Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sold (unit 48-C at The Residence Club at **********************************) and closed with the new owner on August 21, 2024. Received 3 bills with the third arriving today stating that I owe over 4k and $113 in late fees as the current owner. Contacted by email ***** ******* ********************** and general manager ****** ****** ******************************** without resolution. The bills keep coming and now how have late fees. I anticipate being sent to collections for a property I no longer own and no one seems to know how to update their owner list. It has been almost 3 months now since closing. Initially my account at ********************* showed no balance after closing but today when I logged in it shows delinquent.

  Business response

  12/02/2024

  Ms. ******, 

  I just left you a voicemail. I do show an active contract under your name. I would like to connect you with our title team, if applicable, to confirm the sale and what needs to transpire for the deed to be taken out of your name. 

  Please reach out to me when you have a chance.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy 

  Customer response

  12/03/2024

   
  Complaint: 22573799
  
  I am rejecting this response because I have talked to him but it has not been resolved. He confirmed the account is in my name and has not been updated from August 21, 2024 closing date. Upon his request I did send my closing statement and recorded deed (that shows new owner names and address) to him by email.  He was forthcoming on our call that he wasn't certain how to fix this issue. It remains unresolved but I believe he is working on it and will notify both of us upon completion of ownership update and closure of my account with no additional fees due and reflecting a zero balance.
  Sincerely,
  
  **** ******

  Business response

  12/10/2024

  Ms. ******,

  Thank you for taking the time to send me your documents and for connecting with me via phone. The team has confirmed that the contract has been moved out of your name. I will circle back to you via email with an update on the maintenance fees, so you have it for your records.

  Please feel free to reach out to me at any time. 

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer response

  12/11/2024

   
  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. Mr ***** ******* is an asset to his firm, resolution focused and a pleasure to deal with.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Despite reaching out multiple times, including a letter to Hyatt Headquarters and emails to ************** ****************** has informed me that there are currently no options available to exit my Hyatt ************* Ownership. While I appreciate that my interest to exit has been registered (according to them), it's incredibly disheartening to be left in the dark about when viable options will be available. I have always kept my fees current, yet I feel trapped in a cycle of paying endless fees with no clarity on a resolution. The high-pressure tactics used during the sales presentation made it difficult to decline, and now it seems there's no way out. I am calling on Hyatt ************* to provide clear and timely information on when and how owners like myself can exit our timeshare agreements. It's time for transparency and fairness in this process. I do not want to be trapped into this and only allowed out when Hyatt feels it is time. Since reaching out via mail to Hyatt, I have also reached out to the **************************. They informed me on October 1st that they reached out to Hyatt twice and no one responded. How upsetting to see this lack of response for owners who pay their fees.

  Business response

  12/04/2024

  Ms. ******,

  I apologize for your frustration. Our exit team is not a customer facing team. The majority of their communication, unless you are going through the exit process, is via email. 

  I can confirm you are registered with the exit team as of May 8, 2024. The team works on a first in first out basis. You are paid in full and have no money currently owed. With your next maintenance fee bill coming at the end of 2025, you have a good-sized runway to receive an offer to exit. I cannot guarantee you will receive an offer, but you are in a good position to receive one.

  We do want you to use the time you have paid for, and using your time will not impact your chances of getting an offer to exit. If you need me to have someone reach out to you to assist with usage while you wait for an offer to exit, please let me know.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've sent Hyatt a letter last month regarding the lies and immoral sales tactics they used to convince me to purchase a timeshare. I simply want them to respond to my letter (I sent it via certified mail, and no one is signing for it.) Can you please help me to get them to respond to this letter? I've attached it to this complaint.

  Customer response

  11/11/2024

  I just want this company to respond to my complaint. Why can't you help me with this? 

  Business response

  11/13/2024

  Ms. **** & Mr. *************** am sorry to hear about your frustration with your Portfolio Points ownership. I show you have been owners at *************** and **************** 

  Yes, your Portfolio points allow you a number of usage options within the Portfolio Program resorts, ********************** for exchange usage and even the World of Hyatt. I show the first usage year for your portfolio ownership is 2025. We are more than happy to have out team assist you with the usage of your owner benefits for vacation travel. 

  We do not have a cancel on demand option for your ownership contract. I have reviewed your owner documents and your right to rescind your contract is covered in multiple locations in your purchase documents. We allow you 10 days from the date of purchase to cancel your contract. There does not have to be a reason; you simply have to send in the request to cancel within that timeframe. 

