Business Profile

Vacation Timeshare

HV Global Group, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for HV Global Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

149 total complaints in the last 3 years.
46 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase date: October 4th 2024 Amount: ****** ************ allowed me to purchase a promotional package with eligibility requirements that I do NOT meet, I was not asked to provide proof of my required eligibility prior to purchase, nor was I made aware of these requirements until after the purchase was confirmed.I am currently being denied a refund on a purchase that I should have never been allowed to make in the first place, because I do not meet their eligibility requirements.
Business Response
Date: 04/28/2025
Sent: Monday, April 28, 2025 4:14 PM
To: ****************************
Subject: HVC Customer Advocacy

Good afternoon Ms. ************** I am in receipt of a complaint that you filed with the Better Business Bureau. I appreciate this opportunity to reply on behalf of Hyatt Vacation Club.

It is disappointing to learn of your request to cancel your promotional package stay with our organization. However, in order to resolve this matter amicably, I have asked our marketing division to process a refund and cancel your package as requested within your complaint. Please allow 7 to 10 days for the refund to reflect on the credit card used for your initial payment.

I would appreciate a brief reply so that I know you receive my email. I look forward to hearing from you soon.

Kind regards,
Customer Answer
Date: 04/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:04/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In November, my wife and I attended a timeshare presentation with Hyatt in ********. As a consideration for attending this presentation, we were to receive ****** Hyatt Points. They tell you to wait ***** days before reaching out to them. We are well past this point. I try to call the number to their business, but there is no answer when I call, or the automated attendant tells me they are closed. We attended two other presentations at this same location. They never fund your account until you stalk them by phone. Now they conveniently do not answer the phone. I have left messages, but there has been no return call.
Business Response
Date: 04/18/2025
Sent: Friday, April 18, 2025 10:16 AM
To: ****************** <*************************>
Subject: HVC Customer Advocacy

Good morning Mr. ****************** am in receipt of your complaint that was filed with the Better Business Bureau about some missing World of Hyatt points. I am so sorry to hear about your frustration with the sales department in ********* Rest assured that I have shared the details of your experience with the appropriate sales leaders in an effort to prevent similar incidents in the future.

I am currently working with our administrative team to post ****** World of Hyatt Points to Michelles account. I have also asked them to add an additional ****** points as our apology for the delay. I will let you know just as soon as I receive confirmation that the points are in her account.

Thanks and have a terrific weekend.
Initial Complaint
Date:03/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am reaching out to formally lodge a complaint regarding my timeshare experience, which has been increasingly stressful and unsatisfactory due to the practices and policies of Hyatt Vacations, formerly ****************. We are seeking to cancel our timeshare contract and request a refund of at least the maintenance fees we have paid. We have only used the timeshare once, yet we are constantly subjected to high pressure sales tactics during so- called "update" meetings, which are nothing more than pitches for expensive upgrades. Despite our desire to cancel since last year, it was difficult to reach out as the customer service team in ********* Office doesn't respond. I seems they are only present when they have the update meetings. More recently, we reached out to Hyatt again to resolve the issue but were told there is no way to exit the contract unless we pay off our loan. This is incredibly unfair and exploitative, as we are simply trying to terminate an agreement that no longer serves us. Furthermore, the constant phone calls pressuring us to upgrade and participate in update meetings have been overwhelming and stressful. These calls, often framed as offering "free" trips or activities for our children, seem designated to manipulate us into further commitments we neither want nor can use. The reality is, our busy schedule leaves no time to utilize the timeshare, which is why we've barely used it in the first place. We do not wish to retain this timeshare under any circumstances and demand an immediate resolution, including the cancellation of our contract and a refund of fees. Hyatt's lack of a clear exit route and unresponsiveness to our concerns to exit is unacceptable.
Business Response
Date: 03/31/2025
Mr. & Mrs. ***************** am sorry to hear about your frustrations with your ownership and your desire to exit your contract. We do not have an exit on demand option for your ownership.
Yes, we do have an exit team but the parameters of participation in that program include all of your owner obligations being paid in full.
You just upgraded your ownership 6 months ago. I am happy to have our ************** team reach out and assist you with usage. Your ******* annual usage Platinum points give you a number of excellent vacationing options.
Please let me know if you would like me to have a senior agent assist you with usage.
Best regards,
Hutch *******
Director, Customer Advocacy
Customer Answer
Date: 04/08/2025

