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Covid-19 Cancellations

dahntahn

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Does anyone know what policy Hyatt has for cancelling reservations in ,say, May? I think as long as the resorts are closed it is a given that points will be restored, but how far into the future will that go? I have a 2 week reservation for the last 2 weeks of May and am not sure if I should just wait until then when it looks like everything will still be closed, or cancel now and see what their policy would be for the points.
 

peas

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I just got an email from Hyatt today about an hour ago (12:30 EST). The email doesn't mention waiving any fees, but it talks about canceling through the website and talks about asking people not to call into Member services for issues beyond 75 days.

I had to cancel a couple of reservations, and I've been waiting to see if HRC would waive some fees. On the website, after you click, "cancel this reservation" you'll see a popup that says "Canceling this reservation will result in a $0.00 processing fee.". The online cancellation returned everything to where it would have been if you paid the cancellation fee: my reservation within 60 days went to RCUP. My cancellation beyond 60 days went back to CUP. I did not get any booking fees back (as far as I can tell).

If someone ends up calling HRC member services, could you see if calling in helped you get the points returned to CUP vs RCUP?
 

NWTRVLRS

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Hi All...

This is on the HRC website:

March 17, 2020
Cancellation Policy Information:
Due to extremely high call volumes, if you need to cancel or modify a reservation for an arrival in the next 75 days, we encourage you to complete the transaction online.
Hyatt Residence Club and Portfolio Owners
  • Arrival 61 days or more prior to check-in: Club Points will be returned to your account and Cancellation fees waived.
  • Arrival 1-60 days prior to check-in: Club Points will be returned to your account as Restricted Points and Cancellation fees waived.
Due to continually changing conditions, these cancellations policies may be changed or modified, as needed.
Other Reservation Types
  • If you have a reservation confirmed through Interval International, please contact 1.800.GO.HYATT.
  • If you have a rental reservation, please visit hyatt.com.
  • If you have a Preview or Access Package, please call 1.844.631.2582 or send a request for cancellation or reschedule to info@hyattresidenceclub.com. In your email, be sure to include the following: your confirmation number, the name on the reservation, your arrival date, and the resort name.

I guess my question is, what does this mean: Club Points will be returned to your account as Restricted Points and Cancellation fees waived.

What will the restriction be?

Hope everyone is doing well.........
 

echino

TUG Review Crew
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HRA KAN WSJ WKV WLR SVV
MCV MKO MM1 MPU MSK
GP7
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HHV Lagoon
Restricted points can only be used for reservations within 60 days.
 

Tucsonadventurer

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That is so not right. We are specifically asked to not go to Hawaii by their governor. Hyatt should respect that and should respect lives. Some people will travel if they are on the fence with this ruling. I expected more from Hyatt
 

NWTRVLRS

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I agree! I guess they are trying to 'save' themselves by the phrase:
Due to continually changing conditions, these cancellations policies may be changed or modified, as needed.
 

ivywag

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Does anyone know what policy Hyatt has for cancelling reservations in ,say, May? I think as long as the resorts are closed it is a given that points will be restored, but how far into the future will that go? I have a 2 week reservation for the last 2 weeks of May and am not sure if I should just wait until then when it looks like everything will still be closed, or cancel now and see what their policy would be for the points.
We just canceled a reservation in Aspen for May 16-23. We canceled right at the 61 days prior mark and the points were returned to CUP. Really sorry that we can't go, but don't have confidence that this will all be over by then. Now, to get Delta to return our airfare!
 

dahntahn

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I have to believe that if my reservation fails because the resort is closed, then my points should go back to cup instead of lcup. [ If cancelled from today on it will be less than 60 days], so will wait and see - it is very likely they will still be closed on May 15.
 

bdh

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I have to believe that if my reservation fails because the resort is closed, then my points should go back to cup instead of lcup. [ If cancelled from today on it will be less than 60 days], so will wait and see - it is very likely they will still be closed on May 15.
What Hyatt properties are closed? None of the Hyatt Key West properties are closed - but lots of owners canceling as people don't want to travel.
 