  Your 1000 annual usage Portfolio Points allow you a number of excellent vacationing options. I am happy to have a member of our ************** team reach out and assist you both with the best practices for the effective use of your Portfolio Points. 

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

• Initial Complaint

  10/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My formal complaint to the BBB comes after I had already attempted to resolve this problem through the ***********************************. Unfortunately, filing a complaint with their office did not result in anything. My complaint involves my timeshare with Hyatt. Im attempting to facilitate cancellation of my timeshare contract in its entirety for a number of reasons. I have already made several attempts to resolve this through their service team support and flatly been refused exit services. They have done nothing to help at this time. They claim I am on an exit list to cancel and will notify me when that option becomes available. They suggested I can go into default to be out of my contract. What kind of company does that? My initial purchase was in 2012 and I followed that up in 2014 with an upgrade purchase. I still believed at that time in the potential benefits the timeshare could provide me. However, it quickly became apparent that those benefits were misleading and inaccurate. Over the last 12 years, I have had severe struggles making reservations for my timeshare, and when I have had the few chances to stay, the accommodations are a ***** contrast from what I was shown before I purchased. They manipulated me into their sales presentation, made false promises, and used coercive tactics into making this purchase. Hyatt has not delivered on the host of services I was told I would be receiving. 20 thousand dollars later and the increasing yearly maintenance fees have been wasted on this timeshare. I am currently experiencing severe financial difficulties and being stuck to this timeshare contract has only further increased my financial burden. I am simply looking for an amicable solution to this dilemma with Hyatt. However, the Hyatt do not seem to care about any of the deceptive practices they made, the struggles in order to use the timeshare and my personal distress. I hope the BBB can help and guide me in this situation. Thank you for your time.

  Business response

  10/14/2024

  Ms. ******, 

  I am sorry to hear of your dissatisfaction with your Platinum point vacation ownership. I have reviewed your records, and I show you originally became an owner with us in 2012. You chose to upgrade your ownership twice and currently own ******* annual usage Platinum points. 

  A review of your owner history shows a lot of contact in regard to using your owner benefits. I do not show any prior complaints or a mention of wanting to exit your ownership.

  Your owner history shows you have had consistent and continual usage of your owner benefits, with very good success. Since 2018 you have booked 17 vacations, averaging 2-3 vacations a year, with the exception of 1 vacation taken in 2024. Over the history of your ownership, you have used your owner benefits to book 21 vacations. 

  We do not have an option for you to simply cancel or walk away from your ownership contract. We do have an exit team, but the participatory parameters of that program require your owner obligations be paid in full. You have a balance that is owed on your promissory note. We are happy to help you with the usage of your benefits. our team can move your time in for exchange usage, so it does not expire and this also allows you 2 more years to use your time, once it is placed in for exchange. 

  Please feel free to reach out to me if you would like to discuss this further.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

   

  Customer response

  10/15/2024

   
  Complaint: 22394331
  
  I am rejecting this response because even though I used my points I am in financial difficulty. My last trip was March 2024.  I cannot use my points anymore due to financial strain. I do not trust **********************. They are a joke. I did roll over my points to them, but won't use them due to the same problems I have with the Hyatt, booking issues, no availability and extra fees. I have only been to Desert Oasis because it's the only one I can get into, but it's not the times I want, but go at terrible times so I do not lose my points. Same for the other properties, I can never get into *************, Tahoe etc when I want.  I contacted the support team 3x and they claim they put me on a exit list if one becomes available.

  Here are the emails:

  Email #1:

  On Friday, May 17, 2024 at 12:27:32 PM PDT, ***************** <***************************************************************************************************> wrote:

  Good day,
  Thank you for contacting ******************* at Hyatt ************* regarding your interest in exiting your ownership.
  Based on your recent correspondence, we have registered your interest to exit your Hyatt ************* ownership. At this time we do not have an exit offer for your ownership. We will contact you in the future, should an exit option become available. Unfortunately, we are unable to predict when that may occur. Alternatively, you can decide to work with an external broker, be cautious of working with anyone who requires money upfront. Ideally, you want to work with someone who collects their fees and commission at closing. We cannot recommend a broker to you.