Complaint: 23114088

I am rejecting this response because:
We do not agree with HV Global Groups response. We were told there couldnt be fees owed so we borrowed money from a friend to be able to pay the maintenance fees. We were informed thereafter that to be able to qualify for their exit program, we would need to pay off the outstanding loan. Its unreasonable to ask to pay off the loan when the reason we want to exit is due to this being a financial hardship and using this. Using it doesn't make sense when we already can't afford it.

We have tried to continue to make an extra effort to pay each month on our loan, but its been a hardship for us, and we simply cannot continue to do this for the next ***** years. Its not reasonable that we need to pay off our loan in its entirety to get out of the timeshare. And to add, the upgrade paperwork was not finalized until January 2025. We tried to contact member services in ********* without success. We shouldn't be held responsible when we tried to do the right thing when it happened. We have not used the timeshare since the new upgrade. We've been consistent on our end and need you to help us be done with this instead of telling us how to use our points. We have mentioned that using it is not an option and wish to exit the timeshare. We request a fair resolution.

Sincerely,

**** & *** ********
Business Response
Date: 04/16/2025
Mr. & **** ********,
We do not have an option for your to simply walk away from your ownership contract.
I am empathetic to your situation and desire to end the commitment to this contract due to your current financial circumstances. While we dont have a repurchase program currently in place for your ownership, there are some options available to you. First, you can sell it on your own. This may not be a viable choice, because the contract has to be paid in full to change hands. The second, is to work with our team to use your ownership, securing reservations that you can rent to offset the cost of ownership until such time as you may want to enjoy the benefits of ownership in the future. Finally, you can stop paying and the contract will eventually be closed due to non-payment. I would expect there to be some credit reporting ramifications if you go this route.

