Questions and Answers

Hello,

I was recently denied any late check-out at Hyatt House property as the front desk agent mentioned the hotel was too busy. I had read in many places (including your post about Hyatt Diamond benefits, along with the Hyatt website and their own program terms and conditions) that this was guaranteed at all non resort properties.

I decided to further question the benefit via a direct message to Hyatt, and after 5 business days received a response from Hyatt Consumer Affairs that apologized for any inconvenience but ended with: “Unfortunately being an availabilty-based business we cannot always guarantee the late check out amenity for being a Diamond member”

I thought this was a pretty interesting response, especially as other programs like Marriott are improving this benefit for elite members.

The benefit is guaranteed except where it is specifically excluded. I would look senior executives in HGP and escalate.