Accommodations change arms on a regular basis, however possession and operation of a property should not have an effect on an present reserving — proper? Sadly, we’re seeing the alternative unfold earlier than our eyes this week.
As Hyatt’s acquisition of Playa Resorts & Accommodations enters its ultimate levels, Hilton Honors members are dealing with last-minute cancellations for reservations booked utilizing Hilton Honors factors at 4 Playa accommodations. These properties had been beforehand flagged as Hilton-operated accommodations and at the moment are managed by Hyatt, as of June 11:
- Hilton La Romana, an All-Inclusive Household Resort
- Hilton La Romana, an All-Inclusive Grownup Resort
- Hilton Rose Corridor Resort & Spa
- Hilton Playa del Carmen, an All-Inclusive Resort
Sadly, some vacationers who had made award bookings at these accommodations utilizing their Hilton Honors factors have discovered their reservations abruptly canceled, even for journey within the coming weeks. Many have been left within the lurch with nonrefundable aircraft tickets and different bills … and nowhere to remain.
TPG reader Sarah Kelley wrote into TPG’s suggestions e-mail to elucidate {that a} reservation she made utilizing a mixture of Hilton Honors factors and money for the top of June at Hilton Playa del Carmen, an All-Inclusive Resort had all of the sudden disappeared. At her time of reserving, the property was Hilton-operated.
“In latest days, Hyatt has acquired the Hilton Playa Del Carmen All inclusive resort. And abruptly canceled [reservations] absolutely paid by Hilton factors, or partially reserved with factors,” Kelley mentioned. She defined that she didn’t obtain a notification concerning the reservation cancellation; relatively, she observed that the reserving had disappeared totally from her Hilton app.
“After we reached out to Hyatt for clarification, we had been met with imprecise explanations or no response in any respect,” Kelley wrote. “In some instances, we had been informed it was as a result of ‘rebranding,’ and even ‘resort possession transition,’ but no formal communication or acceptable compensation has been supplied. In reality … we had been quoted DOUBLE what we paid to maintain our room in solely 3 quick weeks.”
Presently, Kelley has been reimbursed by Hilton for under the factors from her unique reserving — not the money. She shared with TPG an e-mail change with Hyatt, wherein a visitor care assist agent mentioned that they’d “analysis the matter additional.”
When TPG reached out to Hilton for touch upon the matter, a spokesperson from the corporate supplied the next assertion:
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Because of the latest acquisition of Playa Accommodations & Resorts N.V., franchise agreements for Hilton La Romana, an All-Inclusive Household Resort, Hilton La Romana, an All-inclusive Grownup Resort, Hilton Rose Corridor Resort & Spa, and Hilton Playa del Carmen, an All-Inclusive Resort, have been terminated, efficient June 11, 2025, at which level all properties transitioned to their new administration firm.
All present normal bookings and visitor preparations might be honored by the brand new administration firm. The resort will notify all visitors with present normal bookings to tell them of the change in administration. For present Hilton Honors Factors Redemption bookings starting June 15, 2025, or later, a brand new reservation or different lodging might be required. The Hilton Honors group will contact all visitors with these bookings to make different preparations.
Any additional questions concerning the change in administration or property data must be directed to resort possession.
Hilton has loved serving these communities and appears ahead to persevering with welcoming visitors with our signature Hilton hospitality on the almost 300 accommodations and resorts throughout the Caribbean and Latin America area. For extra data on different resorts in our portfolio throughout these locations and extra, please go to www.hilton.com.
Hilton Honors members who made “normal” reservations — paid absolutely in money — to remain at Hilton La Romana, an All-Inclusive Household Resort; Hilton La Romana, an All-inclusive Grownup Resort; Hilton Rose Corridor Resort & Spa; and Hilton Playa del Carmen, an All-Inclusive Resort that begin June 15 and onward must be within the clear. That mentioned, we advise checking your reservations to ensure they’re nonetheless intact. If doubtful, name the resort straight to make sure they nonetheless exist.
These Hilton Honors members who made award bookings utilizing factors, or a mixture of factors and money, ought to contact Hilton instantly to see about reaccommodation or reimbursement. Sadly, to this point, Hilton prospects who’ve written to TPG and posted on boards, together with Reddit and Fb teams, say that Hilton shouldn’t be making different preparations obtainable in an organized or constant vogue.
