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Just to try to answer the seemingly puzzling lack of response, that experience was SO bad I suspect management sent your letter to their Legal Department. If they did that you now have legal tactics taking place. I suspect their tactics are to instruct management not to respond so as to wait for you to make the next move. I think they think you may sue them. I think they came to that conclusion by the description you painted of what they did to you. I can't imagine a well-managed hotel corporation like Hyatt (I think it's owned, and run, by long-time owners, the Pritzger (sp?) family in Chicago) just not responding, unless someone just lost it - or, unless they are treating the matter as a potential lawsuit. And lawyers have no manners during business hours. You're trapped in a room with a tiger, a rattlesnake and a lawyer. You have a gun with two bullets. What should you do? Shoot the lawyer . Twice.