Retention of Reservations Upon Sale of Hyatt Unit

[mjm1]

A unit we recently sold with usage beginning in 2025 was finally removed from our Hyatt account today. We had a reservation for April 2025 which we had made using 2024 points from the unit being sold. The policy used to be that we would have to pay for a guest certificate and Hyatt would not transfer the reservation to the new owner, but keep it in our name. We learned today that even though we paid the guest certificate fee in escrow, they no longer will keep the reservation in your name but will transfer it to the new owner. Fortunately the broker connected me with the new owner who was very helpful in calling Hyatt and putting the reservation in my name.

Just a heads up in case you is in the process of selling a unit and have a similar situation. Apparently this was a recent change of policy.

 

[andre10056]

A unit we recently sold with usage beginning in 2025 was finally removed from our Hyatt account today. We had a reservation for April 2025 which we had made using 2024 points from the unit being sold. The policy used to be that we would have to pay for a guest certificate and Hyatt would not transfer the reservation to the new owner, but keep it in our name. We learned today that even though we paid the guest certificate fee in escrow, they no longer will keep the reservation in your name but will transfer it to the new owner. Fortunately the broker connected me with the new owner who was very helpful in calling Hyatt and putting the reservation in my name.

Just a heads up in case you is in the process of selling a unit and have a similar situation. Apparently this was a recent change of policy.

Small detail but did the new owner have to pay for yet another guest certificate to change the name on the reservation from him/her to you?

 

[ncaahockeyfan]

Small detail but did the new owner have to pay for yet another guest certificate to change the name on the reservation from him/her to you?

Same thing happened with a contract I purchased last summer

Phone rep waived the GC fee and put existing reservation in seller name

 

[GTLINZ]

yikes

I would think the GC would still work in Interval as the points are away from Hyatt and in Interval and subject to their rules.

 

[dioxide45]

yikes

I would think the GC would still work in Interval as the points are away from Hyatt and in Interval and subject to their rules.

Something to note though is that once you sell your only or last Hyatt ownership (if Hyatt Residence Club, your II account is closed.

 

[calgal]

GTLINZ, this was probably an internal Hyatt points reservation so subject to Hyatt rules.

 

[GTLINZ]

Something to note though is that once you sell your only or last Hyatt ownership (if Hyatt Residence Club, your II account is closed.

There was a recent post on this ... validated by a Hyatt II rep - which i hope to be true.

It basically said that if i sold my last unit this year- for example it closed by June - my II account is still valid until next Jan because this year has been paid for. I can travel using my II reservation until then without worry, and should be able to make changes to a reservation that would not affect points usage (i.e. Eplus changes). Not sure if a GC would be good for a reservation after the II account expires, but my guess yes since once the account is shut down now and the reservation cannot be changed - and you have a GC.

My point is - with a Hyatt reservation, Hyatt still controls the points and it appears they transfer everything now to a new owner including unused reservations whose points are now technically under control of the new owner after the transfer. With an Interval reservation, the points were transferred to Interval and no longer under Hyatt control - but subject to the rules of your Interval account.

 

[mjm1]

GTLINZ, this was probably an internal Hyatt points reservation so subject to Hyatt rules.

That is correct. It was an internal exchange. We also still have other units, so it didn’t affect our II account.

 

[heitmullerj02]

I talked to II about staying in them even if I surrender my Vistana week, and you can be grandfathered in to use extra vacation getaways. They did say once the title changed all existing reservations are canceled. So will be using my trade next week. Then will look into surrender.

 

[heathpack]

There was a recent post on this ... validated by a Hyatt II rep - which i hope to be true.

It basically said that if i sold my last unit this year- for example it closed by June - my II account is still valid until next Jan because this year has been paid for. I can travel using my II reservation until then without worry, and should be able to make changes to a reservation that would not affect points usage (i.e. Eplus changes). Not sure if a GC would be good for a reservation after the II account expires, but my guess yes since once the account is shut down now and the reservation cannot be changed - and you have a GC.

My point is - with a Hyatt reservation, Hyatt still controls the points and it appears they transfer everything now to a new owner including unused reservations whose points are now technically under control of the new owner after the transfer. With an Interval reservation, the points were transferred to Interval and no longer under Hyatt control - but subject to the rules of your Interval account.

I talked to II a couple of months ago. I have three II exchanges with Hyatt points, two which I intend to use in May and one for next Jan that has Eplus on it because I might retrade it. I was considering a deed back for an EOY unit that has no MF due until Jan 2026- so plenty of time to use the exchanges, make my retrade, and do the deedback later, but of course there was no guarantee the deedback would be available in the future. I was asking II how it worked once I did the deedback. I also had another complicated transaction to execute, which the II rep helped with flawlessly and seemed quite knowledgeable, so he had my trust.

This rep told me that after the deedback, my II account would stay open a year, which I doubted because Hyatt advised that I didn’t have to pay club fees this years and my understanding was that the II membership was paid out of club fees. He said it didn’t matter anyway, because once my Hyatt account was closed, they could just move my exchanges to my personal II account that I pay out of pocket. I just needed to call back around the time the deed back was closing and get them moved. I doubted that too, but he assured me this is SOP.

