Originally Posted by
Galun
Hi. I booked a stay at Andaz Maui using points, from 6/5-10. I just received an email saying I must check out on 6/9, check in on 6/13, or they’ll cancel my reservation. No reason was given. I suspect someone bought out the hotel 6/10-12?
Can they do that? Isn’t this a prepaid reservation since I used points? Do I have any rights / recourse? I’d think they will have to refund the night and put me up somewhere else comparable at their expense.
I’ve attached the email. Any advice is much appreciated. Thank you.
Can they? Not at all saying it is right, but apparently they think so. I would guess there is something in the fine-print weasel-wording that says they can. To sue you would have to be able to demonstrate damages (like incurring additional costs). We would all be proud of you for filing, but it does not seem economically viable.
This used to be a corporate-owned hotel. So calling Hyatt may not be a bit of help. But you never know.
I have no clue if the State of Hawaii Attorney General would consider this some kind of fraud. (A relative used to be in the small-scale hotel business, and surprisingly the AG's office would intervene, both ways, on issues involving in-state guests--but only in-state). But I would not count on it.
We understand that travel plans may have already been solidified therefore, if you would like the opportunity to review your travel plans, we are happy to assist in providing the best available dates to rebook, either on points or cash.
Should we be unable to assist you in facilitating a new date of stay, we would be happy to assist you with finding accommodations elsewhere on the island for your stay. Any deposits made will be refunded within five to seven business days.
This part bothers me, in that they don't specifically offer to move you for free aka a traditional walk arrangement, when there is suddenly "no room at the inn". (Years ago when another Hyatt, on another island, oversold their opening offer was "we will move you to arguably a slightly lesser on the beach hotel, but your room cost will be zero"). That got takers.
We see some posts on FlyerTalk where hotels take the position that an early notice exempts them from the financial compensation of relocating a guest (although those circumstances are more usually seen when the hotel is having hard product issues and is partially shutting down, etc).
Presuming your flights and other arrangements are locked in and shifting dates is not possible for you to even consider; then
I'm suggesting you need to find out what the full offer even is.
But before you do that, decide what you want, what can you live with, and when are you flying out? (Meaning, if you vacate your room by X time, can you spend the rest of the day on property? Do they have pre-departure rooms, or pre-departure locker room? Do you have an early flight making something closer to the airport even a bit desirable instead? How much are they going to compensate you for the inconvenience)? You can always demand the reservation as-is and see what happens. I'm just not sure it will work.