World of Hyatt Globalist late checkout - bogus and inconsistent
#61
Join Date: Nov 2006
Location: Chicago, IL
Programs: AA EXP & AAirpass, Hyatt Courtesy Card, SPG Platinum
Posts: 991
It’s quite frustrating when customer service doesn’t know their own rules. This happened to me once and I had to make them read the terms. You should definitely escalate in the future.
Well... the inconsistency of this benefit hit me today. I had a family member staying as a Guest of Honor at Park Hyatt NYC. They refused late checkout and said it was not available as a Guest of Honor and then said anyways it was always subject to availability.
What I hate is I called WOH Customer Service, who also said that late checkout was subject to availability and has always been that way. I asked for a supervisor who told me the same thing -- she has worked at Hyatt 11 years and it's always been subject to availability for Globalists. She promised to email me a copy of the Terms and Conditions that show that it's subject to availability, but of course I never received an email from her. She offered to let me speak to another supervisor "that would tell me the same thing". I gave up at that point.
The current Ts and Cs seem quite clear:
What I hate is I called WOH Customer Service, who also said that late checkout was subject to availability and has always been that way. I asked for a supervisor who told me the same thing -- she has worked at Hyatt 11 years and it's always been subject to availability for Globalists. She promised to email me a copy of the Terms and Conditions that show that it's subject to availability, but of course I never received an email from her. She offered to let me speak to another supervisor "that would tell me the same thing". I gave up at that point.
The current Ts and Cs seem quite clear:
#62
Join Date: Aug 2017
Location: Stilllwater OK (SWO)
Programs: AAdvantage ExecPlat, World of Hyatt Globalist, plain "member" of Marriott, IHG, enterprise, etc.
Posts: 1,848
I don't know why, but from the beginning I always saw this rule as 'if available' anyways. PHNY had no problem providing me late checkout last month (and overall I thought the service was great there, though, I don't doubt other people's bad experiences either). Other non resort/casino Hyatts at times have (usually quite apologetically) said 'no' and I never pushed it (because it was never a big deal). I've been on the other side of the equation, even as a globalist, (waiting for my room to get cleaned and become available well after check in time), and the little bit of human-ness left in me feels that if my late check-out is going to put some fellow tired-traveller waiting in the lobby late, I would rather just check out on time (and leave the bags with the porters if convenient). That is assuming the front desk is being considerate of that situation, maybe that is too naive. For the hotels that offer late check out when I check-in proactively, however, I mentally give them brownie points and it goes a long way towards making me a return customer. Not all Hyatts are managed equally.
Well, I suppose Hyatt needs to change their Ts and Cs by deleting the phrase "at hotels with a casino, Hyatt resorts, and Oasis Homes". Then problem solved, we no longer can complain about this. I love how airlines have contracts of carriage that practically bullet proof them from having to follow through on any real customer service and we just deal with it. But with hotels, we carry around these Ts and Cs ready to throw it in anyone's face at any infraction. Hyatt needs to learn from the airlines I suppose.
Well, I suppose Hyatt needs to change their Ts and Cs by deleting the phrase "at hotels with a casino, Hyatt resorts, and Oasis Homes". Then problem solved, we no longer can complain about this. I love how airlines have contracts of carriage that practically bullet proof them from having to follow through on any real customer service and we just deal with it. But with hotels, we carry around these Ts and Cs ready to throw it in anyone's face at any infraction. Hyatt needs to learn from the airlines I suppose.
#64
Join Date: Aug 2017
Location: Stilllwater OK (SWO)
Programs: AAdvantage ExecPlat, World of Hyatt Globalist, plain "member" of Marriott, IHG, enterprise, etc.
Posts: 1,848
They write the terms though, and they can rewrite the terms. I feel that the likely outcome of everyone throwing a fit about a few properties occasionally violating the late checkout terms is Hyatt rewriting the terms so that the benefit becomes completely limp. If you want to pick this fight with hyatt, go for it. I'd rather save my tantrum energy on the absolutely abysmal service that airlines give us, much of which they very carefully codify in theirs terms and contracts of carriage.
#65
Join Date: Nov 2006
Location: Chicago, IL
Programs: AA EXP & AAirpass, Hyatt Courtesy Card, SPG Platinum
Posts: 991
The terms were clearly written like they are for a reason. However, there is a training issue with some staff/properties. What you are writing is speculation.
