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Confirmed Reservation Not Being Honored at Alila Uluwatu

Confirmed Reservation Not Being Honored at Alila Uluwatu

Old Jul 31, 22, 8:18 pm
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Confirmed Reservation Not Being Honored at Alila Uluwatu

I made a reservation the Alila Uluwatu for the end of August using points. I do not usually stay at Hyatt properties and so am not overly familiar with the program but found award availability for four nights (I had some flexibility with my dates). I transferred the points from my chase credit card and confirmed the reservation yesterday and then booked my flights and transport accordingly. Today I got an email stating

"Greetings from Alila Villas Uluwatu, Bali.
Kindly be advised that we will have a wedding buyout. Therefore, we are unable to confirm you reservation. Please accept our sincere apologies for the inconvenience that we have caused regarding the forced () buyout of the property, but we are seeking your kind understanding." (Emoji added by me)

I will book somewhere else but now I have 110,000 Hyatt points that I do not have much use for - I am posting mostly as a warning to others so that the same thing doesn't happen to them! I will see if they transfer my reservation to another Hyatt/Alila property but the other properties are all a lower category so would be cheaper to just rebook myself.
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Old Jul 31, 22, 8:28 pm
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Look at the recent posts on Alila Uluwatu regarding the bad experiences from weddings - that hotel is popular for 3+ weddings each day. On one hand, the hotel did you favor for not staying there during the wedding.

On the other hand, you can use those points at the other Bali Alila properties/SLH like Viceroy Bali etc.
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Old Jul 31, 22, 8:33 pm
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I'd file a complaint with Hyatt. You had a confirmed booking and the hotel isn't honoring it.
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Old Jul 31, 22, 9:00 pm
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Originally Posted by steveholt View Post
I'd file a complaint with Hyatt. You had a confirmed booking and the hotel isn't honoring it.
Yep. The property should be rebooking you for free (i.e., full points refund) into another property.

Based on the recent cascade of negative reports here, did not consider this property for upcoming trip, and boy was that the right call.
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Old Jul 31, 22, 9:17 pm
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Thanks - will reach out to Hyatt also. I had read the reports of the issues with regards to weddings and was not too bothered about the noise etc but I did not anticipate not being allowed to stay at all!

I would have expected that they would offer some sort of alternative but they did not except free breakfast if I choose to re-schedule. I am finding out if they can accommodate me at another hotel instead.

Originally Posted by Kacee View Post
Yep. The property should be rebooking you for free (i.e., full points refund) into another property.

Based on the recent cascade of negative reports here, did not consider this property for upcoming trip, and boy was that the right call.
For sure! There are so many other great options in Bali and I have learned my lesson for next time. I am not sure if this is an isolated hotel specific issue or a Hyatt program issue but will be more cautious about transferring points to Hyatt in the future.
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Old Jul 31, 22, 9:21 pm
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Originally Posted by sadiqhassan View Post
For sure! There are so many other great options in Bali and I have learned my lesson for next time. I am not sure if this is an isolated hotel specific issue or a Hyatt program issue but will be more cautious about transferring points to Hyatt in the future.
It's extraordinarily rare. You didn't do anything wrong. It's just very poor conduct by the property.
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Old Jul 31, 22, 11:15 pm
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The hotel shouldn't be allowed to cancel an confirmed reservation with no compensation or penalty. The offer of free breakfast if you rebook for a later date is nothing. Bali isn't like a weekend road trip that you can easily reschedule for some other date.
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Old Aug 1, 22, 12:04 am
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Originally Posted by MSPeconomist View Post
The hotel shouldn't be allowed to cancel an confirmed reservation with no compensation or penalty. The offer of free breakfast if you rebook for a later date is nothing. Bali isn't like a weekend road trip that you can easily reschedule for some other date.
Well, free breakfast might change that calculation, lol.
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Old Aug 1, 22, 12:35 am
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Originally Posted by Kacee View Post
Yep. The property should be rebooking you for free (i.e., full points refund) into another property.
This had me falling out my chair laughing!

Ive never seen a case where someone is re-accommodated prior to the stay dates AND fully refunded.

Its basically the same scenario as showing up and being told theyre sold out, despite having a reservation. Their obligation is to re-accommodate you, but not to re-accommodate you AND refund you. Thats just ludicrous.

Hyatt May throw in 5-10k points as a gesture of goodwill for the poor experience, but I would definitely not expect or even think that the 110k points would be refunded and basically a free 4 day vacation provided as compensation.
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Old Aug 1, 22, 1:12 am
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Originally Posted by sadiqhassan View Post
Thanks - will reach out to Hyatt also. I had read the reports of the issues with regards to weddings and was not too bothered about the noise etc but I did not anticipate not being allowed to stay at all!

I would have expected that they would offer some sort of alternative but they did not except free breakfast if I choose to re-schedule. I am finding out if they can accommodate me at another hotel instead.



For sure! There are so many other great options in Bali and I have learned my lesson for next time. I am not sure if this is an isolated hotel specific issue or a Hyatt program issue but will be more cautious about transferring points to Hyatt in the future.
Definitely escalate to Consumer Affairs. Property shouldnt be doing this and promising free breakfast as compensation.
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Old Aug 1, 22, 2:14 am
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When I worked at Hyatt lo-these-many-years-ago, we backed out about 100 reservations. It was a screwup by "those .......s in Sales," as my boss used to refer to them. They had overcommitted the hotel on rooms for those dates, and one group was less important (and had incredibly cheap rates). But we at least placed them all at a nearby hotel at the same rate. "Hey, we're not honoring your confirmed reservation. You're on your own," is not acceptable.
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Old Aug 1, 22, 5:18 am
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This may be "extraordinarily rare" but it's certainly not unheard of. There are multiple reports of reservations being cancelled on relatively short notice at VBS due to corporate or wedding buyouts. This also happened at other properties when they offered "bubbles" to sports teams during the height of the pandemic. Unfortunately, the only accommodation I recall seeing was moving the reservation to a different date.
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Old Aug 1, 22, 5:58 am
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Originally Posted by Matt4200 View Post
This had me falling out my chair laughing!

Ive never seen a case where someone is re-accommodated prior to the stay dates AND fully refunded.

Its basically the same scenario as showing up and being told theyre sold out, despite having a reservation. Their obligation is to re-accommodate you, but not to re-accommodate you AND refund you. Thats just ludicrous.

Hyatt May throw in 5-10k points as a gesture of goodwill for the poor experience, but I would definitely not expect or even think that the 110k points would be refunded and basically a free 4 day vacation provided as compensation.
You were right in this case there will not be a refund and re-accommodate. However, in case of a sold out situation (and guests being walked), most chain hotels' policy is to re-accommodate AND refund.
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Old Aug 1, 22, 6:24 am
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Push for reaccommodation at Amankila.
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Old Aug 1, 22, 8:19 am
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They should just re-brand themselves "Alila Weddings Uluwatu" and be done with it. Let's drop the pretense that this is still somehow a luxury property.

As mentioned by someone further up, I had the most incredible experience with a wedding taking place there for several hours, which could be seen and heard clearly and loudly from the Six Senses that I was staying at, nearly 1km away from the Alila.

It's not ideal if you were looking for a private villa experience, and arguably a step down in terms of level of luxury, but I had a great experience at the Andaz in the standard suite if you were looking for WoH alternatives.
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