By admin 
Resorts change fingers 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 & Hotels enters its closing phases, Hilton Honors members are going through last-minute cancellations for reservations booked utilizing Hilton Honors factors at 4 Playa inns. These properties have been beforehand flagged as Hilton-operated inns and are actually 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 airplane tickets and different bills … and nowhere to remain.
TPG reader Sarah Kelley wrote into TPG’s ideas e-mail to elucidate {that a} reservation she made utilizing a mix 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 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 stated. 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 have been met with obscure explanations or no response in any respect,” Kelley wrote. “In some instances, we have been instructed it was because of ‘rebranding,’ and even ‘lodge possession transition,’ but no formal communication or acceptable compensation has been supplied. In actual fact … we have been quoted DOUBLE what we paid to maintain our room in solely 3 brief weeks.”
Presently, Kelley has been reimbursed by Hilton for under the factors from her authentic reserving — not the money. She shared with TPG an e-mail alternate with Hyatt, by which a visitor care assist agent stated that they’d “analysis the matter additional.”
When TPG reached out to Hilton for touch upon the matter, a spokesperson from the corporate offered the next assertion:
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Because of the current acquisition of Playa Resorts & 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 normal bookings and visitor preparations might be honored by the brand new administration firm. The lodge will notify all friends with current normal 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 various lodging might be required. The Hilton Honors staff will contact all friends with these bookings to make different preparations.
Any additional questions relating to 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 practically 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 “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 needs to be within the clear. That stated, we advise checking your reservations to verify they’re nonetheless intact. If doubtful, name the lodge straight 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, thus far, Hilton clients who’ve written to TPG and posted on boards, together with Reddit and Fb teams, say that Hilton will not be making various preparations out there in an organized or constant trend.
Canceled reservations and little communication
Bewildered and pissed off, many vacationers are turning to the inns’ particular person Fb pages and Reddit to debate their expertise and the continued chaos.
Within the Facebook group for Hilton Rose Hall Montego Bay, one commenter stated: “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 in case you have booked with these fares and have booked non refundable transportation, you could be out of luck.”
Related frustrations have been being expressed within the Hilton subreddit beneath a submit titled “Heads Up – Hilton Rose Hall, La Romana, Playa Del Carmen are cancelling reservations due to the Hyatt sale.”
One poster commented: “I known as the lodge and so they stated my reservation was cancelled however once I known as Hilton they stated my reservation continues to be energetic. 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 known as Hilton and so they stated 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 similar subreddit, in keeping with a commenter who claims to be a Diamond Desk agent, the division is working shortly to contact all affected Hilton Honors members.
After we reached out by way of e-mail to Hilton to verify, 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 liable for award bookings made by 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 additional 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 now not take part in different loyalty packages. We acknowledge this may occasionally have brought about redemption points for some vacationers with current award reservations made by different loyalty packages, and we sincerely apologize for the frustration this has brought about. As with all model transition, there will be complexities as programs and insurance policies shift. We encourage anybody affected to succeed in out to us at consumeraffairs@hyatt.com, so we will help as shortly as attainable.
We perceive that the window between a resort’s transition might really feel brief. In actuality, as soon as a resort is now 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 friends, members, and colleagues alike. That stated, our groups stay targeted on supporting any impacted friends and dealing to seek out options.
Find out how to shield future lodge award redemption reservations
For individuals who are at present ensnared within the above state of affairs and are nonetheless ready on a Hilton Honors factors reimbursement from an authentic award reserving, the most effective path ahead presently is to contact Hilton instantly to open a case. It additionally could be price reaching out to Hyatt to ask what your choices for rebooking could be.
However the query stays: If you happen to use lodge factors to guide a reservation, after which that property modifications 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 technique to attempt to shield your award reserving could be to buy journey insurance coverage. So, should you pay in your lodge keep utilizing factors, however pay in 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 situation, 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 tremendously, although, so it is best to name your bank card or insurance coverage firm to see what could be coated on this situation.
TPG has a guide to the best travel insurance policies and providers, in addition to what to learn about travel insurance through your credit card.
Backside line
Sadly, this example is a multitude, 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 tips@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 type this out for his or her loyal clients, although, and people who’ve holidays deliberate can discover appropriate options with out incurring additional prices.