The hotels change hands all the time, but the property and operation of a property should not affect an existing reserve, right? Unfortunately, we are seeing how the opposite develops before our eyes this week.
As The acquisition of Hyatt of Beach Resorts & Hotels Among in its final stages, Hilton Honors members face last minute cancellations for reserved reserves with Hilton Honors Points in Four Playa Hotels. These properties were previously marked as Hilton Hotels and are now administered by Hyatt, as of June 11:
- Hilton La Romana, a family complex with all inclusive
- Hilton La Romana, an all -inclusive adult complex
- Hilton Rose Hall Resort & Spa
- Hilton Playa del Carmen, an all -inclusive complex
Unfortunately, some travelers who had made prizes in these hotels using their Hilton points of honor have found their reservations abruptly canceled, even to travel in the coming weeks. Many have been in the stake with non -refundable plane tickets and other expenses … and nowhere to stay.
The TPG reader, Sarah Kelley, wrote in the email of TPG tips to explain that a reserve he made with a combination of Hilton and effective honor points for the end of June in Hilton Playa del Carmen, an all -inclusive complex had suddenly disappeared. At its reserve moment, the property was operated by Hilton.
“In recent days, Hyatt has acquired the all -inclusive complex of Hilton Playa del Carmen. And abruptly canceled [reservations] Fully paid by Hilton Points, or partially reserved with points, “said Kelley. He explained that he did not receive a notification about the cancellation of the reserve; rather, he noticed that the reservation had completely disappeared from his Hilton application.
“When we communicate with Hyatt for clarification, we find vague explanations or no response,” Kelley wrote. “In some cases, they told us that it was due to the ‘brand change’, or even ‘transition from the property of the hotel’, however, no formal communication or acceptable compensation has been offered. In fact … they summoned us twice what we paid to keep our room in just 3 short weeks.”
Currently, Kelley has been reimbursed by Hilton only by the points of his original reserve, not the cash. She shared with TPG an email exchange with Hyatt, in which an guest care support agent said “they would investigate the matter beyond.”
When TPG contacted Hilton to comment on the matter, a company spokesman provided the following statement:
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As a result of the recent acquisition of Playa Hotels & Resorts NV, franchise agreements for Hilton La Romana, an all -inclusive family resort, Hilton La Romana, a complex for all inclusive adults, Hilton Rose Hall Resort & Spa, and Hilton Playa del Carmen, a resort with all included, has been qualified, as of June 11, 2025, in which all properties are performed.
All existing standard reserves and guest arrangements will be honored by the new management company. The hotel will notify all guests with existing standard reserves to inform them about the change in management. For existing redemption redemptions Hilton Honors Points that begin on June 15, 2025 or later, a new reservation or alternative adaptations will be required. The Hilton Honors team will communicate with all the guests with these reservations to make other arrangements.
Any additional question about the change in the management or property information must be addressed to the hotel ownership.
Hilton has enjoyed serving these communities and expects to continue with the guests with our hospitality in Hilton in the almost 300 hotels and resorts in the Caribbean region and Latin America. For more information about other resorts in our portfolio in these destinations and more, visit www.hilton.com.
Hilton honors members who made “standard” reservations, paid completely in cash, to stay in Hilton La Romana, a family complex with all inclusive; Hilton La Romana, a complex for all inclusive adults; Hilton Rose Hall Resort & Spa; and Hilton Playa del Carmen, an all -inclusive resort that begins on June 15 and must be clear. That said, we recommend verifying your reservations to ensure that they are still intact. In case of doubt, call the hotel directly to make sure they still exist.
Those Hilton Honors members who made reservations using points, or a combination of points and cash, must communicate with Hilton immediately to see about accommodation or reimbursement. Unfortunately, until now, Hilton customers who have written in TPG and published in forums, including Reddit and Facebook groups, say that Hilton is not making alternative arrangements available in an organized or consistent manner.
Canceled reservations and little communication
Bewildered and frustrated, many travelers are resorting to the individual Facebook pages of hotels to discuss their experience and chaos in progress.