As we are in the vacation business, our goal is to ensure we are providing our owners with the world class service at our resorts and creating a lifetime of vacation experiences. I regret that Hyatt ************* no longer meets your needs and that we cannot share the Hyatt experience with you going forward. If there is anything we can do to assist you during this transition with one of the options above, please let me know.
I am happy to connect via phone to discuss this further, if needed.
Best regards,
Hutch *******
Director, Customer Advocacy
Initial Complaint
Date:03/24/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was to be awarded 7500 world of hyatt points to my account. After more than 60 days, they have never arrived. Attached is the receipt received for the points provided at check out along with a picture of the original reservation details.Please have an Executive apololgize to me for never receiving the points and have the points immediately deposited into my account **************** on Hyatt ***************
Business Response
Date: 03/27/2025
Mr. & Mrs. *************** appreciate you both taking the time to talk to me and for verifying that the points have been added into ******************* of Hyatt account. I apologize for the added steps you had to take to track the points down.
Please feel free to reach out to me at any time if you need anything.
Best regards,
Hutch *******
Director, Customer Advocacy
Customer Answer
Date: 03/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
Date:02/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to make a complaint against Hyatt due to their repeated refusal to cancel our timeshare agreement. Despite my ongoing attempts to resolve this matter amicably, I have been met with an unwillingness to provide a resolution.I first contacted the *************************** in 2021 about exit options, but my calls were never returned, and no one answered their phone. After Hyatt acquired the resort, I reached out to their ************************ twice in 2024. The response I consistently received was, We dont currently have an exit option for owners. This response is baffling. Why have an exit services department if there are truly no exit options leaving owners like me effectively trapped indefinitely, with no means to relinquish ownership, even when the financial burden becomes unsustainable?To provide additional context, the timeshare is fully paid off, and I have consistently maintained all associated fees. I simply ask them to take back the timeshare. I am not asking for any form of compensation. This situation is particularly discouraging as the timeshare was transferred to me and my sister in 2012 at the request of my grandmother, who could no longer afford the maintenance fees after my grandfathers passing. It has not met our needs. Weve only used the timeshare for exchanges, but even that has provided extremely limited options, often with insufficient trading power to secure locations beyond places like *********, which does not align with our vacation preferences. It is both unreasonable and unjust to hold owners hostage in this type of ************ light of the above, I am requesting Hyatt to either provide a clear and feasible exit option for us or to simply take back the property with no further financial obligations on my part. Thank you for any help you can provide.****** ************** *********
Business Response
Date: 03/05/2025
*** ****** & *** *********,
I appreciate being able to talk to *** ****** and to be able to get some background.
I can confirm for you, as I did via email, you are registered with the exit team- which is where you want to be. They will reach out to you with an offer to exit when they get to your spot on their list of registered owners. They will reach out to you with an offer to exit via email. Once accepted, the exit process should take 8-10 weeks.
Please feel free to reach out to me directly if you have any questions. you can reach me via email or phone.
Best regards,
Hutch *******
Director, Customer Advocacy
Initial Complaint
Date:02/10/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
dear BBB I am submitting this formal complaint to address the unacceptable actions and lack of communication fro Hyatt ************* regarding my account ********. Despite sending two prior email correspondences to resolve this matter. I have recieved no acknowledgement or response. My primary concern lies with the repeated use of "collections" to pressure me into pay maintenance fee that I am unable to cover. This tactic is not only distressing but also inappropiate. For clarity, i do not have a outstanding loan balance with Hyatt. . Hyatt has persisted in pursuing payment disregarding my situation as they said if we ever got disabled they would buy them back and we have not used them due to illness and age.When I first joined Hyatt Vacation, I was assured the i could offset ownership costs by renting out my timesahre. However, this promise has proven misleading and no viable means to get rental income. Over 14 years, i have been a loyal member of the Hyatt ************* and have contributed appx. $90,000. It is disheartening to see this loyalty met with in difference, especially now when I seek their cooperation and support.Due to financial strain, lack of transparency, and lack of communication, I respectfully request to be released from my ownership agreement. To this end I am seeking assistance of the Better Business Bureau in voiding this agreement. I believe this is a fair and reasonable resolution, one that acknowledges both my longstanding commitment and the hardship this situation has caused.I am 80 years old and a 100% *********** connected and my wife had a ***** tumor and had surgery in november 2023 so we are not able for along time to use this timesh Thank you for your attention to this matter,
Business Response
Date: 02/24/2025
Mr. *******,
Thank you for taking the time to talk to me. I have reviewed this with our team, and I will reach out to you directly for some further information.
Please feel free to reach out to me with any questions.
Best regards,
Hutch *******
Director, Customer Advocacy
Customer Answer
Date: 02/25/2025
A man called from Hyatt and is sending papers for me and my wife to look over. I have no idea what they are but we have not received them so it may take more than 10 days to receive and review these papers. Can I have more time if this occures??   Thank you ****
Customer Answer
Date: 02/26/2025
Dear Ms ************ yes mam i do need extension as the guy from hyatt is sending stuff snail mail , ****. It will take a little longer as you know **** is always slow.   thanks so much for helping me. Have a blessed day. ****
Customer Answer
Date: 03/05/2025
Dear Ms. ******* thank you for helping with Hyatt Vacation release of ownership. Mr. ***** ******* of WHV
resort Group in San ******* Ca92069 ************************** sent me a release form to send to him and in about 3 or 4 weeks they will complete the relelase
with no monies owed. Thank the Lord for your help in removing a great burden from me and my wife. I dont know you but I love you for your help.

Sincerely
**** L *******
************

Customer Answer
Date: 03/13/2025
I would like to wait until i hear from Hyatt vacation club first to see exactly what they are going to do. I have not heard from them yet but they purpose to let me out of the agreement with no money involved. I hope that is the case.. I appreciate your patience with me on this matter. I will let you know as soon as I hear from them.   Thank you..
Customer Answer
Date: 03/14/2025
oh NO i emailed youo 2 days ago stating i needed more time as Mr. ******* was processing and i didnt have the paperwork yet from to conferm his decision. Please dont close the file yet as he is using **** snail mail to do this
Customer Answer
Date: 03/18/2025
Mr. ******* of Hyatt vacation said , he only gave his word, that it would be resolved thru paperwork in 2 or 3 weeks as he is using ***** snail mail, in sending it it.
But it was only his word and I have not received paperwork to that effect yet. thanks for you cooperation concerning this matter.   Kinda regards ****

Customer Answer
Date: 03/18/2025
Mr. ******* of Hyatt vacation said , he only gave his word, that it would be resolved thru paperwork in 2 or 3 weeks as he is using ***** snail mail, in sending it it.