  KAYMARI *****
  Manager II, Exit Services
  ***********************************
  HYATT VACATION OWNERSHIP

  Email #2:

  On Wednesday, July 10, 2024 at 11:49:38 AM PDT, ***************** <***************************************************************************************************> wrote:
  

  Good day *** ******,
  
  Currently, we do not have an exit option for these ownerships, meaning we are not buying or taking them back. You can try to sell the ownership externally. This option affords you the opportunity to set your own price and to begin the resale process at any time. We recommend that you avoid companies that ask for upfront fees. We have registered your interest to divest on May 17, 2024, so if an option becomes available (we start buying or taking them back), we will let you know. We cannot recommend a broker to you. If you should have any questions about the ownership usage, need copies of original purchase documents, or have questions about fees owed, please contact ************** at, 1-800-GO-HYATT.
  
  ***** *******
  Manager II, Exit Services
  ***********************************
  HYATT VACATION OWNERSHIP

  Email #3

  From: "*****************" <***************************************************************************************************>
  To: "***** ******" <*******************************>
  Sent: Tue, Jul 16, 2024 at 9:30 AM
  Subject: RE: [EXT] Timeshare exit 1067497

  
  Good day,
  Unfortunately, we cannot assist you with exiting since we currently do not have an exit option or hardship program. Exit options, if any, are at the discretion of the company and can change at any time without notice. As previously advised, we have registered your interest, and we will contact you if an exit option becomes available. If you cannot afford the payment, your account will be in default. Please contact ************** to learn more about the default process. You can pursue exiting on the external market. We cannot recommend any external brokers as we have no way of monitoring them. When researching an external broker, we recommend you do not give money up front, commission or fees should be paid after the transaction completes.
  
  KAYMARI *****
  Manager II, Exit Services
  ***********************************
  HYATT VACATION OWNERSHIP

  So what kind of legitimate company suggests I default? That is disgraceful. Are you serious?? Absolutely unacceptable to ruin my credit that would affect my job. In addition, the time share it is not worth anything to sell it. Look on **** and people are selling them basically for nothing as they are useless. Basically Hyatt just keep repeating themselves to me. No hardship or exit program, but I am on some "imaginary list" that they have registered my interest to exit. I continue to make my monthly payments and it is causing extreme distress mentally/financially. I am at the mercy of your unacceptable practices, the exit team are robotic and send the same email response over and over.

  I would like to know what amicable solution we can come up with because the one you are offering is NOT ONE I WILL ACCEPT UNDER ANY CIRCUMSTANCES.

  Thanks,

  ***** M. ******
  
  

  Business response

  10/24/2024

  Ms. ******,

  I am sorry to hear about the financial challenges you are experiencing. We do not have a hardship cancellation option for your ownership contract.

  I do show you are registered with the exit team, as of May 17, 2024. That team simply registers owners and then reaches out to those owners when they get to their spot on the registration list and makes the owner an offer to exit. The challenge for you is you are not qualified to receive an offer. The participatory parameters of the exit team program require that all owner obligations are paid in full to receive an offer to exit. If the exit team comes to your name on their list, they will bypass you and go to the next name, due to your contract not being paid in full.

  I do understand you are having some financial challenges. We do want to help you if we can. As mentioned previously, our ************** team can move your Platinum points into ********************** to extend the usage of the points for up to 2 years if you think that will help. We want to make sure you are able to use the points you have paid for and give you time to use them, so they do not expire. Our *** team also help. They have the option of allowing your up to 10 payments to pay your VOA Dues. This may ease the burden of trying to come up with the full amount at one time.

  Please feel free to reach out to me with any questions or if you would like to discuss this further.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer response

  10/25/2024

   
  Complaint: 22394331
  
  I am rejecting this response because: I was told in the email I was placed on your exit list and was not explained at that time the timeshare needed to paid in full. I was told there is a hardship program and I could default.  Whot **** someone to default??? All I receive from your company is less than truthful responses that repeat themselves with no resolutions.          As for the VOA's, they go up every year and are ridiculously high for the poor shape of some of the properties and unable to book when I want to. I have rolled over my points to ********************** and have the same problem as I have with getting into my time share. ******** has fees and blackouts and are awful to deal with. We just keep repeating the same issue. I do not want to drag out my VOA fees in monthly payments as a fee is tacked on for that. Subsquently, the VOA's become even higher and you are taking more money from me.

  Your business practices are unacceptable, the company is not willing to help owners and continue to take more money from the owners who were told false promises.