Canceled reservations and little communication
Bewildered and annoyed, many vacationers are turning to the accommodations’ particular person Fb pages and Reddit to debate their expertise and the continuing chaos.
Within the Fb group for Hilton Rose Corridor Montego Bay, one commenter mentioned: “They’re canceling any Hilton reservations with discounted charges and with factors. Hyatt is blaming Hilton and Hilton is blaming Hyatt. Sorry to say, however you probably have booked with these fares and have booked non refundable transportation, you may be out of luck.”
Comparable frustrations had been being expressed within the Hilton subreddit beneath a put up titled “Heads Up – Hilton Rose Corridor, La Romana, Playa Del Carmen are cancelling reservations as a result of Hyatt sale.”
One poster commented: “I referred to as the resort they usually mentioned my reservation was cancelled however after I referred to as Hilton they mentioned my reservation continues to be lively. I am so confused as a result of I am speculated to go in two weeks!”
One other poster replied to this remark, writing, “They did not name or e-mail. No communication. I went into Hilton app and the reservation was simply gone. I referred to as Hilton they usually mentioned it was canceled and that I canceled it.”
Sadly, these celebrating particular events, like a honeymoon, are being affected, too: “Our honeymoon was set for June twenty fifth. Husband occurred to test the app and cancelled. No e-mail, no discover, no nothing,” wrote one other commenter.
Inside this identical subreddit, in line with a commenter who claims to be a Diamond Desk agent, the division is working rapidly to contact all affected Hilton Honors members.
After we reached out by way of e-mail to Hilton to substantiate, a model spokesperson informed TPG, “Hilton is reaching out to all impacted Hilton Honors members with redemption bookings and dealing to relocate them.”
Whereas it definitely is smart that Hilton must be liable for award bookings made by means of Hilton Honors — ideally by refunding members for his or her factors or discovering new lodging for them in the identical space as their unique reserving at no further cost — there may be additionally the query of why Hyatt has determined to solely honor award reservations till June 15, a mere 4 days after the official acquisition of the previously Hilton-operated Playa properties.
A Hyatt spokesperson shared the next with TPG by way of e-mail this morning:
A few of our newly rebranded resorts are integrating into the World of Hyatt program and not take part in different loyalty packages. We acknowledge this may occasionally have induced redemption points for some vacationers with present award reservations made by means of different loyalty packages, and we sincerely apologize for the frustration this has induced. As with every model transition, there may be complexities as methods and insurance policies shift. We encourage anybody affected to succeed in out to us at consumeraffairs@hyatt.com, so we will help as rapidly as potential.
We perceive that the window between a resort’s transition might really feel quick. In actuality, as soon as a resort is not affiliated with one other model, we have to transfer swiftly to completely operationalize beneath Hyatt to attenuate potential visitor disruption, guarantee consistency in service supply, and keep away from confusion for visitors, members, and colleagues alike. That mentioned, our groups stay targeted on supporting any impacted visitors and dealing to seek out options.
The best way to shield future resort award redemption reservations
For many who are presently ensnared within the above state of affairs and are nonetheless ready on a Hilton Honors factors reimbursement from an unique award reserving, the perfect path ahead right now is to contact Hilton instantly to open a case. It additionally may be price reaching out to Hyatt to ask what your choices for rebooking may be.
However the query stays: For those who use resort factors to guide a reservation, after which that property modifications operator/possession, how can an award reserving ever be actually protected?
Since a change in possession is totally out of a traveler’s management, one solution to attempt to shield your award reserving may be to buy journey insurance coverage. So, should you pay to your resort keep utilizing factors, however pay to your airfare in money, it is best to cowl your airfare with journey insurance coverage within the unlikely case of a switch of possession with the resort (hopefully on this situation, you are reimbursed for factors by the unique resort operator, after which get your airfare again, too, out of your insurance coverage protection, if relevant). Protection plans range vastly, although, so it is best to name your bank card or insurance coverage firm to see what may be lined on this situation.
Backside line
Sadly, this case is a large number, with many vacationers discovering close-in bookings canceled and with little or no recourse. If that is you, be at liberty to e-mail us at suggestions@thepointsguy.com so we will hear your story. We’re additionally planning to have our ombudsman work on a few of these instances to see how we can assist vacationers.
Hopefully, Hyatt and Hilton will kind this out for his or her loyal prospects, although, and people who’ve holidays deliberate can discover appropriate options with out incurring further prices.
