Hyatt’s Playa Resorts going from all-inclusive to all-excluded (Bookings cancelled, no compensation for many)

Hyatt recently finalized its acquisition of Playa Hotels & Resorts which included properties such as Hilton Rose Hall (now Dreams Rose Hall), Kimpton Tres Rios, Hilton La Romana, Hilton Playa Del Carmen and more.

Unfortunately this has brought terrible news for people with prior bookings at those properties as their reservations were abruptly cancelled this past week.

Reports started coming in a few days ago from members of our Frequent Miler Insiders Facebook group. For example, this member had a booking at what was Hilton Rose Hall, but when happening to check his account he noticed the points for the stay had been refunded and his booking had been cancelled. When contacting Hilton, he was informed that they wouldn’t be issuing and compensation and that he’d need to escalate it to Hilton corporate if he wanted any kind of resolution. For what it’s worth, this particular property has been rebranded as Dreams Rose Hall and is now bookable with Hyatt.

That’s scant consolation for some people though. For example, this person reports on Reddit that their stay for the following week was cancelled, leaving them little time to find an alternative. The worst example I’ve seen is a comment on that same thread where someone shared that they were heading off on their honeymoon the following day, only to find out that their booking had been cancelled.

Needless to say, this is appalling treatment by both Playa Hotels & Resorts and Hilton (note that some affected properties are with other chains like IHG too, but all these examples relate to former Hilton properties), not to mention Hyatt seeing as they don’t appear to have ensured that it’s been a seamless transfer for existing reservations. I get that hotels sometimes change the chains that they’re part of and that it’s not feasible to have all reservations carried over from the previous franchise holder to the new one. However, it feels like there should be some kind of cutoff, whereby stays that will be happening in the next week or two are still honored, with all hotel-related parties involved needing to come to resolution regarding how that’ll be funded. Otherwise you’ll have guests who’ve made plans and potentially have non-refundable bookings riding on this ending up out of pocket and out of luck.

Based on this Redditor’s comment, here are the properties that are apparently affected by this acquisition.

• Dominican Republic
  • Hilton La Romana
  • Hilton La Romana Adults-Only
  • Hyatt Zilara Cap Cana
  • Hyatt Ziva Cap Cana
  • Sanctuary Cap Cana
  • Wyndham Alltra Punta Cana
  • Wyndham Alltra Samana
• Jamaica
  • Hilton Rose Hall
  • Hyatt Zilara Rose Hall
  • Hyatt Ziva Rose Hall
  • Jewel Grande
• Mexico
  • Hilton Playa Del Carmen
  • Hyatt Zilara Cancun
  • Hyatt Ziva Cancun/Turquoize
  • Hyatt Ziva Los Cabos
  • Hyatt Ziva Puerto Vallarta
  • Kimpton Tres Rios
  • Paraiso de la Bonita Luxury Collection Resort
  • Seadust Cancun Family Resort
  • Wyndham Alltra Cancun
  • Wyndham Alltra Playa Del Carmen
  • Wyndham Alltra Vallarta

If you have any upcoming reservations with them that weren’t booked via Hyatt, it’ll be imperative to check those and make alternative plans if necessary. There is a data point on that Reddit thread that some received 10,000-15,000 Hilton Honors points compensation, but it certainly doesn’t sound like you can count on that.

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