So I proceeded with the deed back, Fed Exed my closing documents last week, and called II over the weekend to move my exchanges to my personal II account. Um, no we don’t do that. Um, of course your Hyatt account will be closed immediately. Youre lucky we even let you use your exchanges once your account is closed, we used to just cancel them. No you wont be able to use your last retrade. No we won’t refund your EPlus. How else can we help you today?

Zero concern I’d been told completely erroneous information. My assumption based on the lack of concern is that the rep and the supervisor both assumed I was lying about what I was told or too stupid to have understood it correctly.

It really is outrageously poor customer service. There might be nothing you can do but being unconcerned that customers make significant decisions based on erroneous info given by II reps- it’s crazy and insulting. When I pointed out that it felt like my only recourse was to move away from II trading and close that personal account, the supervisor sort of murmured agreement. I’ve done a lot of II trading in my day, but I absolutely get the vibe that II places no value on a long standing customer relationship.

Ok, then…

My sense with the HVC changes is that Hyatt does not value the old customers- you are either someone who will buy their ridiculously awful points system or you’re not. If you’re not, they’d rather see you gone, and will change the paradigm to screw you until you give up and leave. Likewise, I think II basically does not care- if you are cool with passively accepting the consequences of misinformation from their reps and them taking no responsibility for it, they’d love you to stick around. Otherwise, it’s ok with them if you go.

 

[GTLINZ]

Sorry to hear about this ... it is bad when the Hyatt reps mislead you.

I really doubted the story about being able to move anything from your Hyatt II account to another one. But not closing an account that is paid for sounded reasonable (but it sounds like you did not pay for yours this year because of the deedback).

 

[dioxide45]

I talked to II a couple of months ago. I have three II exchanges with Hyatt points, two which I intend to use in May and one for next Jan that has Eplus on it because I might retrade it. I was considering a deed back for an EOY unit that has no MF due until Jan 2026- so plenty of time to use the exchanges, make my retrade, and do the deedback later, but of course there was no guarantee the deedback would be available in the future. I was asking II how it worked once I did the deedback. I also had another complicated transaction to execute, which the II rep helped with flawlessly and seemed quite knowledgeable, so he had my trust.

This rep told me that after the deedback, my II account would stay open a year, which I doubted because Hyatt advised that I didn’t have to pay club fees this years and my understanding was that the II membership was paid out of club fees. He said it didn’t matter anyway, because once my Hyatt account was closed, they could just move my exchanges to my personal II account that I pay out of pocket. I just needed to call back around the time the deed back was closing and get them moved. I doubted that too, but he assured me this is SOP.

So I proceeded with the deed back, Fed Exed my closing documents last week, and called II over the weekend to move my exchanges to my personal II account. Um, no we don’t do that. Um, of course your Hyatt account will be closed immediately. Youre lucky we even let you use your exchanges once your account is closed, we used to just cancel them. No you wont be able to use your last retrade. No we won’t refund your EPlus. How else can we help you today?

Zero concern I’d been told completely erroneous information. My assumption based on the lack of concern is that the rep and the supervisor both assumed I was lying about what I was told or too stupid to have understood it correctly.

It really is outrageously poor customer service. There might be nothing you can do but being unconcerned that customers make significant decisions based on erroneous info given by II reps- it’s crazy and insulting. When I pointed out that it felt like my only recourse was to move away from II trading and close that personal account, the supervisor sort of murmured agreement. I’ve done a lot of II trading in my day, but I absolutely get the vibe that II places no value on a long standing customer relationship.

Ok, then…

My sense with the HVC changes is that Hyatt does not value the old customers- you are either someone who will buy their ridiculously awful points system or you’re not. If you’re not, they’d rather see you gone, and will change the paradigm to screw you until you give up and leave. Likewise, I think II basically does not care- if you are cool with passively accepting the consequences of misinformation from their reps and them taking no responsibility for it, they’d love you to stick around. Otherwise, it’s ok with them if you go.

This is a common problem I find with customer service in general. I don't understand it. If they don't know, why don't they just say they don't know. Instead they seem to make up stuff that they think you want to hear to get you off the phone. It is good to hear real world situations where you've experienced how it works. We simply can't trust customer service reps to give us accurate information. I trust experiences from real world situations much more. Sorry to hear that it didn't work as they initially told you, but I am honestly not surprised.

 

[heathpack]

This is a common problem I find with customer service in general. I don't understand it. If they don't know, why don't they just say they don't know. Instead they seem to make up stuff that they think you want to hear to get you off the phone. It is good to hear real world situations where you've experienced how it works. We simply can't trust customer service reps to give us accurate information. I trust experiences from real world situations much more. Sorry to hear that it didn't work as they initially told you, but I am honestly not surprised.

Im not that surprised either. Seems par for the course.

Our Jan exchange is a 2BR Quarter House unit. I was thinking about retrading it into DVC because we’re buying AP this year but honestly we’ve been wanting to go to New Orleans, it’s Mardi Gras season (good) but not Mardi Grad (which would be bad), and we were assigned the Penthouse unit so there’s that (if we get our assigned unit, which Qtr House usually honors). So it’s not the end of the world. Just an annoying waste of time. I hate to pay $ to a company for the privilege of being treated badly. But soon enough, I won’t be!