Reader Email: World of Hyatt Risk & Integrity Closes Member Account

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A LoyaltyLobby reader sent us an email about a regrettable situation with the World of Hyatt program.

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Note that the image for Grand Hyatt Bangkok Erawan above is only used for illustration purposes. The reader is not from Thailand, and the alleged actions didn’t take place at this hotel.

Here’s the email that the reader received from World of Hyatt Risk & Integrity:

We have determined that you have violated the World of Hyatt program terms. As a result, your World of Hyatt account has been permanently closed, and all points and awards have been forfeited.

As noted in our World of Hyatt terms, “Hyatt may immediately, without notice, limit or terminate your membership if you (i) violate these Terms or any other applicable additional terms or appear to be utilizing the Program in a manner inconsistent with these Terms or the intent of the Program. (iii) are suspected or found to be acting in an abusive or fraudulent manner or engaging in any conduct that artificially, improperly, or deceptively impacts the accumulation, use, or loss of points, awards, or membership benefits (including, without limitation, use of any “bot,” macro, or other automated means of participating in the Program); [or] (iv) attempt to transfer your account or any points or awards to another Member or a third party, except as expressly permitted by these Terms or with the express written permission of Hyatt.” (See Section III(b) of the Base Terms and Conditions at https://help.hyatt.com/en/hyatt-terms/world-of-hyatt-terms.html.)

Please note, as a result of the closure of your World of Hyatt account, all future reservations that are associated with your account and using awards or benefits will be converted to standard rates in 24 hours. Failure to cancel these reservations and not checking in could result in no-show penalties.

You are welcome to continue to stay at Hyatt hotels, but you may not participate with Hyatt’s loyalty program.

With regards,
World of Hyatt Risk & Integrity

Here’s the email in its entirety:

The email from World of Hyatt is very vague. If there had been a confrontation with the hotel staff, they would have banned the person from staying at any of their properties rather than simply closing/suspending his account.

We had a rather lengthy email conversation with the reader, who was not aware of any World of Hyatt rules that they had broken.

Due to Covid-19, most of the stays had been “staycations” with friends at one specific hotel that is very by the book based on my personal experiences there.

We concluded with the reader that Hyatt may have thought that he had checked in guests under his Globalist account without staying at the hotel by himself; that was not the case, according to him.

Contacting Hyatt has been fruitless as they keep sending the same email about the account closure.

Conclusion

So, what can the reader do? World of Hyatt has closed his account and banned participation in the program, although he is welcomed as a paying guest.

I believe that World of Hyatt is very vague on purpose.

How can they be sure what really has been going on at a specific property? Perhaps an employee or management team member has something against the member or one of his friends?

My professional advice would be to move on. Other hotel chains are happy to get the business.

If the reader wants to continue to stay at Hyatt hotels, my not so professional advice to a friend would be:

  • Open a WoH account in another country using a different address, email, and phone number.
  • Don’t use the same credit card that you have previously used with Hyatt, and also, don’t use the same phone or computer (due to matching MAC addresses) to access their website.
  • The reader has a very common name, and World of Hyatt cannot ban 1M+ people with that same name. I don’t recall Hyatt requiring birth dates for opening an account. Hotels may keep your passport information on file, however. I would not stay at the specific property ever again and use a different ID or passport in the future.

I know that there is a lot of wheeling and dealing going on with loyalty programs, and it is difficult for hotels and their programs sometimes to understand what is going on.  There are groups and forums where members quite openly swap and sell various awards.  I advise people to stay well away from this, as these “trades” do not always end well.

There are often cases with airlines when it comes to selling upgrade instruments and miles resulting in busted accounts.  Whatever the circumstances, I believe that this is the first case that I have come across with Hyatt terminating program participation.

Hyatt won’t tell us why they have closed the reader’s account or what they believe has taken place. I wanted to publish this as an exemplary case of what may happen when Hyatt thinks you have broken their loyalty program T&Cs.

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