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Category: Hotels

  • Is a Massive World of Hyatt Devaluation and Dynamic Pricing on the Horizon?

    Is a Massive World of Hyatt Devaluation and Dynamic Pricing on the Horizon?

    In the ever-evolving world of hotel and airline loyalty programs, one program has stood as a beacon of consistency: World of Hyatt. As other major hotel chains switched to fully dynamic award pricing, Hyatt remained the last stronghold with its steadfast award chart, and a consistent dedication to its members and good customer service. As a Hyatt Globalist member, their program has been the only one I’ve ever participated in where “loyalty” truly feels like a two-way street; it’s a relationship built on trust, and they’ve simply always done right by me. There’s a lot to be said for that. However, recent developments have raised questions about the future of Hyatt’s award program. Could a massive devaluation and a shift to dynamic pricing be imminent? Let’s take a closer look.

    Hyatt’s Mini-Dynamic Shift
    Last year, Hyatt introduced a “mini dynamic” element to its award pricing by adding peak and off-peak redemption rates. While this signaled a shift away from the traditional fixed-price award chart, Hyatt managed to keep the number of nights classified as peak to a relatively fair percentage. This was a commendable effort, especially when compared to competitors like Hilton, whose dynamic pricing turned Hilton Honors points into the SkyPesos (SkyRubles?) of the hotel industry. Even with Hyatt’s changes, there are still plenty of opportunities to get outsize value out of your Hyatt points; just maybe not as plentiful as in 2021.

    Hyatt’s Relative Stability
    Despite the rapidly changing travel landscape in the wake of the COVID-19 pandemic, Hyatt has remained relatively steadfast in its loyalty program structure, while airlines and other hotel chains have largely devalued their programs to varying degrees, possibly to get liabilities off the books in the wake of COVID-induced financial losses. In the world of loyalty programs, prolonged periods without significant changes often foreshadow impending upheavals on the horizon.

    Signs of a Transition
    Several signs suggest that Hyatt may be on the brink of fully embracing dynamic pricing:

    • The introduction of peak and off-peak pricing in 2022 marked the beginning of this shift, signaling that Hyatt isn’t fully opposed to the concept of dynamic pricing.
    • Hyatt’s once simple award chart has now evolved into three separate charts, each with its own quirks (and of course, separate columns for peak, standard, and off-peak dates).
      • The original hotel award chart with numeric categories 1-8, where some properties, like Park Hyatt Paris Vendome, have moved up to category 8 for the first time. While category 8 isn’t technically a new category, it has historically been reserved for partners like Small Luxury Hotels of the World (SLH); only recently has Hyatt elevated any of its own properties to this category.
      • An all-inclusive award chart using lettered categories A-F, which also specifies pricing for additional guests.
      • Yet another award chart for Miraval resorts, based entirely on room type rather than any form of category system.
    • The addition of “Homes and Hideaways,” a short-term home rental platform similar to Marriott Homes & Villas and Airbnb. While earning & redeeming Hyatt points for home rentals sounds intriguing, it raises questions about how these unique accommodations fit into a traditional award chart. My guess? They won’t, and Hyatt likely never planned on that.

    The complexity of managing these multiple award charts and the introduction of Homes and Hideaways might indicate a transition away from fixed award charts to fully dynamic pricing. The award charts are just getting too messy and complex, which to me begs the question of not if, but when Hyatt will give up on adding additional layers of complexity and go all-in on dynamic pricing.

    Hyatt’s New Reservations System
    Keen observers have noted that Hyatt’s pending shift to the SABRE Global Distribution System (GDS) could play a pivotal role in facilitating a transition to a fully dynamic pricing model. This move to a more sophisticated and adaptable GDS system could provide Hyatt with the technological infrastructure needed to efficiently manage and update award pricing in real-time, enhancing the feasibility of dynamic pricing implementation. As the hospitality industry continues to evolve, this technological upgrade may indeed be a key component in Hyatt’s potential shift toward a more punitive flexible award pricing structure.

