Ş G
Google
I would like to share my experience so other travelers are aware.
My flight to Amsterdam was cancelled late at night (around 11:00 PM) due to severe weather conditions. This was not a personal change of plans, but a force majeure situation. For the last two days, flights have not been able to land in Amsterdam, which is a widely known and documented fact.
I contacted the hotel immediately, but my request was rejected solely based on the claim that the reservation was “non-refundable.”
This argument is misleading.
Even if the reservation had been labeled as refundable, the cancellation still occurred within the last 24 hours, meaning I would have received no support or flexibility anyway. In other words, the “non-refundable” label is being used as a convenient excuse, not as a fair assessment of the situation.
I was physically unable to reach Amsterdam due to an airline cancellation beyond my control. This was not a no-show by choice.
For a hotel of this level, I expected at least basic understanding, flexibility, or a credit for a future stay. Unfortunately, none was offered.
Travelers should be aware that in cases of large-scale disruptions, no consideration is given, regardless of circumstances.
For context: last year, when an unexpected snowstorm disrupted travel to New Orleans, my reservation with the Hyatt group was handled smoothly and professionally under similar circumstances. The issue was resolved without friction or excuses. Seeing such a stark difference in approach between major international hotel groups in comparable force-majeure situations is difficult for me to understand.