Originally Posted by Yaledan

Recently, over 2,000 Hyatt accounts were permanently closed in China, many belonging to top-tier Globalists, including Lifetime Globalists and corporate clients. This sweeping action was triggered by a unique hotel brand in China, UrCove, which officially sold packages that allowed customers to earn points and nights without actually staying. They even provided official invoices for these transactions.

Hyatt’s response has been extreme and, frankly, harsh. Instead of investigating the hotel’s practices, Hyatt decided to indiscriminately shut down the accounts of everyone who earned points at these properties. No matter if the points were earned legitimately or not, even members who actually stayed were banned without proper investigation or explanation. Hyatt instructed affected members to contact the hotels, but members were then redirected back to Hyatt, creating a frustrating cycle with no resolution.

What’s most concerning is that Hyatt has not allowed for any explanations or appeals. If your account had any points manually credited from an UrCove stay, your account was closed. This heavy-handed action has left members shocked, fearful, and uncertain about the future of the loyalty program.

Hyatt’s handling of this situation has been extremely unethical. The hotel violated the rules by selling these non-stay products, yet Hyatt Group failed to monitor or control the situation. Instead of holding the hotel accountable, they chose to punish the members—a rare and cruel response.

For members in other region, this should serve as a reminder that even practices like mattress runs could lead to sudden account closures, without transparency or fair warning.

Let’s hope Hyatt addresses this situation fairly, as it’s already causing significant unrest in China.