NWTRVLRS

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We just canceled our Pinon Point week #17 (checking was the end of April)... and while we were not charged the cancellation fee... the message in our account at the top left says:

RCUP: 1450 points

And the message in the upper right under notifications says:

You have 1450 fixed club use points that will expire 04/26/20

With everything happening, I don't see how ANYONE canceling and having points put into RCUP can actually use them!
 

bdh

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Monroe County mandated that all hotels, B&B, etc with less than a 30 day stay be closed this Sunday at 6:00 pm.

Hyatt is closing the KW properties on Sunday as well.
 

cafeirene

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well --- not entirely hopeful about this. after a long hold, I did speak with a representative, and after checking, she can do nothing about unrestricting the RCUP points or moving them to EEE. In fact she said the procedure now is to send your request by email to >>>>an email address that was unintelligible and I cannot verify anywhere . I thought I heard her say "hyattresidence@clubreservations.com" but that doesn't look right. I tried calling back but apparently 8 pm EST is not the same as one expect! They have closed several hours early... They seem to have a a daily procedure based on changing conditions.

When I cancelled a reservation at the last minute (Feb 8 for a reservation beginning Feb 9, it was out of an abundance of caution as well as the fact that I was unwell. The Coronavirus data was beginning to unfold, but we were not in the emergency situation we are in now.

As mentioned above (and with how poorly their website is behaving, which they blame on ATT and Verizon not being able to cope with people working from home) and the fact that most of us either already are under state mandated "shelter in place" restrictions, or will be shortly -- no one can see making travel plans of reservations for RCUP or any other deadlines. Forfeiting the points may well be within their policies, but speaks volumes towards bad faith towards their owners. I know at one time there was a Hyatt ombudsman active over on FlyerTalk for WOH, but I don't think Hyatt Residence Club has any such outreach.

Their continued poor performance on the technology side may just be an accident or unfortunate coincidence, but it forces the clock to run out and they are poorly prepared or staffed to rise to the situation in good faith.
 

cafeirene

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update: because I was uncertain of the validity of the email address, I called back again today and spoke with another representative and explained I wanted to confirm the address. She did that as well as gave me a second address which goes directly to member services:
hyattresidence@clubreservations.com
HVOmemberservices@HyattVOI.com
Then she put me on hold for a bit, and came back saying she had put in the request for me to transfer then 760 points that are RCUP due to our cancelling at the last minute as the COVID-19 crisis was breaking open. She said it would probably be 72 hours from monday before I would see any action or change.
Crossing fingers that the serious nature of this pandemic making it impossible to plan travel is being handled with better results.
 

Sugarcubesea

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What Hyatt properties are closed? None of the Hyatt Key West properties are closed - but lots of owners canceling as people don't want to travel.

The Key West Properties are now closed so Hyatt should do the right and help their members...
 

Kal

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Monroe County mandated that all hotels, B&B, etc with less than a 30 day stay be closed this Sunday at 6:00 pm.

Hyatt is closing the KW properties on Sunday as well.
Does that mean the homeless still have access to the Sunset Harbor outdoor spa tub as usual? Talk about a "cesspool":(
 

bdh

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Does that mean the homeless still have access to the Sunset Harbor outdoor spa tub as usual? Talk about a "cesspool":(
Nope - it's shut down. The spa had yellow barricade tape across it yesterday. One of the homeless must have dropped his bag of the "devil's lettuce" in the spa and clogged the pump. lol
 

bdurstta

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Big Bear, Hyatt Vacation Club (Hyatt Highlands), Marriott (Grand Chateau)
OK...so, due to Covid-19 many of us are "cancelling" now due to "shelter in place" because who knows about April & May. so...if within 60 days thats our only option?

Also, I just realized that I have a bunch of points that will expire in Sept (yes, I know, thats a long way off) but since YESTERDAY was the deadline for EEE, I guess its use or lose this year? I feel like they should extend our use time due to all of this. Many places (Disneyland, group on etc) are extending use dates.

Barbara
 

jjking42

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What the process for depositing points in II


Sent from my iPhone using Tapatalk
 

dsmrp

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We just canceled our Pinon Point week #17 (checking was the end of April)... and while we were not charged the cancellation fee... the message in our account at the top left says:

RCUP: 1450 points

And the message in the upper right under notifications says:

You have 1450 fixed club use points that will expire 04/26/20

With everything happening, I don't see how ANYONE canceling and having points put into RCUP can actually use them!