They write the terms though, and they can rewrite the terms. I feel that the likely outcome of everyone throwing a fit about a few properties occasionally violating the late checkout terms is Hyatt rewriting the terms so that the benefit becomes completely limp. If you want to pick this fight with hyatt, go for it. I'd rather save my tantrum energy on the absolutely abysmal service that airlines give us, much of which they very carefully codify in theirs terms and contracts of carriage.
#67
Join Date: Aug 2017
Location: Stilllwater OK (SWO)
Programs: AAdvantage ExecPlat, World of Hyatt Globalist, plain "member" of Marriott, IHG, enterprise, etc.
Posts: 1,848
Yeah, and I don't want them to rewrite them because about 90 percent of the time, I am still getting late check out. If they rewrite them, I fear that no availability becomes an excuse at many, many more places.
#68
Suspended
Join Date: Oct 2017
Location: Miami, Florida
Programs: AA ExPlat, Hyatt Globalist, IHG Spire, Hilton Gold
Posts: 4,009
They write the terms though, and they can rewrite the terms. I feel that the likely outcome of everyone throwing a fit about a few properties occasionally violating the late checkout terms is Hyatt rewriting the terms so that the benefit becomes completely limp. If you want to pick this fight with hyatt, go for it. I'd rather save my tantrum energy on the absolutely abysmal service that airlines give us, much of which they very carefully codify in theirs terms and contracts of carriage.
#69
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
They write the terms though, and they can rewrite the terms. I feel that the likely outcome of everyone throwing a fit about a few properties occasionally violating the late checkout terms is Hyatt rewriting the terms so that the benefit becomes completely limp. If you want to pick this fight with hyatt, go for it. I'd rather save my tantrum energy on the absolutely abysmal service that airlines give us, much of which they very carefully codify in theirs terms and contracts of carriage.
Moreover, it's silly to say that customers shouldn't fight for clearly stated benefits in fear that those benefits will be removed. That's absurdly fatalistic.
#70
Suspended
Join Date: Oct 2017
Location: Miami, Florida
Programs: AA ExPlat, Hyatt Globalist, IHG Spire, Hilton Gold
Posts: 4,009
But I agree, a guaranteed benefit is a guaranteed benefit, and people shouldn't be afraid to push and/or complain to WoH when the service doesn't match up to the guarantees.
#71
Join Date: Jul 2010
Location: PHL
Programs: Hyatt Globalist, Hilton Diamond, AA Gold, FB Gold, ITA Volare Executive
Posts: 3,294
I've probably posted this elsewhere, but the guaranteed aspect of late check-out is what makes me choose Hyatt over Hilton no matter what. Even a modest amount of experience with Hilton let's you know that when this is not guaranteed, you don't get it. Certainly not until 4pm. In fact, this year as an Explorist, as I fight my way back to the top, the guaranteed 2pm checkout at Hyatt has kept me from throwing in with Hilton, even though I am nominally a Diamond with them. Also, the fact that Hyatt lets you square away late checkout on arrival is huge... the Hilton thing, of, "Oh, sure... just call down to the desk on the day you are leaving" is a great analogue to "Check's in the mail!" The late checkout is often not as useful/enjoyable when you have to get up that morning and see if it is even possible.
#72
Suspended
Join Date: Oct 2017
Location: Miami, Florida
Programs: AA ExPlat, Hyatt Globalist, IHG Spire, Hilton Gold
Posts: 4,009
This is often YMMV. Even when Hyatt promises me late checkout when I'm checking in, my keycard often dies somewhere between noon and 4:00 pm on checkout day, thus necessitating a trip back to the front desk.
#73
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
I've learned to specifically ask if the key card has been coded for 4pm. Like you, it seems they generally don't do that unless I specifically ask.
#74
Join Date: Aug 2005
Location: All Over
Programs: DL Gold, AA EXP, SPG Plat, Hilton Dia, Hyatt Glob, CC Gold, Avis President's Club
Posts: 574
Is there a list of “Hyatt resorts” posted anywhere? The Hyatt Place Ocean City rejected my 4 pm checkout request today as a globalist, and want to know if it has a resort designation before I escalate to WoH.
#75
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453