    The Fate of Category 1-4 Free Night Certificates
    If Hyatt were to adopt fully dynamic pricing, it raises questions about the fate of Category 1-4 (and Category 1-7) free night certificates. A likely outcome could be fixed cap on the value (in points) of each certificate, similar to what Marriott Bonvoy does with certificates. Marriott’s certificates tend to be capped at 35,000 points; however, as Hyatt points are much more valuable, it’s likely the caps would look more similar to today’s categories 4 and 7, respectively (the question is: will they follow standard or peak?).

    When Can We Expect These Changes?
    Historically, Hyatt has made category changes and devaluations every March, rarely straying from this pattern. While dynamic pricing may not be the most welcome change, we can hope that Hyatt, known for its fair practices and consistency in treating its members well, will implement it in a more equitable manner than some of its competitors.

    While Hyatt has held its ground as the last major hotel chain with an award chart, recent developments suggest that change may be on the horizon. As we move forward, it’s essential for Hyatt loyalists to keep a close eye on developments – and perhaps a speculative booking or two wouldn’t hurt, either.

  • Hilton CEO Thinks Towels Are Guests’ Top Concern

    Hilton CEO Thinks Towels Are Guests’ Top Concern

    Hilton’s fearless leader, Chris Nassetta, recently took the stage at the Fast Company Innovation Festival in the bustling heart of New York City. What pearls of wisdom did he drop for the eager audience? Brace yourselves; it’s about towels.

    Yes, you read that right. Nassetta declared that the number one gripe among Hilton guests isn’t subpar breakfasts, noisy neighbors, gutted elite benefits, or rooms that could use a visit from the cleaning fairy. Nope, it’s the towels. Apparently, Hilton’s CEO believes that towels are the key to world-class hospitality. Well, color me surprised.

    In his discussion on Hilton’s “back-to-basics hospitality,” Nassetta shared his profound insight that even with all the fancy amenities and tech-savvy gadgets, guests will walk away disappointed if their basic needs aren’t met. Revolutionary, right? He goes on to explain, “The really important big trend is the same old, same old, which is people—what you guys want. You want it done maniacally well, consistently, with high quality, and in a friendly way.” Well, Chris, the only thing you’re doing “maniacally well” is selling guests on your competitors’ programs.

    Now, before we dive headfirst into Nassetta’s fascinating revelation, let’s take a moment to reflect. It seems that Nassetta might be living in some parallel universe where Hilton’s service matches his rhetoric. Or perhaps Mr. Nassetta hasn’t had the pleasure of staying in one of his own hotels recently.

    While Nassetta’s emphasis on getting the basics right is commendable, Hilton has fallen behind the competition in delivering on this promise, especially since the pandemic struck. Even Marriott, a brand notorious for questionable customer service following the implementation of the Bonvoy program in 2019, seems to outshine Hilton in terms of providing good service. Disillusioned Marriott loyalists have even turned “Bonvoy” into a verb! Yet, Hilton somehow manages to lag even further behind.

    It’s a classic case of talking the talk but not walking the walk. Many domestic Hilton properties have suffered from deferred maintenance and lax housekeeping under Nassetta’s leadership, resulting in rooms that are far from pristine. The decline in customer service quality at Hilton over the past few years has been disheartening; while it’s true that their competitors have also declined in this arena since the pandemic, it seems to be especially pronounced at Hilton.

    But hey, credit where it’s due: the towels have been quite nice during my last few Hilton stays, and there’s been no shortage of them. So, there’s that. While Nassetta might think that towels are the crux of the matter, it’s high time Hilton focuses on more than just fluffy white linens and works on nailing all the basics.

  • What’s the Deal With Hilton & Late Check-Out? My Bizarre Experience

    What’s the Deal With Hilton & Late Check-Out? My Bizarre Experience

    As the world reopened from COVID-induced shutdowns, my hotel loyalty has largely shifted away from Hilton, a chain I once held in high regard. Having transitioned most of my business to World of Hyatt and keeping Marriott Bonvoy as my backup program, I allowed my Hilton Honors Diamond status to lapse, though I still maintain Gold status through AmEx (offered on cards like the AmEx Platinum and Hilton Honors Surpass Card). A large driver of this is the huge deterioration in service, including (but not limited to) changes in benefits such as upgrades, breakfast, and late check-out.

