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Hyatt Globalist Late Check-out Not Guaranteed?
I have a question about the Hyatt Globalist 4pm late check out benefit. As mentioned on your website, 4pm late checkout is guaranteed for globalist excluding resort locations (and casino, destination, residence and etc). However, after a recent hiccup with a Hyatt Place property not granting me 4pm late check out (they say for globalist that benefit is only based on availability), I reached out to my hyatt concierge for clarification.
This is what she sent me today:
“I have confirmed with my manager that the online terms and conditions is correct. As mentioned over the phone with the terms starting with Upon Request this indicates that late check out is not guaranteed and is based upon availability. Again , I suggest to always request late check out at the time of check in and the hotel will be able to let you know what they can do but cannot guarantee it.
My manager has sent these details off the proper team so that my system is in line with the online terms and conditions that you see.”
She is saying by having the term “upon request” this benefit is based on availability at all locations. This seems to contradict how I understand the terms of the benefit. Otherwise why specifically point out subject to availability at certain locations. Can you help clarify or how should I escalate to get a definitive answer?
Alex, this is the wording from the website. I can’t see why a Hyatt Place would qualify as an exception, but it does say individual properties can be hard to distinguish…
(e) [U]4:00 PM Late Checkout[/U]: Upon request, Globalists will receive a 4:00 PM late checkout (local hotel time) on day of their departure at Hyatt hotels, provided that (a) late checkout is subject to availability at hotels with a casino, Hyatt resorts, and Destination Residences locations; and (b) late checkout is not offered at Hyatt Residence Club resorts. (PLEASE NOTE: The distinction between a Hyatt resort and a Hyatt hotel may not always be obvious and Members are encouraged to call a Hyatt Global Contact Center for help determining a hotel’s or resort’s designation. Please visit [URL=’https://about.hyatt.com/en/contact.html’]hyatt.com[/URL] for contact information.)