  Sincerely,

  ***** ******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We are writing to file a formal complaint against **************** due to significant issues with our timeshare account and the company's lack of responsiveness to our repeated correspondence.Our longstanding loyalty to **** Resorts holds little value, as our attempts to communicate and resolve our issues have been largely ignored.Due to a recent life altering medical diagnosis, we are facing substantial medical bills and ongoing medication costs that have left us unable to utilize or financially support our timeshare.We have attempted to reach out to **** Resorts' representatives to find a solution for relinquishing the timeshare. We have been bounced back and forth between the exit service team and the owner service team without any clear resolution. This lack of cooperation and communication between departments is both frustrating and disheartening.Given that our timeshare is akin to a real estate contract, we believe there must be a feasible way to return the property to **** Resorts, similar to surrendering a mortgaged property in cases of financial hardship. We urge **** Resorts' to demonstrate compassion and practicality by working across their departments provide us with a viable resolution.This matter is of utmost urgency due to our medical and financial circumstances, and we sincerely hope for prompt action from ****************. We eagerly await a response and a proposed solution to this distressing situation.Sincerely,******* & **** *****

  Business response

  10/22/2024

  Mr. & Mrs. ************** am sorry to hear about the challenges you are facing. I can confirm you are registered with our exit team. I also show you just paid off your 2024 VOA Dues, which will makes you eligible to receive an offer to exit from that team. 

  I left you a message today. Please reach out to me directly to discuss this in further detail, if needed.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer response

  10/24/2024

   
  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

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Despite multiple attempts to communicate our issues, there has been a significant lack of action or resolution. One of our primary concerns is the unfair amount of price we are being charged, which has far exceeded our expectations and the value provided. We have faced consistent barriers when attempting to book a vacation, which evidently defeats the primary purpose of our membership.We have attempted to raise our grievances on numerous occasions only to be met with a standard response that our "interest has been registered. However, we are still trapped within an ownership situation that we no longer wish to be part of.

  Customer response

  09/23/2024

  Hello,

  I faxed the Authorization form to the provided number, ************ on Wednesday, 9/11/2024.    It was sometime after 3pm CT, but before 4pm CT.    The copier sounded as if it connected.

  I have attached a photo of the document faxed.   

  Please advise if this can be reopened.  Do I need to also mail the document.    Or what the next step needs to be.   

  Thank you,

  ***** Bank

  ************

  Customer response

  09/24/2024

  The last interaction/communication I had with HVC was on August 8, 2024 via email.   It was with HVC Exit Services.    Kaymari *****. .   

  Customer response

  09/24/2024

  i also see that my daytime phone is showing incompleted.    missing the last digit.    it is ************.      that can also be added as my evening phone.

   

  Business response

  10/07/2024

  Mr. Bank,

  I am sorry to hear of your frustration with your ownership. I do not show a prior complaint in regard to your ownership filed with our team. When I review your owner notes, I do not see a lot of contact over the past 2 years in regard to using your owner benefits. 

  I can confirm for you that you are registered with our exit team. They work on a first in-first out basis. One of the hurdles you may be facing is you are in a payment plan for your VOA Dues. If the team comes to your spot on the registration list and you have monies owed, they will bypass you and go to the next name. It is important you pay your VOA Dues in full. We do want you to use the time you have paid for, and our ************** team can help you with the usage of your owner benefits while you wait for an offer to exit.

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer response

  10/15/2024

   
  Complaint: 22260856
  
  I am rejecting this response because:

   

  Hutch, 

  
  Thank you for your response. However, my records clearly indicate that I have been in communication with ***** and Kaymari from your team, and I have received responses to my emails. This invalidates any suggestion that my messages have gone unnoticed or unattended. If the issue was that money was due, why would neither ***** nor Kaymari simply say that and save all the trouble?

  
  It was my understanding that my dues were to be deducted via autopay on October 15th. As of today, there is no outstanding balance on my end. Therefore, there should be no financial hindrance in proceeding with my request. As a customer, I feel it is unjust to be kept in a bind, while waiting indefinitely for your institution to release me.

  
  Again, my current stance is one borne out of careful consideration; there are no mutual benefits in preserving this relationship. Your program does not work for me. I find my resources could be better utilized elsewhere and as such, I hope you understand the urgency and importance of my request to terminate my account.

  
  I kindly insist on your prompt action and urge you to close my account within this year.

  
  Thank you.
  
  Sincerely,
  
  ******* Bank

  Business response

  10/21/2024

  Mr. Bank, 

  Our records show you paid your 2024 VOA Dues on October16, 2024. Thank you for getting them paid. 

  Our exit team does not reach out to owners if they owe VOA Dues, they simply go to the next person on their list. They are a processing team not an outbound call team. With the balance you had owed on your VOA Dues until it was paid 5 days ago, you were not eligible to receive an offer to exit from our exit team this year. 

