Hello everyone,

First time poster, long time lurker.

I had a stay over this past weekend at the Hyatt House Scottsdale/Old Town and requested late check out but was declined due to the hotel being fully booked. This resulted in me arriving to the airport hours before I would have liked. Since I had all of this newfound time on my hands, I reviewed the Terms and Conditions and it stated the below:

(e) 4:00 PM Late Checkout: Upon request, Globalists will receive a 4:00 PM late checkout (local hotel time) on day of their departure at Hyatt hotels, provided that (a) late checkout is subject to availability at hotels with a casino, Hyatt resorts, and Destination Residences locations; and (b) late checkout is not offered at Hyatt Residence Club resorts. (PLEASE NOTE: The distinction between a Hyatt resort and a Hyatt hotel may not always be obvious and Members are encouraged to call a Hyatt Global Contact Center for help determining a hotel’s or resort’s designation.

From reading this, specifically what I highlighted in red, it appears that only casinos, Hyatt resorts, and Destination Residences are subject to availability when requesting late check out. I am a Globalist so I decided to escalate this to my concierge. My concierge apologized and that's all that was done.

My questions are:

1.) Do you agree that based on the language in the T&C that I should of been granted late checkout?
2.) If you do agree, who should I escalate this to?

I believe the language in the T&C should be clear, and in my opinion, it is. It clearly states that casinos, resorts, and Destination Residences are subject to availability, not Hyatt Houses. This assumes all other residences must honor late checkout requests.

Thank you for your time!