Inns change arms on a regular basis, however possession and operation of a property should not have an effect on an current reserving — proper? Sadly, we’re seeing the alternative unfold earlier than our eyes this week.
As Hyatt’s acquisition of Playa Resorts & Inns enters its closing levels, Hilton Honors members are dealing with last-minute cancellations for reservations booked utilizing Hilton Honors factors at 4 Playa inns. These properties had been beforehand flagged as Hilton-operated inns 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 inns 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 ideas e-mail to clarify {that a} reservation she made utilizing a mix of Hilton Honors factors and money for the tip of June at Hilton Playa del Carmen, an All-Inclusive Resort had abruptly disappeared. At her time of reserving, the property was Hilton-operated.
“In current 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; quite, she seen that the reserving had disappeared totally from her Hilton app.
“After we reached out to Hyatt for clarification, we had been met with obscure explanations or no response in any respect,” Kelley wrote. “In some circumstances, we had been instructed it was because of ‘rebranding,’ and even ‘lodge possession transition,’ but no formal communication or acceptable compensation has been supplied. The truth is … we had been quoted DOUBLE what we paid to maintain our room in solely 3 brief weeks.”
Presently, Kelley has been reimbursed by Hilton for less than the factors from her authentic reserving — not the money. She shared with TPG an e-mail trade with Hyatt, through which a visitor care help 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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On account of the current acquisition of Playa Inns & 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 current commonplace bookings and visitor preparations will probably be honored by the brand new administration firm. The lodge will notify all friends with current commonplace bookings to tell them of the change in administration. For current Hilton Honors Factors Redemption bookings starting June 15, 2025, or later, a brand new reservation or different lodging will probably be required. The Hilton Honors workforce will contact all friends with these bookings to make different preparations.
Any additional questions concerning the change in administration or property data needs to be directed to lodge possession.
Hilton has loved serving these communities and appears ahead to persevering with welcoming friends with our signature Hilton hospitality on the almost 300 inns 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 “commonplace” 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 needs to be within the clear. That mentioned, we advise checking your reservations to verify they’re nonetheless intact. If unsure, name the lodge immediately to make sure they nonetheless exist.
These Hilton Honors members who made award bookings utilizing factors, or a mix of factors and money, ought to contact Hilton instantly to see about reaccommodation or reimbursement. Sadly, to date, Hilton prospects who’ve written to TPG and posted on boards, together with Reddit and Fb teams, say that Hilton just isn’t making different preparations out there in an organized or constant trend.
Canceled reservations and little communication
Bewildered and annoyed, many vacationers are turning to the inns’ particular person Fb pages and Reddit to debate their expertise and the continued 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 underneath a submit 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 lodge and so they mentioned my reservation was cancelled however once I referred to as Hilton they mentioned my reservation remains 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 and so they 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 examine the app and cancelled. No e-mail, no discover, no nothing,” wrote one other commenter.
Inside this identical subreddit, in keeping 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 through e-mail to Hilton to substantiate, a model spokesperson instructed TPG, “Hilton is reaching out to all impacted Hilton Honors members with redemption bookings and dealing to relocate them.”
Whereas it actually is smart that Hilton needs to be accountable for award bookings made by way of Hilton Honors — ideally by refunding members for his or her factors or discovering new lodging for them in the identical space as their authentic 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 through 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 applications. We acknowledge this will likely have prompted redemption points for some vacationers with current award reservations made by way of different loyalty applications, and we sincerely apologize for the frustration this has prompted. As with every model transition, there may be complexities as techniques and insurance policies shift. We encourage anybody affected to succeed in out to us at consumeraffairs@hyatt.com, so we are able to help as rapidly as potential.
We perceive that the window between a resort’s transition might really feel brief. In actuality, as soon as a resort is not affiliated with one other model, we have to transfer swiftly to completely operationalize underneath Hyatt to reduce potential visitor disruption, guarantee consistency in service supply, and keep away from confusion for friends, members, and colleagues alike. That mentioned, our groups stay targeted on supporting any impacted friends and dealing to search out options.
Tips on how to shield future lodge award redemption reservations
For individuals who are presently ensnared within the above scenario and are nonetheless ready on a Hilton Honors factors reimbursement from an authentic award reserving, the most effective path ahead at the moment is to contact Hilton instantly to open a case. It additionally may be value reaching out to Hyatt to ask what your choices for rebooking may be.
However the query stays: Should you use lodge factors to ebook a reservation, after which that property adjustments operator/possession, how can an award reserving ever be really protected?
Since a change in possession is totally out of a traveler’s management, one strategy to attempt to shield your award reserving may be to buy journey insurance coverage. So, when you pay to your lodge 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 lodge (hopefully on this state of affairs, you are reimbursed for factors by the unique lodge operator, after which get your airfare again, too, out of your insurance coverage protection, if relevant). Protection plans range drastically, although, so it is best to name your bank card or insurance coverage firm to see what may be coated on this state of affairs.
TPG has a information to the most effective journey insurance coverage insurance policies and suppliers, in addition to what to learn about journey insurance coverage by way of your bank card.
Backside line
Sadly, this example is a large number, with many vacationers discovering close-in bookings canceled and with little or no recourse. If that is you, be happy to e-mail us at ideas@thepointsguy.com so we are able to hear your story. We’re additionally planning to have our ombudsman work on a few of these circumstances to see how we may help 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.