    While the Hilton Honors program is iconic, having even been a centerpiece in the movie Up in The Air, gone are the days where the benefits are competitive amid rival programs. While Hilton Honors was never the best, pre-pandemic, it at least used to have some unique strengths. A points & miles beginner could grab a Surpass card for $95 and, considering the modest annual fee, extract a ton of value and benefits out of it. Nobody is rationally expecting pre-COVID standards of service to ever return – if you haven’t seen the popular 2009 movie since the pandemic, go re-watch it now and think about how ancient and distant times like that seem. However, competitors like Hyatt, Marriott, and IHG seem to have coalesced around a permanent “new normal,” while Hilton seems to be stuck in late 2021.

    However, my recent experiences have uncovered another aspect of Hilton’s service that has taken a turn for the worse—their stance on late check-out. During the pandemic, Hilton quietly removed late check-out from its list of published benefits, even for Diamond members. Hilton’s website now provides a vague statement: “Policies vary by location. Visit the hotel’s website to find out whether late check-out is available and if fees apply.” (Interestingly, I’ve yet to find an individual Hilton property that spells out their policy online.)

    This means that even Hilton’s highest-tier elite members are left at the mercy of individual franchisees when it comes to late check-out. In the pre-pandemic era, securing a late check-out at any Hilton property was usually relatively easy, even for those without elite status (though to be sure, even in the good ol’ days, they were still relatively stingy on how late that checkout could be). Now, it often requires persistence, and at times, it’s simply denied.

    What sets Hilton apart, and not in a good way, is that it’s now the only one among the four major hotel chains that does not offer late check-out as a published benefit to at least mid-tier elite members. Marriott Bonvoy offers Gold Elite members a 2pm check-out, subject to availability. World of Hyatt extends this privilege to even entry-level Discoverist status members. Higher-tier members with Marriott and Hyatt can get 4pm, and Marriott Ambassador members can get even later! Surprisingly, IHG, a brand not typically associated with robust program benefits, offers a 2pm checkout to everyone who signs up for their complimentary IHG One Rewards program, regardless of elite status or lack thereof. Meanwhile, Hilton officially offers nothing.

    My most recent encounter at a Hilton Garden Inn property is a telling example of this shift in policy. While one might temper expectations at a select-service brand like HGI, there’s still a basic level of service one expects from the Hilton brand – and outright denial of my late check-out would have been a better experience than the very bizarre runaround I was given at this property.

    The day before check-out, I politely approached the front desk to inquire about a late check-out, only to be met with hostility from the front desk agent (really, all the staff at this property were borderline hostile for some reason), insisting that I check back in the morning. The front desk agent mumbled some nonsense about needing to check occupancy factors; meanwhile, this same hotel had ended breakfast early that day with no notice due to… wait for it… low occupancy factors! I had a late night ahead of me, and my intention was to sleep in the following morning; waking up early to engage with the front desk defeated the purpose here.

    On the morning of my departure, I called the front desk to request a 2pm check-out. After some back-and-forth with an uncooperative agent, we met halfway and agreed on 1pm. However, it didn’t end there. Housekeeping knocked on my door a full 25 minutes before the published check-out time of 11am. Though it’s not unusual to receive such knocks during a late check-out scenario, I’ve never had this happen prior to the hotel’s published check-out time. When I explained the situation to the housekeeper, she replied that the front desk relayed to her that the room across the hall had a 1pm check-out, but not me; strangely, that room had a sign on the door warning not to enter, as an ozone machine was in use (likely to remove tobacco odors from a previous guest). When I politely pointed out to the housekeeper that room in question likely wasn’t occupied at all, she relented.

