Hyatt didn’t welcome my dog, so I canceled. Can the hotel keep my money?

Joshua Perry canceled his reservation at the Hyatt on learning that he couldn’t bring his dog. The Hyatt assured Perry that it wouldn’t charge him for the room, but it did so anyway — and successfully challenged his credit card chargeback.

Why did Perry have to pay for a room he couldn’t use?

What’s the difference between a cancellation penalty and an administrative fee?

Mistakes happen — it’s a fact of life and of business. But when a mistake by two companies results in a customer losing $500, who should reimburse the client? That’s what Henry Vogt wants to know. His case raises some important questions about disclosure and ethics that could affect your next travel purchase.

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