Hyatt Vacation Club has canceled my reservations multiple times

[RK1]

• I have had repeated experiences with Hyatt Vacation Club where they have canceled my reservations making claims that the system confirmed the reservation in error and they have no inventory
  • This has happened once a few years back
  • This year it has happened 2 times
• Incident 1: I had a reservation booked at Coconut Plantation
  • 2 hours into a 4 hour drive, I received an email stating that the reservation has been canceled
  • After talking to a whole bunch of people, and escalating the issue, they were able to accommodate me the next day.
• Incident 2: I had booked 2 reservations at Hyatt Mountain Lodge, studio, Dec 20-23, 2025.
  • My mom and I (with separate ownerships)
  • ONE MONTH after the reservations were confirmed, they contacted me and said they don't have inventory so they are cancelling the reservations and were willing to offer me Hyatt Residences at Main Street Station Breckenridge... which in Winters is a solid 2 hours R/T away... assume the passes are not closed... Not to mention the hassles of loading the car, unloading, and getting to the slopes... If you add those, it will take 3 hours or more each day.
• I want to take them to small claims court to give me comparable accommodations in Beavercreek Village
• Has this happened to anyone else? Thoughts on what I should do?
• I searched the threads here and did not see anything like this being reported. Yet this has happened multiple times. So, I feel particularly targeted by Hyatt

Any ideas on what I should/can do would be appreciated.

 

[heathpack]

• My mom and I (with separate ownerships) had booked Hyatt Mountain Lodge 2 studio units Dec 20-23, 2025.
• ONE MONTH after the reservations were confirmed, they again reached out and said they don't have inventory so they are cancelling the reservations and were willing to offer me Hyatt Mountain Lodge... which in Winters is a solid 2 hours R/T away... assume the passes are not closed... Not to mention the hassles of loading the car, unloading, and getting to the slopes... If you add those, it will take 3 hours or more each day.

What are you trying to say?

 

[RK1]

What part is not clear?
Hyatt Residence club has canceled my confirmed reservations
they are not offering me any proper alternative
Do you want me to edit the posting to make it clearer?

 

[heathpack]

What part is not clear?
Hyatt Residence club has canceled my confirmed reservations
they are not offering me any proper alternative
Do you want me to edit the posting to make it clearer?

I quoted only part of your post (so you would be able to see what my question was referring to) and then bolded what I found confusing. So the part I quoted and bolded what what I found to be unclear.

You said you booked at Hyatt Mountain Lodge, Hyatt cancelled it and then offered you Hyatt Mountain Lodge.

It is confusing to me why you would be upset with a like for like substitution.

 

[RK1]

Apologies. Did not notice the Bolded portions...
I updated that. That was my mistake. I meant to write The Residences at Main Street Station.
I amended the post

 

[echino]

This has happened to me as well. I booked a holiday week in a 3br at Hyatt Maui six months in advance. I had an email confirmation and the reservation was showing in my Hyatt account for a few months. Then shortly before the check in date I got a call from Hyatt telling me that they had a "glitch" and they actually had no inventory for my reservation. They told me they can give me a 2br instead using their corporate inventory. Hyatt cancelled the 3br, but as a "courtesy" did not charge me a cancellation fee. They returned the points difference between 3br and 2br as restricted points to my account and refused to un-restrict them.

 

[RK1]

Thanks. Good to know... At least you were put up in the same resort. I am being offered something in another county...
Not even close. Not like down the hill... Breckenridge is at least a 3-4 Hour R/T extra for me... Including drive time, loading the car, unloading, walking to the lifts, etc.

 

[claraj]

@RK1 Sorry, I don't have any advice or solutions but I sympathize with the frustration of expecting to stay at Beaver Creek and instead being offered Breckenridge. I've snowboarded both and they are both very different vibes. Beaver Creek is less crowded and at a lower elevation (which for me is a big deal because I get pretty bad altitude sickness). I do love Breckenridge for the town. I hope they make this right for you.

 

[RK1]

Thank you @claraj. Appreciate your sentiment.
I like Breckenridge too and plan to stop there on the way out for a day or 2.
I have my family of 4 and parents for a total of 6 and traveling to the next county is not meaningful. Its like booking a beachfront unit in South Beach and they want to move me to the middle of the Everglades... how is that even comparable. I asked them to pay for a hotel nearby. I booked 2 Studios. I can take 2 Hotel Rooms in Beaver Creek Village or even in Avon at a comparable property, which in and of itself is a compromise. I asked them to find inventory at the Westin Riverfront which shows on Marriott's website as available for rent.
Nothing... They don't want to offer anything meaningful...

Hyatt Vacation Club has been terrible. I would never recommend anyone to buy them again... Particularly when this happens to me 3 times in a matter of a month... it almost feels targeted...

Does anyone know what the dispute resolution clauses are for Hyatt Residence Club. Can I take them to Small Claims court? or should I go for arbitration?

Thanks

 

[b2bailey]

This has happened to me as well. I booked a holiday week in a 3br at Hyatt Maui six months in advance. I had an email confirmation and the reservation was showing in my Hyatt account for a few months. Then shortly before the check in date I got a call from Hyatt telling me that they had a "glitch" and they actually had no inventory for my reservation. They told me they can give me a 2br instead using their corporate inventory. Hyatt cancelled the 3br, but as a "courtesy" did not charge me a cancellation fee. They returned the points difference between 3br and 2br as restricted points to my account and refused to un-restrict them.

Wow. I'd find that unforgivable, if you required 3 bedrooms and had purchased airfare.

 

[Hindsite]

If you haven't already escalated to MVW customer advocacy, give that a go before you go externally.