  While your 2024 dues have now been paid that does not mean you will get an immediate offer to exit your ownership. Our exit team typically does not issue offers to exit when *** bills go out.

  I believe the next round of offers will be to take over any VOA Dues effective in 2026, when they go out. What that means for you is you will have to pay your 2025 VOA Dues if you are invoiced. Please pay them in full. This will give you the best odds of getting an offer to exit your ownership next year. 

  I am happy to connect to discuss this further, if needed.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

  Customer response

  11/19/2024

  Complaint: 22260856
  
  I am rejecting this response because:
  
  
  Hutch,
  
  Thank you for your recent communication. However, I feel the need to express some frustration with your response. Despite having already paid my 2024 *** dues, I have no interest in continuing to use my timeshare and am eager to explore cancellation options right away.
  
  Are you saying we will not get an offer to exit until 2025 or 2026? If that is the case, what assurances do I have that this will not turn into a continual cycle of you asking for more payments and putting off any kind of cancellation? The prospect of waiting until a later date and potentially incurring more costs is unacceptable to me.
  
  I am requesting information on how I can proceed with canceling my timeshare immediately. If you are unable to assist with this matter, please direct me to someone who can provide the necessary guidance and support.
  
  Thank you.
  
  Sincerely,
  
  ******* Bank

  Customer response

  11/19/2024

  Complaint: 22260856
  
  I am rejecting this response because:
  
  
  Hutch,
  
  Thank you for your recent communication. However, I feel the need to express some frustration with your response. Despite having already paid my ************************************ continuing to use my timeshare and am eager to explore cancellation options right away.
  
  Are you saying we will not get an offer to exit until 2025 or 2026? If that is the case, what assurances do I have that this will not turn into a continual cycle of you asking for more payments and putting off any kind of cancellation? The prospect of waiting until a later date and potentially incurring more costs is unacceptable to me.
  
  I am requesting information on how I can proceed with canceling my timeshare immediately. If you are unable to assist with this matter, please direct me to someone who can provide the necessary guidance and support.
  
  Thank you.
  
  Sincerely,
  
  ******* Bank

  Business response

  11/19/2024

  Mr. Bank,

  There is not an option for you to cancel your ownership contract on demand. You are registered with the exit team. They work on a first in-first out basis, making offer to owners who are qualified to receive an exit option. To be able to receive an offer to exit all of your owner obligations need to be paid in full. Your 2024 VOA Dues were paid in full as of 10/24/24. I do show you have set your 2025 maintenance fees to be paid via a quarterly payment plan during 2025. 

  My suggestion is you pay your 2025 maintenance fees in full.  The reason for this is if they come to your name on the exit list and see that you owe money, and you will owe money until the last scheduled payment is made on 10/15/2025, they will bypass you and go to the next name on the list. Not having those fees paid in full also gives you a very small window to receive an offer to exit if your window is 10/16/25 thru 12/31/2025. Paying your maintenance fees in full now gives you all of 2025 to receive an offer to exit from the exit team. We do want you to use the time you have paid for, and our ************** team can help you with booking into our Platinum Point resort locations or they can place your time in for exchange with Interval International. 

  You are correct, I cannot guarantee you will receive an offer to exit in 2025. I firmly believe having your maintenance fees paid in full now for ************************************************************* 2025, so you do not have to pay maintenance fees in 2026. 

  Please feel free to reach out to me with any further questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy 

   

  Customer response

  11/27/2024

   
  Complaint: 22260856
  
  I am rejecting this response because:

  Hutch,

  Youve mentioned a few times that youd be open to speaking further, and Id like the opportunity to connect directly with you regarding your last response. Please share your contact information so that I can give you a call.  I would appreciate a direct number so as not to have to get passed around by multiple people.
  
