Originally Posted by SharkyTheArchae

Hello! Here is my situation that hopefully somebody might have an answer.

I booked at resortsbyhyatt.com nearly as soon as reservation were available. My booking was made on May 18th for a stay over the Thanksgiving week. Over at Hyatt.com, the resort wasn’t even allowed to be booked back then.

Here is where is went weird. Over every other time I booked direct via Playa Resorts (the site above), the reservation migrated to my Hyatt account within hours. But this reservation hasn’t yet appeared, even if the property is available to be booked at Hyatt.com by this time.

I've called Playa twice and no one can figure out why. The associates I spoke with have elevated the issue and I am still waiting for feedback.

Here are two theories given by the associates I spoke with:

1. The property is not open yet. (Thin theory)
2. One associate found a drop down menu and noticed that Ziva Riviera Cancun is not in the umbrella of Playa Resorts. I don’t know how this matters but this seems to be the issue. She thought of this “umbrella” theory since tried to send a message to the physical resort to elevate the matter so the staff at the physical resort can call me to troubleshoot. As it stands, she had to send the message to Ziva Cancun to
contact Ziva Riviera Cancun to escalate the issue.

Any thoughts? If my post of long-winded, or confusing, I apologize. I will answer any questions. I want to get to the bottom of the problem so that future FTers will have a solution.