求助🙏上海桐森误扣款

最近回国玩儿入住上海桐森世博酒店。本人全程积分入住，环球客免早餐，没有产生任何费用（Hyatt App查了Bills的确消费为0）。入住时押金由Chase Hyatt个人卡支付。**回美国后才发现700多美金的押金已退，但额外有一笔300多美金的扣款且已经post。**微信联系前台经理后被告知“根据调查，应该是我们同事手误将部分积分金额当成了房费结算掉了”，遂要求原路退款到信用卡。

**但是前台经理要求我提供身份证正反面，Chase Hyatt信用卡正反面，以及开户行信息。**这难道不会导致我个人信息泄露/信用卡被盗刷吗？国内不能直接原路退回吗？

P.S. 我已经让这个前台经理用邮件联系，我可以看到对方是用了带[email protected]的邮箱并抄送了[email protected]。所以至少对方应该不是骗子。

我微信让对方跟财务确认是否可以只提供姓名，信用卡后4位，交易金额和时间（这在美国足够原路退回信用卡了），被告知仍需要信用卡和身份证正反面。这合理吗？请问大家我应该怎么继续沟通？还是直接找Chase dispute？

谢谢！

【引用自 Adonis123】:
同事手误将部分积分金额当成了房费结算掉了
这个错误酒店没有责任吗？

【引用自 Adonis123】:
身份证正反面，Chase Hyatt信用卡正反面
这不是你入住的时候就给他了吗，该泄露早泄露了

再给一次呗，现在重点是能要到多少赔偿

这包是酒店的责任啊。现在我只想至少先拿到退款。有合理的撕的角度也欢迎大家畅所欲言。

身份证给了。信用卡我记得是直接机器刷的吧？而不是复印留档了。如果真的都有那酒店也不需要让我再提供了呀。另外，我其实就是想问问大家有没有在中国遇到过类似的情况。如果真的必须提供这些，那我也认了，大不了退完款replace card。

不知道为什么有些地方原路退款那么复杂

能跟他说人在国外身份证不在身边，不退就dispute么

已经微信回复经理如果不能直接原路返回，我就要在Chase这边直接dispute了。我就想知道在中国退款真的需要信用卡正反面吗？

不用。。经理在胡扯吧

不用，强硬回复，不退款就发起争议并且找集团

你为什么要：

给人家看你的身份证
用微信联系
用中文而且不直接把他的中文邮件转给Hyatt官方并表示为了大家都看懂请接下来用英文沟通

这样就没法冒充高华了
现在能做的：

告诉对方dispute的后果，包括但不限于酒店拿不到钱还得倒贴手续费、被卡组织拉黑、被投诉导致降薪/处分
告知对方，美国dispute的逻辑，以及和国内处理盗刷的不同
积极取证支持你的dispute
先礼后兵无效，直接找chase dispute

谢谢建议。我一般国内住都给身份证，这也是第一次遇到这种情况。

Dispute了估计会有人加你微信 自称手滑处理错的前台 哭泣曰这样会对自己扣钱 自己打工的也不容易云云

音乐起 我们都在努力的活着

直接找微信 hyatt 客服就行了，一下就给你解决了

这种错误在美国随随便便都可以撕出来三四万hyatt分，在国内就只求退款吧，5千分回来就是赚了

一定要强硬，所有事情尽量发英文邮件，拿不准的可以写了发泥潭让网友们（包括我）帮你把把关

我就是先微信小程序找的Hyatt客服，然后回复说酒店会直接联系我。之后才是酒店经理微信联系我。

Do not try to talk with and understand SHABI

反正坚决不可以把信用卡发给对方

这样气势上就输了

宁愿双输也不能让酒店独赢

check in给身份证没问题的，但现在撕扣错款没理由给

从来没见过要的 就是屁事多

国内pos也可以直接取消预授权/退款

总结一下如何回到事件开始来做的更好

给酒店打电话/微信找hyatt客服，用英文
对方要求出示身份证表示自己没有身份证，是华人/华侨
要求出示卡号表示happy to help but can’t due to security issue
给对方解释美国处理dispute的不同，以及dispute之后酒店+店员的后果
上面都无效后找chase dispute
【引用自 sunchy】:
投诉(Complaint)专帖---提供投诉普通方式,manager联系方式和模板
Hyatt
邮件: https://www.hyatt.com/development/contactus, [email protected]
Twitter: x.com
Manager contacts: Hyatt Customer Service Contact Support Via Phone Email Exec Contacts - Elliott Report
电话:1 (800) 323-7249
hyatt的投诉方式如上所示

而且本来就是酒店做错了，退款钱又不会到别的地方，非常无理

国内的很多流程确实是很抽象 感觉还是刷卡的人太少了 要不大家都刷这么整前台累死了规则也改了

谢谢 等今天还没说法我就准备找concierge帮忙升级到总部了。

说白了就是歧视懂中文的人，就算真华人华侨，甚至大马和新加坡的都会被这么歧视

错了，现在就要投诉，不能这么简单这事就算了

顺便可以要求总部做出赔偿

好嘞！！

泥潭小助手的总结

好的，这个帖子是关于用户入住上海桐森世博酒店（通过积分全额兑换，环球客免早餐，账单显示消费为0）后，发现除了押金退还外，还有一笔300多美元的额外扣款。酒店经理承认是同事操作失误，将部分积分金额错误结算为房费，并要求用户提供身份证正反面、Chase Hyatt信用卡正反面以及开户行信息以进行退款。用户担心个人信息泄露和信用卡被盗刷，对这种退款要求是否合理提出疑问，并寻求大家关于如何继续沟通或是否直接联系Chase银行进行dispute的建议。

