Nicole Speers purchases a Hyatt timeshare in Maui and was promised 125,000 Hyatt points as part of the agreement. She paid off the timeshare early — only two months after the contract was signed. But Hyatt didn’t live up to its side of the bargain.
Question: I purchased a timeshare from Hyatt in Maui in March 2017. With the purchase, I was promised 125,000 Hyatt points, to be deposited after payoff or six months of payments. I paid off the timeshare on May 23, 2017, and to date have still not received the points despite emailing and calling numerous times. I keep getting passed off to other departments and when I finally reach someone who promises to escalate the issue to corporate, I still never hear back and still do not have my points.
I would either like to have the 125,000 Hyatt points deposited in my account or I would like a check for the value of the points. — Nicole Speers, West Hartford, Conn.
Answer: Not getting your promised points after buying your timeshare (and paying in full in far less time than you had promised) must be very frustrating. You did everything right — got Hyatt’s promise in writing, and kept a paper trail when Hyatt didn’t immediately hold up its end of the deal.
It would have been nice if Hyatt had simply said, “Oops … we made a mistake and we’ll correct it right now,” but it didn’t. It passed you off to department after department, with additional promises it didn’t keep.
You could have escalated your case to the contacts we list on our site for Hyatt. But after so many attempts to resolve this on your own you wanted some help and came to us.
We normally wouldn’t take a case involving a dispute on points, but we believed that this was actually a specific contract breach rather than a basic points case, so we agreed to look into it. Our advocate asked you for a copy of your contract, which you provided.
It turns out that you had a choice of either 125,000 points or a $1,506 refund, and you chose the points. You also wanted to resolve this as quickly as possible because you had been waiting four months, and were trying to make a hotel reservation with the points.
Armed with your contract we reached out to Hyatt on your behalf. Shortly thereafter you received your 125,000 points. We hope you enjoy your upcoming vacation.