The website message is poorly worded.
I am in a similar situation: cancelled home week reservation, check-in 3/27, and had my points restricted. My understanding from 1st Hyatt rep was the RCUP points could be used until the end of my LCUP period in late September.
I logged into the website yesterday and was alarmed to see the message.

I called Hyatt again, and 2nd rep told me same thing about being able to use my RCUP points until September. I really questioned her about this, and she gave more details such as the day after my homeweek check-in date (end of my CUP period), the RCUP points will convert to LCUP points. And the only difference between RCUP and LCUP is that RCUP points can be used for an II exchange and LCUP cannot.

However if you have EEE points, an II exchange will draw from EEE first and then RCUP second. I do have EEE points, and in my situation it still makes sense to make an II exchange.
 
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dsmrp

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OK...so, due to Covid-19 many of us are "cancelling" now due to "shelter in place" because who knows about April & May. so...if within 60 days thats our only option?

Also, I just realized that I have a bunch of points that will expire in Sept (yes, I know, thats a long way off) but since YESTERDAY was the deadline for EEE, I guess its use or lose this year? I feel like they should extend our use time due to all of this. Many places (Disneyland, group on etc) are extending use dates.
I would call Hyatt and ask if they could move your points to EEE.
As a new owner about 1.5 years ago, before Marriott took over, and it was Hyatt running Hyatt... the Hyatt rep was kind enough to move my first use points to EEE even tho' I was 3 weeks past my EEE deadline date.

What the process for depositing points in II

If you're within your EEE depositing window, you can do it on the HRC website.
EEE points are essentially only to be used for II exchanges; EEE just extends the use of them for 2 more years past CUP. Balances don't show on your II account, you'll need to see them on your HRC account.

Otherwise within CUP, I think you can just make an exchange in II on your Hyatt corporate account, and they will draw/deduct the points from your HRC account.
 

Tucsonadventurer

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We had an interval Hyatt reservation at Kahana Shores with E Plus in Hawaii but are cancelling and trying to retrade but it is saying we can only book 60 days out. I didn't realize that was an ePlus stipulation. Does anyone k now which number to call for Hyatt interval. Hoping they let us exchange for August although this may still be going on.
 

dsmrp

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We had an interval Hyatt reservation at Kahana Shores with E Plus in Hawaii but are cancelling and trying to retrade but it is saying we can only book 60 days out. I didn't realize that was an ePlus stipulation. Does anyone k now which number to call for Hyatt interval. Hoping they let us exchange for August although this may still be going on.

I was given two numbers, the first from an II rep.
1. 1-800-229-3559 ext 7924
2. 1-800-622-1861

My husband called the first one, and was told it was better to use the 2nd one.
You need to talk to Hyatt at their II exchange desk.
They said their hours are M-F 9 am -8 pm and Saturdays 9-5 EDT.
But when using the first number, they were often closed at 5 pm EDT.
Fortunately the hold wait time wasn't very long.

Yes because we cancelled within 60 days of check-in, we're limited to 60 day flex change on E-plus retrade. Hyatt rep recommended using the 2 E-plus retrades we had left, which got me out to early August. The other alternative was they could cancel exchange and issue a replacement certificate good until Dec 31. But the cert is limited to booking a unit only 30 days or less from check-in. No additional exchange fee. They told me that they could still issue cert if I later find I can't use the week I have E-Plus exchanged to.
 

Norcal5

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Weird, they let me cancel my March 27 Grand Chateau and now I have Thanksgiving week at Desert Springs 1. ( Unfortunately checking out thanksgiving day but that’s ok) 1st eplus trade, but as you see, way more than 60 days. Call back.
 

dsmrp

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Weird, they let me cancel my March 27 Grand Chateau and now I have Thanksgiving week at Desert Springs 1. ( Unfortunately checking out thanksgiving day but that’s ok) 1st eplus trade, but as you see, way more than 60 days. Call back.

Grand Chateau is a Marriott branded TS, we're working with Hyatt Residence club points. I believe if you have Destination points, you have free retrades anyway. I've called Hyatt-II 2-3 times and each time got the same answer. II seems to be giving weeks owners a little more leniency and options than points owners.
 

Norcal5

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I own Pinon point, used EEE points to book Grand Chateau for a volleyball tournament event which got cancelled (not a great trade-I realize), but yes, it was originally a Hyatt trade.
 
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