泥潭的建议包括：

不要提供敏感信息： 大部分人认为酒店要求提供身份证和信用卡正反面信息是不合理的，存在信息泄露风险。
态度强硬： 建议用户直接告知酒店，如果无法原路退款且无需提供敏感信息，将直接向Chase银行发起dispute，并说明dispute可能给酒店带来的负面影响（如手续费、被卡组织拉黑、员工被处分等）。
英文沟通： 建议尽量使用英文邮件与酒店及凯悦集团沟通，避免在微信上沟通，并将酒店的中文邮件转发给凯悦官方，要求后续使用英文。
寻求凯悦集团介入： 如果酒店沟通不畅，可以联系凯悦的客服或Concierge将问题升级至总部。
准备dispute： 如果酒店坚持不合理要求，直接联系Chase银行发起dispute，并积极收集证据支持dispute。
期望赔偿： 有用户提到在美国类似错误可能获得较高的积分赔偿，但在国内可能只求退款或少量积分。

帖子链接：求助🙏上海桐森误扣款

以下是给您的投诉信模板：

Complaint Letter to Hyatt Corporate (凯悦集团投诉信)

Subject: Urgent Complaint Regarding Unauthorized Charge and Unreasonable Refund Requirements - Reservation at Thompson Shanghai Expo (World of Hyatt Globalist)

Dear Hyatt Customer Service,

I am writing to express my severe dissatisfaction regarding an unauthorized charge on my Chase Hyatt credit card following my recent stay at the Thompson Shanghai Expo (World of Hyatt Globalist, Reservation Confirmation: [Your Confirmation Number], Stay Dates: [Check-in Date] - [Check-out Date]).

My stay was fully redeemed with World of Hyatt points, and as a Globalist member, breakfast was complimentary. My in-app bill confirmed a zero balance for my stay. The only transaction made with my Chase Hyatt card was for the security deposit.

Upon returning to the US, I noticed that while the security deposit of approximately $700 USD was correctly refunded, an additional, unauthorized charge of approximately $300 USD had been posted to my card. I contacted the hotel’s front desk manager via WeChat, who confirmed after an internal investigation that “a colleague mistakenly settled part of the points amount as room charges.”

While I appreciate the hotel acknowledging the error, the subsequent refund process demanded by the hotel is highly concerning and unreasonable. The front desk manager is requesting photocopies of both sides of my Chinese ID card, both sides of my Chase Hyatt credit card, and my bank account information.

I find these demands to be an unacceptable security risk, potentially leading to identity theft or credit card fraud. In the United States, and generally for credit card transactions, a refund to the original payment method typically only requires confirmation of the cardholder’s name, the last four digits of the credit card, the transaction amount, and the transaction date. Providing full card details and ID information is an extreme and unnecessary measure for a simple refund, especially for an error made by the hotel.

I have already communicated my discomfort and willingness to provide only the necessary details. I have also informed the hotel that if a secure and reasonable refund process cannot be facilitated without compromising my personal and financial security, I will be compelled to initiate a dispute with Chase bank.

This situation has caused me significant distress and inconvenience. As a loyal World of Hyatt Globalist member, I expect a higher standard of service and security from Hyatt-branded properties. I request your immediate intervention to ensure that the unauthorized charge of approximately $300 USD is refunded to my Chase Hyatt credit card securely and without further undue demands for sensitive personal information.

I expect a prompt resolution to this matter. Please confirm the steps you will take to resolve this.

Sincerely,

[Your Name]

[Your World of Hyatt Number]

[Your Email Address]

[Your Phone Number (Optional)]

Statement to Hotel Manager (给酒店经理的表态)

Subject: Re: Unauthorized Charge and Refund Process - Reservation at Thompson Shanghai Expo ([Your Confirmation Number])

Dear [Hotel Manager’s Name],

Thank you for confirming that the unauthorized charge of approximately $300 USD on my Chase Hyatt credit card was indeed a result of an internal error where “a colleague mistakenly settled part of the points amount as room charges.” I appreciate your candidness regarding the mistake.

However, I must firmly reiterate my concern and inability to comply with your request for photocopies of both sides of my Chinese ID card and both sides of my Chase Hyatt credit card, as well as my bank account details, for the purpose of a refund. This request poses a significant and unacceptable risk to my personal and financial security. Providing such sensitive information is not a standard practice for processing a refund to the original payment method, particularly for an error made by the merchant.

I have already provided the necessary details for a standard refund, which in the United States and under typical credit card protocols, includes my name, the last four digits of the credit card, the transaction amount, and the transaction date. Sharing full credit card details and ID copies is an unnecessary security vulnerability.

I kindly request that you proceed with the refund to my Chase Hyatt credit card using a secure and standard procedure that does not require me to disclose highly sensitive personal and financial documents. If the hotel is unable to process this refund without these unreasonable demands, I will have no choice but to initiate a formal dispute with Chase bank for the unauthorized charge. Please be aware that initiating a chargeback can have implications for the hotel, including potential fees and administrative burdens.

I urge you to reconsider your current refund requirements and facilitate an immediate and secure refund to resolve this matter amicably.

Sincerely,

[Your Name]

[Your Reservation Number]

[Your World of Hyatt Number]

用微信懂中文的白皮一样被歧视，或者有中文翻译的人（会把压力给翻译），必须让这种因为自己在高端场所工作所以瞧不起人的知道，要增加沟通成本，这件事不能就这么简单就算了

国内信用卡挺麻烦的，直接dispute就行了，反正有承认误扣款的微信消息

你付钱的时候没签那个授权书，所以退款就会很麻烦

直接dispute吧，Chase对这种dispute很友好的，不需要跟酒店磨那么多。我当时在国内被double charge也是直接走的chase，一周就解决了。

你坚持一直联系 hyatt 客服就行，让 hyatt 客服去联系

更新：酒店已退款。最后也没再要任何信息。