Relocation for Delayed Opening Hotel Problems
 

Hello! I had booked Numu for Christmas & New Years this year. It was supposed to open in October. It's now delayed to February, I think. Hyatt Consumer Affairs has contacted me and (1) refunded my points and (2) told me I'd be booked into a comparable room (suite) in Live Aqua.

For two months now, Hyatt Consumer Affairs has told me there has been a delay in the rebooking. They have made up several excuses for the delay, such as, "the owners of both properties are negotiating", "the team that's handling the rebooking are on site and limited, and it's taking time", and "this is a very large relocation and is taking some time."

I am concerned about Live Aqua selling out for the holiday season. I have called the Hyatt Consumer Affairs people four times and plead my case to have the rebooking confirmed and sent to me. They've now told me that I am "confirmed" but they cannot send the confirmation "right now." When I asked when, they said they have absolutely no idea when the confirmation can be sent.

I really don't understand what is going on. Is Hyatt purposefully delaying so Live Aqua sells out? Is there anyone else I can speak to? I'm quite concerned.

I'm Globalist, by the way, if that matters. The Globalist line cannot help, they refer me to "Consumer Affairs" whom I'm spoken to several times.

Bump. Any ideas?

You are still somewhat far out to XMAS, not much to do other than to keep pushing, every few weeks. If you're very concerned make a reservation with a free cancellation at a comparable property now in case they don't provide a satisfactory resolution.

What level of room did you book at NUMU and at what rate? Curious as I have a res at end of April made back when a standard room was only 5k points and I wonder if they will offer to relocate us to a similar (or the same) hotel.

Please report back when you make any progress or get any news!

I'd do this, plus get in writing from Hyatt, that you would like for them to compensate at least partial, and/or cancellation fees for the alternate, if the hotel is not available by then..

Wait, so are they putting you up at Live Aqua for free or you still have to pay for that reservation?

For free. I had paid points for the room at Numu. They are unable to deliver on that arrangement, and so it's on them to make alternative arrangements at their expense.

If I were to pay, I would have booked it already LOL.

They seem unable to send anything in writing, even my new confirmation. Despite the fact that they have assured me it has been arranged "between the owners of Numu and Live Aqua." I have my doubts!

Pretty sweet deal. My reservation at Numu is in February and I feel like they're not going to be opened by then, either. The earliest you can book on the website is April 1st. I haven't heard from Hyatt yet, but I did have a weird "CHANGE" email for my reservation that showed no noticeable change that I could find.

I'd take a free stay at Live Aqua, though.

That's weird. You should get an email shortly saying to call Corporate Services. Then they will do nothing to help. :)

Did you ever get the reservation details from Live Aqua?

I followed up with Hyatt a couple days ago over my upcoming Dec/Jan reservation that they also promised in September to rebook at Live Aqua … and they wrote back today saying that rebooking details had to be sent to Live Aqua by a certain date and they can no longer add anyone to this list anymore.

I was promised and accepted in September this rebooking and they are essentially going back on their word.

Curious about your update.

I did, after several mistakes in the confirmation, I got the correct one for all 8 nights. Now we're going back and forth on the 10% "service fee" that Numu and Live Aqua says I'll need to pay personally, while Hyatt Corporate says will be covered since I had an award room. But the room & taxes are settled and covered.

That's terrible they're going back on you.

Also, I saw your DM. You're better off calling Hyatt Consumer Affairs, they're awful over email.

Thanks for letting me know. I’m glad they honored their agreement to you and you have the confirmations. I wrote back to Hyatt and the agent said she is looking further into this. Fingers crossed.

Why don't you just call them? They're more helpful on the phone.