But it was only his word and I have not received paperwork to that effect yet. thanks for you cooperation concerning this matter. Kinda regards ****
Customer Answer
Date: 04/01/2025
thank you for trying to help   i appreciate your efforts. Hyatt's mr ******* promised me verbally no money involved and he and his team are resolving and
sending me paperwork to show they are cancelling my membersip and no maintenancve fees by **** as soon as he gets back from vacation.

Business Response
Date: 04/01/2025
BBB team,
Mr. ******* signed and returned the documents we need to terminate his ownership contract.
This has been resolved.
Please let me know if you need any further information for me in regards to this matter.
Best regards,
Hutch *******
Director, Customer Advocacy
Business Response
Date: 04/02/2025
BBB team,
Mr. ******* signed and returned the documents we need to terminate his ownership contract.
This has been resolved.
Please let me know if you need any further information for me in regards to this matter.
Best regards,
Hutch *******
Director, Customer Advocacy
Customer Answer
Date: 04/02/2025
That is what Mr. ******* told me on the phone and I am waiting for the final papers from him to verify allthis.. He is sending them snail mail **** so it may take a bit. I will let you know when i get them.   thank you so much in helping me get this resolved. Best regards   ****
Customer Answer
Date: 04/02/2025

Complaint: 22922139

I am rejecting this response because:
That is what Mr. ******* told me on the phone and I am waiting for the final papers from him to verify allthis.. He is sending them snail mail **** so it may take a bit. I will let you know when i get them. thank you so much in helping me get this resolved. Best regards ****

Sincerely,

**** *******
Customer Answer
Date: 04/14/2025
Im sorry you could not resolve the case BUT mr. ****** with HV global has promised me to send paper work to release the problem but he just hasnot gotten it to me

yet. I hope he hold to his promised. seemed like a nice guy who was taking care of it. thanks anyway maybe it will work out with God's help. **** L *******
Initial Complaint
Date:01/22/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,My Wife and I attended a presentation session. It was not the right time to move on it (even though we are very interested). After nearly 7 weeks, at least 4-5 voicemails, and several emails, we did not get our Just want to ask, when will the welcome bonus points (500 points) and the points for attendance (****** points) hit my account? It has been over 6 weeks.Hyatt Globalist Number: *********I I stayed at the Hyatt ************************************ from 12/6 to 12/8. I signed up for the welcome points on 12/7 and attended the session on 12/8.
Customer Answer
Date: 01/30/2025
Hello!

What additional information is required? The vendor didn't provide us the items they promised. We are ready to provide additional details.

Kunal.
Business Response
Date: 02/06/2025
Mr. *****,
I apologize for the delay on this.
I was able to get the ****** points placed in your account. Please take a look when you have a chance. They should be in there for you to use.
I left you a message earlier today. I need a little more information on the 500 points so I can get that sorted out for you. Please call me when you have a chance.
Best regards,
Hutch *******
Director, Customer Advocacy
Customer Answer
Date: 02/12/2025

Complaint: 22844005

I am rejecting this response because: While I did get the ****** points, the 500 welcome points are still missing.

