swco

From the terms and conditions for Globalists regarding late checkout:

"Late checkout is measured in local time at the hotel and is available upon request on the day of departure at Hyatt hotels, provided that (a) late checkout is subject to availability at hotels with a casino (including Grand Hyatt Macau and Hyatt Hotel and Casino Manila) and Hyatt resorts; and (b) late checkout is not offered at Hyatt Residence Club resorts or M life Resorts."

The only conditions is that it is requested on the last day. And the "subject to availability" is only defined as a casino property or resort.

I consistently get the run-around on this policy when checking in and/or requesting it on the last day (particularly at Hyatt Place and Hyatt House).

I wrote to WOH service center about it, and they responded:

" As a Globalist late check out is based on availability at participating Hyatt locations."

If this is true, then they are misrepresenting the program in the T&C (a simple asterisk and 5-6 words would make this clear).

While I understand if this is the true policy, I don't like be lied to about it, and getting the run-around and being forced to haggle for a benefit that appears to be guaranteed -- but yet it is not.

What a shameful business practice -- and a bloated corporate bureaucracy to not even give an effort to change the T&C when it is pointed out.

I will be throwing my money elsewhere.. because I'm United 1k and get the same "non-guarantee" late check out with Marriott... so why bother with Hyatt if they are just going to misrepresent the benefits of being a Globalist?

All I am asking for is transparency and consistency. I'm willing to follow the rules before I extend my loyalty. But this is bogus.

Aventine

All of the new Hyatt program is basically bogus and inconsistent. I understand where you're coming from. Globalist checkout should be 4pm no matter what.

m0hamed

I didn't realise we have lost this benefit. It is one of the most useful of any hotel chain loyalty program.

Pickles

I've always been offered (or asked for) late checkout at check-in, not the day of my departure. Not knowing whether one can have late checkout until the checkout day seems like a big downgrade. Is this a rule change here?

Kacee

You got a wrong answer, which is certainly disappointing, but not unusual. One of Hyatt's real weaknesses is the lack of enforcement of the T&Cs by corporate.

That said, I've never had trouble getting a 4 pm checkout at a Hyatt property. It's one of their more consistent points IME.

bworrell

I would write back to the service center. I think you got a wrong answer.

jayer

As noted above still generally granted (and often offered without asking) at check-in, but like pulling teeth day of departure when the turnover rooms have already been assigned. It just isn't something to be asking for the last day.

Not saying this isn't contrary to stated policy but so many things are not what Hyatt used to be. They don't really love anybody anymore, unless maybe there really is the unstated "Hey big spender!" class as rumored.

Aventine

Yeah, Hyatt seems to be going for the jugular on everyone. Courtesy card holders have you been denied a late checkout under the WOH regime?

swco

Thanks, all, for sharing your experiences.

My point here was not to say this is no longer a benefit (and I also don't usually like to post public complaints like this).

My point was to reveal the inconsistency and lack of enforcement of the policy.

I often do get the offer of the 4pm late check out at check-in. However, I have had numerous debate moments with front desk staff this year (and the noted WOH service center) regarding this. I don't feel comfortable haggling with people, when they are likely doing what they are told by their managers, and making all of this a spectacle. This is what really irritates me -- is that Hyatt puts their most loyal customers in a position to argue with their own employees.

The late "guaranteed" check-out for me has been my primary reason to go out of the way to book with Hyatt (when they have a smaller footprint than other brands). It is important to me in my travel planning.

I am not a whiner. I am someone who reads the rules, and base my decisions on it. To now know that they don't enforce their own written T&C makes me not so ready to be loyal to Hyatt anymore.

swco

True. And I did write back.

But if the local hotel won't comply with corporate policy, then what do you do.. when you have made travel plan based on this "guaranteed" benefit?

It stinks to high heaven, and I think most people just relent and give in... and thus let them make up rules as they go.

Why do their most loyal customers have to become "activists" for a benefit clearly guaranteed in a company's T&C? Why put them (and their employees) in such a confrontational environment? (those are rhetorical questions).

Kacee

Ask to speak to the FDM or even the GM.

Per my earlier comment, one of the flaws of the Hyatt program is that corporate won't enforce the T&Cs against properties, so if this really bothers you, you may be happier in another program.

CloudCoder

I interpret this to mean that the Late Checkout occurs on Day Of Departure. However, the request can (and should) be made earlier.

Whenever I need a late checkout (or an early checkin), I try to notify the hotel by email or phone, 4 to 5 days before arrival. But even if I forget to notify, the last checkout is still a Globalist benefit, guaranteed in writing. I hope all Globalists will gently, politely, yet firmly push back against hotels which try to withhold published earned benefits.

59Impala

yes, and it says "... is available upon request on the day of departure at Hyatt hotels ..." and not if available upon request.

so this means, 4pm check out is always available to Hyatt Elephants in any case, except at the hotels listed, if the hotel is full or not.

RTW1

Nothing has changed... it's always been up to the property to grant you a late checkout, and most have no problem offering it. They normally like to know what your plans are as soon as possible but asking fot it on the last day normally works as well...

And it's not really that hard to understand that they are walking a fine line between offering this and a new guest who wants to check in early (or at checkin time). Most properties are pretty good about this and will try to find a solution if they really need the room.

So I fail to see how WOH has any influence over this, it's all about how an individual property handles this. And it's very rare that a solution that works for all is not found....

SMK77

Fully concur. Nothing has changed in the T&C and in ten years I have never had a situation where the hotel wasn't able to allow me a late check out.