Hyatt is one of the most recognized name in travel and as a result, they’re often associated with luxury. But according to multiple reports, Hyatt has begun charging penalties when you miss your stay meaning that customers are suddenly expected to pay for what should have been included.
Hyatt is a hotel chain that offers award stays. They offer free nights if you cancel within 24 hours of the stay. However, they charge you cash penalties when you miss a stay. This policy needs to change because it’s unfair and could hurt their business. Read more in detail here: hyatt free night cancellation policy.
Cash Penalties If You Miss A Stay Is A Hyatt Award Policy That Needs To Change
on January 16, 2022 by Gary Leff
If you plan an award stay and your aircraft is diverted on the way to your holiday, you’ll need to contact your mortgage broker right enough to get a second or third lien on your home.
If you have to cancel an award trip within the cancellation period for your stay, Hyatt, like Marriott, charges you cash in an unknown sum (rather than points).
Starwood Preferred Guest used to offer a more user-friendly tool where you could select between losing cash or losing the points you used to book the stay, which is what most customers feel they’re responsible for anyway.
Three years ago I wrote about the St. Regis Aspen charging points guests $1000 a night for cancelling reservations within 60 days of arrival. Even customers whose flights were delayed or diverted, and showed up the next day, were getting hit with $1000 charges for their missed nights. $2000 has to be a record, though.
- When a visitor does not remain on an award, the program does not compensate them for their time spent on the award.
- Instead, the hotel contacts the visitor to assess a forfeiture fee.
In addition, I’ve written about Hyatt’s Andaz Papagayo in Costa Rica, which provides non-cancelable prices during busy months. These restrictions apply to both paid and unpaid stays, therefore they also apply to rewards. One tourist booked over a year in advance and had to cancel many months later, only to be charged a $7000 cancellation fee. When I brought the problem to Hyatt’s notice, they intervened and had the charges reversed. The policy, however, remains in force.
I just made a hotel reservation via my Hyatt concierge and was unaware that there was a 30-day cancellation clause in effect. Although it was contained in the email after booking, the concierge did not mention it. My plans were thrown off, and I decided to cancel a week in advance. They informed me that canceling my award would cost me 50% of the paid fee.
- When making a reservation, I believe it is a good idea for agents to point out any non-standard cancellation terms. Because nothing else was specified, I believed this hotel had a regular cancellation policy.
- I made the reservation approximately 45 days ahead of time, but if it had been within 30 days of departure, reading the email would have been too late — I would have discovered the reservation was non-cancellable only after it had been made.
- A monetary penalty is not mentioned in the confirmation email. Instead, the penalty is shown as “50 PCT OF STAY,” despite the fact that the’stay’ cost 90,000 points. Based on the confirmation, I might understand a 45,000-point punishment, but I don’t see how monetary forfeiture is feasible, given no cash figure is indicated in the confirmation.
- And there is never any indication of an actual monetary amount you’d be charged to cancel throughout the booking process, no matter how you make a reservation, or in the email confirmation.
Cash forfeiture for canceling or skipping a trip due to circumstances beyond your control is an unreasonably customer-unfriendly policy that is so inadequately explained that I don’t see how it can be enforced. For failing to cancel a vacation within the specified time, Hyatt has to be better than Marriott and replace the cash loss with points forfeiture.
Fortunately, when I objected to the fee, my Hyatt concierge informed me that she had spoken with the hotel and that the penalty had been cancelled. I wasn’t expecting a four-figure monetary loss for a three-night stay. I would have been much more forgiving if I had been charged 50% of the points for canceling, but that wasn’t demanded.
Hyatt, in my opinion, has the greatest hotel loyalty program – by a long shot. However, there are still methods to make it better. One of them is this policy. Their concierge service, as well as their complimentary nights, might be enhanced.
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