Sincerely,

***** *****
Business Response
Date: 02/24/2025
Mr. *****,
I apologize for the recent phone tag. I would like to connect when you have a chance so we can discuss this further. I am not able to verify the information based off of what you have given me. My understanding is it is a site you would go to and register to get the points off of a QR code. Please reach out when you have an opportunity.
Best regards,
Hutch *******
Director, Customer Advocacy

Customer Answer
Date: 03/03/2025

Complaint: 22844005

I am rejecting this response because: I have yet to get the link or QR code for the 500 points.
Sincerely,

***** *****
Business Response
Date: 03/26/2025
BBB team,
I have verified that the points Mr. ***** mentions have been posted to his account and are available for him to use.
Please let me know if you need any further information from me on this matter.
Best regards,
Hutch *******
Director, Customer Advocacy

Business Response
Date: 03/26/2025
BBB team,
I have verified that the points Mr. ***** mentions have been posted to his account and are available for him to use.
Please let me know if you need any further information from me on this matter.
Best regards,
Hutch *******
Director, Customer Advocacy
Customer Answer
Date: 03/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:01/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hyatt/ **** advertises a "responsible exit" program to assist owners like me in order to appear they care. there has been no response and I have resent my correspondence to the company. This perpetual membership is nearly impossible to give away let alone "sell" as I was told by my sales people in 2016. I laugh now when I think that I was told this was a great "investment". Below is my most recent correspondence to Hyatt. I do not want any money back at this time (I will if I have to hire a lawyer). To Hyatt/**** I am writing this letter to seek assistance in relieving my family of the burden of our **** membership. As a partially disabled U.S. Navy veteran I am used to some adversity, but this burden is proving unbearable. Since joining ****, our family has had many changes. I am currently on a partial income (due to disability), My wife has been diagnosed as Bi-polar and of course as previously mentioned all three of my children have been diagnosed with various forms of Autism (proof of all can be supplied). When we have reached out to exit in the past we have been told to wait and see if any friends or family want our membership (unfortunately they do not). We are hopeful that this is the time you will grant our wish and assist us in ending this burden so we may focus our efforts on addressing our medical needs rather than continuing to spend money on something we cannot use. Sincerely,******* **** member Id. ******** ************
Business Response
Date: 01/23/2025
Mr. ****,
First and foremost, thank you for your service to our country.
I am sorry to read about the challenges you have been facing. I show your ownership contract is paid in full. We do have an exit team we can have you register with. That team works on a first in first out basis and they have been operating for the past year. I am sending you an email with the registration information and the parameters of the program.
Please reach out to me with any questions or concerns. I am happy to connect via phone and discuss this further, if needed.
Best regards,
Hutch *******
Director, Customer Advocacy
Customer Answer
Date: 01/24/2025

Complaint: 22821606

I am rejecting this response because: This reply does not address the misrepresentation (common theme for you guys). Putting my name on a mythical list is not what your involvement with ******************* reflects. When does the fraud stop? I paid a lot of money because I was told that it was a great investment. Imagine the publics surprise when we find out *** wont take for free what their licensed agents sell for $20,000. Lies lies lies I will be delighted to post your helpful response to social media.

Sincerely,

***********************
Business Response
Date: 01/27/2025
Mr. ****************** is not an avenue for you to simply cancel your contract and exit your ownership on request. Having a relationship with the ******************* does not mean that when you request to exit you are out.There is a specific process that is followed for our owners to exit their contracts. The exit team has been working for the past year, and I am seeing owners exit on a consistent basis.

The investment in your vacation ownership is in the use of the product for vacationing with family and friends. I understand that there are some challenges you are facing that may not allow you to use your owner benefits for vacation travel. I am giving you the best avenue we have for you to exit your ownership contract.

Please feel free to reach out to me with any questions. I am happy to connect to discuss this further, if desired.

