury I want to pay for.

She tried to contact the front desk but was unable and asked me to contact her in an hour.

Yes, I will. I think the people here are wonderful and don’t want them to think I hate their hotel—like I said. It just isn’t what I expected—the rooms and food experience at least.

Her response later: Unfortunately we are not able to refund the points it would need to be done by the property. Once you are checked in we are not able to make any changes to the reservation. -Larissa 🌺 I sincerely apologize that your experience hasn’t aligned with the high standards you’ve come to expect from Hyatt—especially as one of our Globalists and someone who has been such a valued advocate of our brand. Early departures are up to the property discretion if the points will be returned. I have escalated this for you, but due to the nature of the situation you need to speak with the front desk directly as you are checked in, and they are the ones that will agree to the early departure and return the points. -Larissa 🌺

In the morning, I heard from the manager about my concerns and he was incredibly kind and said that he would refund my points. Moral of the story: They can only say no but sometimes they say yes! I told the manager I greatly appreciated his kindness and understanding. 

 

Other Hints

If you check into a hotel using points and don’t like it, you still have a few smart options—especially if you act quickly and politely. Here’s what you can do:

1. Talk to the Front Desk Right Away

• If the room is the issue (dirty, noisy, smells bad, etc.), kindly ask to switch rooms. Most hotels will do their best to accommodate you, especially if you booked through a loyalty program.

• Be specific and calm—staff are more likely to help if you’re friendly and clear about what’s wrong.

• Take photos, if the issue you’re unhappy with is something that you can document. It can help explain what’s wrong and also might provide peace of mind so the front desk knows you didn’t create the problem.

2. Ask for an Upgrade

• Politely mention your loyalty status (if any) or just ask if other room types are available. Even on points, hotels sometimes have flexibility to move you to a better room or location.

3. Reach Out to the Hotel Brand’s Customer Service

• If the hotel isn’t helpful, contact the loyalty program directly (e.g., Marriott Bonvoy, Hilton Honors).

• Use their app, call the customer service number, or message them on social media. Explain the issue and what you’d like (e.g., a move, a refund of points, or a transfer to another property).

4. Leave and Book Somewhere Else (If It’s Bad Enough)

• If the stay is truly not salvageable, you can check out and try to get your points refunded. This is hit or miss, but if you check out within an hour or two and notify customer service, you may get the points back, especially if the room was unacceptable.

• Document the issues with photos and keep your receipts.

5. Review It After the Stay

• If the problem wasn’t resolved, leaving a detailed review (calm and honest) can help others—and sometimes prompts the hotel to offer a gesture of goodwill later.

 

 

Sample Messages

Message to Hotel Front Desk (In-Person or via App):

Hi,
I just checked in to [Room #] and I wanted to share some concerns. Unfortunately, the room isn’t quite what I was expecting—[briefly explain issue, e.g., “it’s very noisy due to street traffic” or “there’s a strong odor that’s making it hard to settle in”].

Is there any chance of switching rooms or possibly receiving an upgrade if something else is available? I booked this stay using points and was really looking forward to it, so I’d love to find a better fit if possible.

Thanks so much for your help—I really appreciate it!

 

Message to Loyalty Program Customer Service:

Hello,
I just checked in to [Hotel Name, Location, Date] using [loyalty program name] points, but I’m unfortunately having some issues with the room. [Brief description: e.g., “It’s not clean,” “There’s a strong mildew smell,” or “It’s not the type of room I booked.”]

I spoke with the front desk, but nothing has been resolved yet. I’d really appreciate your help—whether it’s finding a better room or possibly transferring my reservation to another property nearby.

Thank you for looking into this—I’ve always had great experiences with [program name] and I’m hoping this can be sorted quickly.

 

Bottom Line

When you get a different experience from a hotel than you were you expecting it’s rough. It can completely change your experience. Knowing what to do when your hotel disappoints beforehand can help you weather the storm. Please share you experiences regarding a stay that wasn’t what you thought it would be. 

Update: When I returned from this trip, I stayed at the Sheraton Tucson with points for my granddaughter’s graduation. This hotel was a definite disappointment but a family member was staying there too. It was just two nights so I just dealt with it. Moral of the story: Carefully look at pictures and reviews before you book your hotels. And if you feel like you are disappointed and can’t stay, reach out for satisfaction.

 

Related Posts

Zoëtry Agua Punta Cana Review

All About Travel Insurance

Sometimes, It IS All About Luxury!