britishcanuck

GP Concierge says sometime next week they will officially announce something.

switchyj

dang it.. I was hoping to plan a honeymoon in october there.. bad idea?

Jimgotkp

If they retained most of their employees prior to their closing, I wouldn't be worried too much about an October opening when it comes to service. However, what would concern me the most is if they announce another delayed opening. Personally, I would double book something if I were you (obviously something with a flexible CXL policy).

switchyj

called this morning.
1st person said they got an email this morning that "no more information is available regarding an opening date".
2nd person said there were rooms available during that time and that I could book them right now. they'll be opening on august 15th.

I'm hoping the first was wrong

stinger101

You should have asked them to make a reservation. Still no availability.

ZBigFam

So I just got the call from HGP. My reservation for 8/24 cannot be honored due to delays in construction. They gave me three options:


You may cancel your existing reservation with no penalty to you. The full amount of your resort booking will be refunded.
You may rebook your stay at Hyatt Ziva Los Cabos for a later date, based on resort availability excluding the dates of December 24, 2015 – January 3, 2016, and enjoy your confirmed early booking rate. Hyatt Ziva Los Cabos will absorb up to $250 per person in airline change fees for all guests that held a confirmed reservation for travel prior to September 15th. When you rebook your reservation the Guest Relations Specialist can provide you with the necessary information for receiving compensation for airline rebooking fees that you may incur.
For those unable to change their original travel dates, Hyatt Ziva Los Cabos will arrange for similar quality accommodations at a neighboring all-inclusive resort.


All this is fine, but what about something to compensate us for their error? I thought that when the Baha Mar was delayed they offered some points as compensation as well?

Bigshaker

i just got the call as well canceling Sept 3 for a week.

Same offer, zero compensation?
What's up with that?
Didn't they set a precedent with the Bahamas problems.
The rep blamed it entirely on the Hurricane, they couldn't predict that and couldn't predict how long repairs would take.
My response that was while I understand that, the problem is announcing an opening date that wasn't real. First July 15, then Aug 15 now Sept 15. The blame for that has nothing to die with the hurricane. Hyatt should have people on the ground providing factual opening status.
Ridiculously handled. They also have no idea what the alternative all inclusive property option is yet. Am I going to get stay credit still at at another property? Will the alternative property cost me anything?
Give me some points for the stress of canceling my vacation please.

britishcanuck

Same here. I asked if they'd move me to another Hyatt resort, nop.

Cancel reservation - ok, it's a month out. Flights and hotels are going to be significantly more expensive, and this vacation time was booked ages ago.

Rebook at another time (other than Christmas/New Years he said) - same as above, I already have this vacation time scheduled. I plan on going somewhere, so if I have to book something new, this doesn't help.

Move to another property nearby - He wouldn't say anything about what the rate change might be or how it would be handled. I'm a Hyatt Diamond and trying to re-qualify for the year, and wanting to take advantage of the current promo to earn a few extra points. This doesn't help me either.

Two solutions that I would be ok with:

Rebook at another property for a reduced rate (as compensation, and because trying to book flights anywhere else now is going to be expensive) and refund my cancellation fees.

Refund my cancellation fees, and give me a fair amount of points per night and let me sort the rest out.

stinger101

Did anyone ask for supervisor. The cs agents can only offer what they can initially. Escalate.

nowstime

Got the phone call as well. Very disappointing...They have delayed several time and yet blaming it on the hurricane is quite ridiculous.

The offers are not set yet. The given options are just a start and was told more detail will come next week. I guess they are trying to get some feedback from guests.

The information I got was...
The alternative hotel list in Cabo is coming next week and compensation option will come around that time as well if there is any. I think points option should be offered since we have put great amount of time for planning the trip. I should have known better not to book around opening dates...but this was when the opening date as July.

I loved the property last year and was planning a family gathering but I guess that will have to change...(of course getting hyatt stay credits as well).

Bigshaker

I wasn't in a spot I could stay on the phone long. Definitely will escalate.

Based on FT posts from their failed Grand Hyatt Bahamas opening the comp they offered for that was:

Cancel & Rebook after Xx date
Move to the Different hotel - pay out of pocket, have Hyatt reimburse (specific discounted rate/room they have worked out)
Cancel, refund of any points used for redemption, plus 20k points per night booked, plus $300 per person for any airfare cancellation/refund fees (to be emailed in with copies of flight receipts)

The Ziva Cabo hotel is an all inclusive, worth more than twice the points of the Bahamas Hyatt per night for 2 people and a lot more expensive on paid rates!

Hyatt is offering almost nothing in return for canceling my VAC? My paid rate had a 48 hr prior cancelation so there is no deposit, my award plane ticket can be canceled for no fee, but I can't just find a new location that is acceptable to me, with award flt space and an acceptable rate without a big hassle. I do expect something from Hyatt for this big hassle.

Hyatt you've really dropped the ball on this opening and on trying to make it right. You've advertised 3 different opening dates now, it's your fault you did that not the Hurricanes.

After some thought I would consider accepting either a Hyatt Gift card for the value of my vacation or Hyatt points for the value of my vacation as compensation Plus a certificate that says the Ziva Cabo will honor my current paid rate on a future stay within the next 12 months if I really wanted to risk trying Cabo again.

stinger101

Hyatt Baha Mar was offering 20k per night as this is what it takes to redeem a free night there. Ziva is 25k per night. That's what compensation should be.

britishcanuck

I called back and had it escalated to a manager. Waiting to hear back. I fully agree with you, I also booked an AA award flight that can be cancelled. Hyatt has always gone above and beyond before, lets hope they live up to their reputation.

stinger101

The hurricane was the reason the property closed. Hyatt and Playa Resorts inability to forecast when their hotel would be finished resulted in our reservations being cancelled. Big difference.

britishcanuck

Yep. It's a risky move for them. Attempt to forecast the opening date to shore up a bunch of reservations at the risk of having to compensate guests if it doesn't open, or wait till very near completion before allowing reservations.