Best regards,
Initial Complaint
Date:12/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/1/24 I purchased a Hyatt ************* membership. I was told that within 45 days I would be contacted to set up my ownership account and have use of my points purchased and schedule vacations. After 45 days I called the ************************ Line and was told that they cannot assist because I haven't registered as an owner. I explained I was trying to get assistance in doing just that. They said I needed to contact the original location of purchase. I emailed my Sales Executive, *** ******* on 11/12/24. He did not respond. After a second email on 11/15/24 he responded (11/30/24) that someone should be in touch soon. On 12/12/24 I emailed him again and he stated he would escalate this to a supervisor. I emailed again on 12/26/24 and to date I have not received a response. I am now paying a mortgage for a property that I do not have access to and have nowhere to turn for assistance.
Business Response
Date: 01/15/2025
Ms. Measure,
Thank you for returning my call. I have not been able to get through on your phone number since. I do show your contract is active. I want to make sure we get you sorted out so you can access your owner benefits. Please check your email when you have a chance. I sent you an email today that includes my direct dial number. If you can reach out to me, I will get you taken care of.
Best regards,
Hutch *******
Director, Customer Advocacy
Initial Complaint
Date:12/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am seeking a resolution regarding an issue with my Hyatt ************* points, following the cancellation of my reservations at Hyatt ************* in Bonita Springs, ***I had three reservations booked for October 1113, 2024, which were canceled by the hotel on October 7, 2024, due to Hurricane ******. While I understand the necessity of the cancellation under such circumstances, I was disappointed to find that the 970 points I had borrowed from 2025 to make the reservations were returned with restrictions, allowing them to be used only for reservations made within 60 days of booking.When I contacted customer service, I was informed that this restriction applied because the cancellation occurred within 60 days of the reservation dates. However, this situation was entirely beyond my control. The cancellation was a direct result of the hotels decision, based on the hurricanes impact, and not due to any action or choice on my part.This restriction has created a significant hardship for my family. Vacation plans require careful preparation and must be scheduled 36 months in advance due to work commitments. Furthermore, we live in ********, where there are no Hyatt ************* locations nearby, making last-minute trips within a 60-day window extremely challenging.I have reached out to Hyatt multiple times via email to address this issue but have not received any response. Therefore, I am now formally requesting that the 970 points borrowed from 2025 be fully restored as regular, unrestricted points. These points were borrowed in good faith for a reservation that could not be fulfilled due to circumstances entirely out of our control.I trust Hyatt values its customers and understands the importance of fairness in situations like these. I kindly ask that you review this matter promptly and take the necessary steps to correct the issue.
Business Response
Date: 01/02/2025
We are sorry to receive this complaint from Mr. *************** The reservation rules for the Hyatt ************* program do state that reservations cancelled within 60 days of arrival will inherit a 60-day booking restriction. This policy applies to all cancellations regardless of reason or cause. Mr. ********** reservation was cancelled as a result of tragic circumstances related to a natural disaster. Unfortunately, the organization is unable to honor his request to remove the 60-day booking restriction from his Hyatt Club Points. As an ethical organization, we are required to uphold to the program's reservation procedures as they were created for the betterment of all owners. Furthermore, Mr. ******** made his reservations online and was offered the opportunity to purchase travel protection, this was declined.
Hurricanes have become more prevalent over the years in the southeastern portion of ****************** Owners are strongly encouraged to purchase travel protection anytime they make reservations in this region of the country during hurricane season. ****** Services offers travel protection at an extremely reasonable price. For more information about purchasing travel protection Mr. ******** is welcome to contact our ****** Services office at 1-800-GO-HYATT.
Customer Answer
Date: 01/06/2025

Complaint: 22731451

I am rejecting this response because: While I understand the importance of enforcing program rules, the cancellation of my reservation was due to a natural disaster, an event entirely beyond my control. It seems reasonable to expect some flexibility in such extraordinary circumstances, particularly given the ethical responsibility to support members facing hardships caused by unforeseen and catastrophic events.
The policy exists for the betterment of all owners. However, rigidly enforcing this restriction under these circumstances may not align with the principles of fairness or empathy. Other hospitality programs often have exceptions for cancellations due to natural disasters to balance procedural consistency with genuine member support.
While I declined travel protection, the suggestion to purchase it does not retroactively mitigate the impact of a natural disaster. Additionally, the increased frequency of hurricanes in the southeastern U.S. places a greater burden on members in this region. This may warrant reevaluating how policies address cancellations during hurricane season to better accommodate affected members.
I respectfully request an exception to the 60-day booking restriction given the unique and unavoidable nature of this situation. I value my membership with the Hyatt ************* and hope that we can find a resolution that acknowledges the extraordinary circumstances surrounding this cancellation.
Sincerely,

****** ********
Business Response
Date: 01/08/2025
At this juncture we may only reiterate that we are unable to honor Mr. ********** request for the reasons stated within our initial reply. Our position on this matter will not change.

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