 

[heathpack]

I quoted only part of your post (so you would be able to see what my question was referring to) and then bolded what I found confusing. So the part I quoted and bolded what what I found to be unclear.

You said you booked at Hyatt Mountain Lodge, Hyatt cancelled it and then offered you Hyatt Mountain Lodge.

It is confusing to me why you would be upset with a like for like substitution.

Oh I see now. Yes this is unacceptable.

I used to be a very happy owner but recently sold or deeded back my two weeks. Ever since the institution of the Portfolio system, Hyatt has become not just bad at customer service but also incompetent. I read of experiences like yours on a semi-regular basis on a Hyatt FB group. My impression is that their actual inventory does not match up with what their booking engine thinks it has and this is an ongoing issue. It’s completely inexcusable that this hasn’t been fixed. Possibly illegal.

My experience was the Hyatt customer service had become at times rude (prior to portfolio they were never) and incompetent but most importantly Hyatt Vacation Club was systematically anti-owner. Experiences like yours happen and they literally do not care or genuinely try to fix it.

Ultimately the only answer IMO is to sell your units. This stuff is not going to stop happening because they don’t care it’s happening.

Don’t get me wrong- I would fight them tooth and nail too. Make it as uncomfortable for them as possible and hopefully get some kind of accommodation. But ultimately the only answer is to leave, or plan on only using your deeded week in the future.

 

[Mroze]

This has happened to me as well. I booked a holiday week in a 3br at Hyatt Maui six months in advance. I had an email confirmation and the reservation was showing in my Hyatt account for a few months. Then shortly before the check in date I got a call from Hyatt telling me that they had a "glitch" and they actually had no inventory for my reservation. They told me they can give me a 2br instead using their corporate inventory. Hyatt cancelled the 3br, but as a "courtesy" did not charge me a cancellation fee. They returned the points difference between 3br and 2br as restricted points to my account and refused to un-restrict them.

Same thing happened to me once [I think in 2024] and the reason provided was a "System Glitch".
The reservation was canceled [due to no availability] and no alternate offered [this was 6 months prior to travel] except an "apology" and the Reservation-Fee refunded.

 

[davidvel]

• I have had repeated experiences with Hyatt Vacation Club where they have canceled my reservations making claims that the system confirmed the reservation in error and they have no inventory
  • This has happened once a few years back
  • This year it has happened 2 times
• Incident 1: I had a reservation booked at Coconut Plantation
  • 2 hours into a 4 hour drive, I received an email stating that the reservation has been canceled
  • After talking to a whole bunch of people, and escalating the issue, they were able to accommodate me the next day.
• Incident 2: I had booked 2 reservations at Hyatt Mountain Lodge, studio, Dec 20-23, 2025.
  • My mom and I (with separate ownerships)
  • ONE MONTH after the reservations were confirmed, they contacted me and said they don't have inventory so they are cancelling the reservations and were willing to offer me Hyatt Residences at Main Street Station Breckenridge... which in Winters is a solid 2 hours R/T away... assume the passes are not closed... Not to mention the hassles of loading the car, unloading, and getting to the slopes... If you add those, it will take 3 hours or more each day.
• I want to take them to small claims court to give me comparable accommodations in Beavercreek Village
• Has this happened to anyone else? Thoughts on what I should do?
• I searched the threads here and did not see anything like this being reported. Yet this has happened multiple times. So, I feel particularly targeted by Hyatt

Any ideas on what I should/can do would be appreciated.

You should report this to whoever the governing agency for timeshares is is CO. Inventory management/overbooking is one of the few things they take seriously after sell out. You should try to track down as many people with examples of this happening to them.

 

[Norcal5]

They cancelled 4th of July week (2026) at High Sierra Lodge. It was HRPP and I made it the day the 12 month opened. I didn't get an email but it sat in my account until late August, when it disappeared. I called in, and 3 days later it appeared in my account again. My takeaway from this is take screenshots of your reservations every few weeks. If I had a reservation number it probably could have been resolved immediately.

 

[RK1]

If you haven't already escalated to MVW customer advocacy, give that a go before you go externally.

It was Customer Advocacy that called me to let me know that the reservations will be canceled.

 

[RK1]

You should report this to whoever the governing agency for timeshares is is CO. Inventory management/overbooking is one of the few things they take seriously after sell out. You should try to track down as many people with examples of this happening to them.

I did not know there was a governing agency for Timeshares in CO. Any ideas on where to look?
Thanks

 

[RK1]

They cancelled 4th of July week (2026) at High Sierra Lodge. It was HRPP and I made it the day the 12 month opened. I didn't get an email but it sat in my account until late August, when it disappeared. I called in, and 3 days later it appeared in my account again. My takeaway from this is take screenshots of your reservations every few weeks. If I had a reservation number they probably wouldn't have acted like this is impossible.

I have emails from them with the reservation details.
Not sure this will help.

 

[peas]

I had a studio booked on 7/24/25 at Mountain lodge for week of 12/20/25 that was cancelled on 9/4 (though the call came to me on 8/30/25). They also offered me MSS. We could not do it as there were 3 other families meeting up at Beaver Creek. There weren’t many resolutions for us and I should have gotten my reservation fee refunded. I didn’t even think about it. We asked for our points back and to make sure they were cup and she just silently cancelled and I got some cup and lcup and she gave me more lcup points which are not useful. I just didn’t have the bandwidth to take issue with it. Now I’m sitting on a lot of points they are going to expire in Feb.

My bigger issue has been none of my wait requests have been matching. I didn’t match for Christmas which has never happened. I didn’t match our end of Feb week which has never happened. I didn’t match the March week (I don’t know about this since I don’t have historical to say never happened). All requests put in more than yr out. I don’t think any requests really migrated over.