In it Facebook group for Hilton Rose Hall Montego BayA commentator said: “They are canceling any Hilton reservation with discount rates and points. Hyatt is blaming Hilton and Hilton is blaming Hyatt. I regret to
Similar frustrations expressed themselves in the Hilton Subnet under a position entitled “It is directed: Hilton Rose Hall, La Romana, Playa del Carmen are canceling the reservations due to the sale of Hyatt.”
A poster commented: “I called the hotel and said that my reservation was canceled, but when I called Hilton, they said my reservation is still active. I am very confused because I must go in two weeks!”
Another poster responded to this comment, writing: “They did not call or send an email. Without communication. I entered the Hilton application and the reservation had gone. I called Hilton and said he was canceled and that I canceled it.”
Unfortunately, those who celebrate special occasions, such as a honeymoon, are also affected: “Our honeymoon was scheduled for June 25. The husband reviewed the application and canceled. Without email, without prior notice, with nothing,” wrote another commentator.
Within this same Subnetdit, according to a commentator who claims to be a diamond desk agent, the department is working quickly to contact all the affected members of Hilton Honors.
When we communicate with the email to Hilton to confirm, a brand spokesman told TPG: “Hilton is communicating with all Hilton Hilton members with redemption reservations and working to relocate them.”
While Hilton makes sense to be responsible for the reservations of awards made through Hilton Honors, ideally reimbursement of the members for their points or find new adaptations for them in the same area as their original reserve without additional charge, there is also the question of why Hyatt has decided to only honor awards reserves until June 15, only four days after the official acquisition of the properties of the positions of the place operated previously operated.
A Hyatt spokesman shared the following with TPG by email this morning:
Some of our newly marked resorts are being integrated into the World of Hyatt program and no longer participate in other loyalty programs. We recognize that this may have caused redemption problems for some travelers with existing awards reserves through other loyalty programs, and we sincerely apologize because of the frustration that this has caused. As with any brand transition, there may be complexities as systems and policies change. We encourage anyone affected to communicate with us in consumeraffers@hyatt.com, so we can help as quickly as possible.
We understand that the window between the transition of a resort may seem short. Actually, once a complex is no longer affiliated with another brand, we must quickly move to operationalize completely low Hyatt to minimize possible guest interruptions, guarantee the consistency in the provision of services and avoid confusion for guests, members and colleagues alike. That said, our teams are still focused on supporting the impacted guests and working to find solutions.
How to protect reimgested reservations for the Future Hotel Award Hotel
For those who are currently trapped in the previous situation and are still waiting for a reimbursement of Hilton Honors Points of an original awards reserve, the best way to follow at this time is to communicate with Hilton immediately to open a case. It is also worth communicating with Hyatt to ask which of your options to reserve.
But the question remains: if you use hotel points to book a reservation, and then that property changes operator/property, how can a prize reserve really protected?
Since a change in the property is completely out of the control of a traveler, a way of trying to protect their awards reserve could be to buy travel insurance. Therefore, if you pay for your stay at the hotel with points, but you pay your cash air passage, it is better to cover your air ticket with travel insurance in the unlikely case of a transfer of property with the hotel (hopefully in this scenario, the original hotel operator reims the points, and then recover your airfare, also of its insurance coverage, if applicable). However, the coverage plans vary greatly, so it is better to call their credit card or insurance company to see what could be covered in this scenario.
TPG has a Guide for the best policies and travel insurance suppliersas well as knowing about Travel insurance through your credit card.
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Unfortunately, this situation is a disaster, with many travelers who find close reservations canceled and with little or no resource. If that is you, do not hesitate to send us an email to tips@thepointsguy.com So that we can listen to your story. We are also planning that our Ombudsman works in some of these cases to see how we can help travelers.
However, hopefully, Hyatt and Hilton will solve this for their loyal customers, and people who have planned vacations can find adequate alternatives without incurring additional costs.