  Sincerely,
  
  ******* Bank

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are Hyatt timeshare owners and have requested to exit the program in the past. We only get our points in odd years. For 2025 we chose the option to convert our timeshare points to World of Hyatt Bonus Points (on 1/12/2024) since the desirable Hyatt timeshare properties are never available at a time that we can travel. The Bonus Points allow us to book hotels and the like. They made us convert our 2025 timeshare points in 2024. I thought we had to wait until 2025 to use the Bonus Points so we have not used any.Hyatt ********************************* emailed me on 8/30/2024 and said that we could relinquish our timeshare at no cost. I accepted the offer but was later told that we have no points to relinquish (given the conversion to Bonus Points). They advised me to call 1-800-GO-HYATT and ask them to reverse the conversion. I called on 9/2/2024 and was told that it's irreversible; I asked for a supervisor (***** *.) and he said the same. I found it hard to believe that they couldn't accommodate so I asked to talk to his leadership. He promised to call back within 48 hrs.I received a call from ***** *. today 9/4/2024 and he said he talked to leadership and they cannot reverse the conversion. His leadership refused to talk to me personally. I believe it to be a policy issue and not a system issue. My problem is that they offered to let us exit and now they're holding us hostage for something that could be easily reversed. We don't enjoy the program any more because no desirable properties are ever available when we can travel (our children are in middle school). Now they're making us stay and we'll have to pay more than $2000 for the 2025 dues. We haven't used the Bonus Points so I just want them to take them back and let us exit. I hope you can help. Thank you.

  Business response

  09/06/2024

  Mr. ******, 

  I can confirm for you there is not an option to reverse the conversion of your Platinum points into World of Hyatt points. Once the transaction is made the conversion is permanent, it is not reversable. I show you converted your 2025 usage year Platinum points into World of Hyatt points in January of 2024.

  The decision to convert your 2025 usage year points has to be made prior to January 1, 2025. Yes, if your 2025 usage year Platinum points have been converted into World of Hyatt points, they have been used. You will need to pay the *** Dues for the 2025 usage year for your Platinum points when that bill is issued, because the 2025 usage year points have been used. 

  I do show you are registered with our exit team. That is where you want to be. They are working through their list of registered owners. 

  Please feel free to reach out to me with any questions.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer response

  09/06/2024

   
  Complaint: 22239174
  
  I am rejecting this response because I have not used any of the World of Hyatt points that we converted in Jan 2024. It was my understanding that they couldnt be used until 2025. Plus your rules stipulate that they must be converted prior to the year theyre awarded.  If they werent available then why did you offer the exit to me last week?
  

  The solution I propose is fair - take the points back and allow us to exit this year. 
  
  Sincerely,
  
  ****** ******

  Business response

  09/13/2024

  Mr. ******, 

  Our team should have not made you that offer; they made an assumption that your 2025 usage year points had not been used. When the team found out your points for 2025 had been used, the offer was withdrawn.

  There is not an option to unwind your conversion of your 2025 usage year Platinum points into World of Hyatt points. Once you make the decision to convert your Platinum points into World of Hyatt points, it is not reversable. The earliest you will be able to exit your ownership contract is in the usage year of 2026. 

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

  Customer response

  09/28/2024

  I answered the day I received their response that I was not satisfied - the ball was in their court to respond, not mine. They need to take back the points and allow me to exit this year. 

  Customer response

  10/03/2024

  Hi. I never received a notification of the second reply. I still dont accept it - we receive our points every odd year so the next available time is 2027.  

  Customer response

  10/15/2024

  I dont accept their solution - its the same story. We exchanged our points to Hyatt so they wont allow us to exit the timeshare.  We havent used said points - Hyatt says they cant take their points back but I find it hard to believe they arent able to accommodate. It aint an unreasonable request. The only acceptable solution is for them to take the points back and allow us to exit. Please let me know if you have any additional requests. 

  Customer response

  10/16/2024

  I answered the day I received their response that I was not satisfied - the ball was in their court to respond, not mine. They need to take back the points and allow me to exit this year. 

  Business response

  10/16/2024

  Mr. ******, 

  There is not an option for you to simply exit your vacation ownership contract on request. You have used your 2025 usage year points, and we have advised you that the transaction you made is not reversable. Once your Platinum points are converted to World of Hyatt points, they have been used.

  You are not eligible to receive an offer from our exit team until they start to take back ownerships for the usage year of 2026. Please make sure your 2025 maintenance fees are paid in full when you receive your bill in the near future. Having them paid in full will make you eligible to receive an offer to exit when the exit team comes to your name on their registered list. As an odd year owner, you will have 2025 and 2026 to receive an offer from our exit team, without having to pay any additional maintenance fees, after your 2025 maintenance fees are paid. This allows you a pretty good-sized window to receive an offer to exit. 

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer response

  10/17/2024

   
  Complaint: 22239174
  
  I am rejecting this response because I think its ridiculous that you cannot reverse the points and allow us to exit now. 
  
  Sincerely,
  
  ****** ******

  Customer response

  10/24/2024

  The two options are that the business answered and Im dissatisfied OR the business answered and I have not responded. I want to make it clear that its the former - Ive answered. I dont accept their answer and Ive stated this several times.

   

  Regards.  

*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. ↩