A LoyaltyLobby reader despatched us a Park Hyatt Los Cabos delayed opening case the place Hyatt refuses to rebook company who’re inconvenienced by this.
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You may entry Hyatt’s web page for Park Hyatt Los Cabos right here.
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Reader’s E mail:
I’d wish to share a irritating expertise I’m at present having with Hyatt that could be related in your readers – particularly these contemplating redemptions at newly opening properties.
Earlier this 12 months, I redeemed factors for a 4-night keep in early September on the brand-new Park Hyatt Los Cabos, a reserving I used to be very a lot wanting ahead to. I had secured a Premier Suite, and the money price for the keep was over $10,000 for the 4 nights – so this was not simply any redemption, however a high-value use of factors and a particular journey we had been planning for months.
Now Hyatt has knowledgeable me that the resort’s opening has been delayed, and my reservation is being canceled.
As a substitute of providing an equal points-based different, Hyatt advised me I pays out of pocket to remain on the Cape, a Thompson Lodge – however that property has no award availability, and albeit, I wouldn’t have booked it even when it did. The Cape is, in my view, not corresponding to a brand-new Park Hyatt – neither by way of model, suite choices, nor total expertise.
It appears Hyatt is basically saying: “You may pay for an inferior possibility, or simply take your factors again.” No provide of compensation, no comparable suite redemption, no improve on the Cape, and no proactive goodwill gesture – despite the fact that this was a top-tier suite award reserving.
I totally perceive that delays in resort openings occur – however what I don’t perceive is why loyal World of Hyatt members will not be provided a comparable keep at one other premium property, or not less than some type of significant gesture when plans are fully upended.
We requested to be moved to a comparable resort just like the 4 Seasons, as each accommodations have the identical homeowners, however Hyatt is just not providing such an possibility.
Had I booked this as a income keep, I’d anticipate a correct rebooking or equal worth. However as a result of it’s a factors redemption, it looks like Hyatt treats it as simply disposable – which, on this case, is deeply disappointing.
Has anybody else run into the same situation with Hyatt or one other chain when coping with delayed resort openings and canceled award bookings?
Hooked up you will see that the final e-mail I bought from Hyatt.
Hyatt Client Affairs’ E mail:
Hyatt Inns
Expensive Mr REMOVED,
Thanks a lot for reaching out. I actually perceive how disappointing it may be when a keep doesn’t go as anticipated, and I admire the chance to assessment your issues totally. At The Cape, in your date there is no such thing as a room for factors. You’re going to get a room King deluxe ocean view on the nightly price. Do you have to want to transfer ahead or have any further questions, please don’t hesitate to contact us instantly at 888-848-9496. We worth your loyalty and hope to welcome you once more quickly beneath higher circumstances.
We worth your membership and stay up for your future stays at Hyatt accommodations.
Greatest regards,
Kiara REMOVED.
Visitor Care AssistWorld Care Heart
E: consumeraffairs@hyatt.com
Case Quantity CASREMOVED
We lately had the same case with the Grand Hyatt Playa del Carmen, additionally in Mexico, which is exiting Hyatt, and so they (Hyatt) have been equally tough to cope with and basically simply have given a center finger to most World of Hyatt members:
Grand Hyatt Playa Del Carmen Exits Hyatt System On July thirty first & Award And Child Bookings Not Honored
I discover it very unprofessional that this property in Mexico is utilizing a picture from Japan to showcase their property.
There’s a small notice on price search that the anticipated opening is now October 15, 2025, however are you courageous sufficient to guide?
There are a number of rooms, suites, and villas accessible for bookings from that date.
The Park Hyatt Los Cabos administration ought to take this into their very own palms and both transfer affected company to their sister property or work with Hyatt to make sure that company will not be inconvenienced if moved to different Hyatt-affiliated properties within the space.
I don’t fairly perceive why Hyatt’s Client Affairs has turned so hostile in the direction of company currently.
Has Hyatt or are they within the strategy of transferring this operate to El Salvador in Central America, or within the Philippines as properly, and people nonetheless working within the US who’re purported to resolve these points not give a ….?
Conclusion
Hyatt was a hotelier that cared about its loyalty program members and principally did the proper factor ultimately, however that seems to be not the case, as evidenced by current circumstances that readers have dropped at our consideration.
I assume that when their fundamental enterprise is all-inclusives in Mexico which can be principally filled with bundle tour company, they’ve misplaced their focus.
The reader ought to additional escalate their case and, as a final resort, file a criticism with the Illinois Lawyer Basic relating to Hyatt’s commerce practices.
Supply