    Just when I thought the experience couldn’t get any more bizarre, at 12:40 (20 minutes prior to the agreed check-out time), the in-room phone rang. It was the front desk, inquiring if I intended to pay for another night, since I hadn’t yet vacated my room. While I’m not 100% sure, the voice on the other end sounded very similar to that of the individual I had spoken to earlier about securing the late check-out. This was quite a bizarre experience, and frankly, I’d have been left with a better taste in my mouth had they just outright refused my request vs. giving me the runaround I was given.

    All in all, my recent encounters have left me wondering about Hilton’s changing attitude towards late check-out. In a world where its competitors are extending this courtesy even to entry-level elite members (or in IHG’s case, anyone who takes 60 seconds to register for their free rewards program), Hilton’s silence on the matter is deafening. As a brand that once prided itself on elite benefits, Hilton appears to be falling behind in the race for customer satisfaction and loyalty. And if late check-out is something that’s important to you, you might just consider taking your business elsewhere.

  • Super Original: Hyatt Launches Vacation Rental Platform

    Super Original: Hyatt Launches Vacation Rental Platform

    Hyatt is dipping its toes into the vacation rental market with the launch of “Homes & Hideaways by World of Hyatt.” It seems like everyone wants a piece of the short-term rental pie these days, and Hyatt is no exception. While I doubt many people are shocked by this move, it’s worth taking a closer look to see if it’s anything to get excited about.

    First things first, let’s break down what we know. The platform is set to launch soon, but Hyatt is keeping most of the details under wraps for now. What we do know is that World of Hyatt members will be able to use their points for stays at these vacation rentals and even earn elite nights. As for the specifics of the benefits and redemption rates, we’ll have to wait a bit longer for those details to emerge.

    Hyatt’s pitch here is all about flexibility. They want to cater to the diverse needs of their guests, particularly Millenial and Gen Z guests who tend to favor peer-to-peer home rentals over traditional hotels, by offering a range of premium vacation rentals. Initially, the focus will be on leisure destinations in the United States, including popular destinations like Hawaii and Colorado, but there are plans to expand globally down the road.

    Amy Weinberg, Hyatt’s SVP of Brand, Loyalty, and Data, talks a big game about this development, saying they’re committed to providing accommodations that go beyond their hotels. She mentions catering to large families and remote workers looking for extended stays. Sounds promising, but we’ll have to see if they can deliver on these promises.

    “We are committed to evolving access to the type of accommodations World of Hyatt members are seeking that go beyond our hotels – from a large family who travels together or guests looking to work from anywhere for an extended period of time. Homes & Hideaways by World of Hyatt brings a unique collection of curated homes which increases Hyatt’s home offerings and expands new ways and new places where we can extend care to members.”

    Amy Weinberg, SVP of Brand, Loyalty, and Data

    Now, let’s put this in perspective. Hyatt isn’t the first hotel group to venture into the vacation rental space. Marriott has its own “Homes & Villas by Marriott” platform, and it’s been around for a while. So, Hyatt is playing catch-up here, and they’re likely hoping to capture a piece of the pie.

    But let’s be real for a moment. Don’t expect this to be a game-changer or a haven of luxury. In all likelihood, many of these vacation rentals will just be properties you could find on Airbnb or Vrbo but listed in yet another place. And while earning and redeeming points is a nice touch, don’t expect this to be a groundbreaking deal. Additionally, with many popular locales beginning to adopt ordinances against short term rentals, one has to wonder if Hyatt is launching this platform just as the bubble is bursting on home rentals.

    It’s good to see Hyatt trying to adapt to changing travel trends, but we should approach this with a healthy dose of skepticism. We’ll keep an eye on how “Homes & Hideaways by Hyatt” unfolds and whether it can truly compete in the vacation rental market. In the meantime, if you’re looking for a vacation rental, you might want to stick with the tried-and-true options until Hyatt proves itself in this new arena. (h/t One Mile at a Time)

  • Vegas in Turmoil: MGM Cyberattack Unleashes Chaos on the Strip

    Vegas in Turmoil: MGM Cyberattack Unleashes Chaos on the Strip

    In a city where chaos often feels like the norm, the recent cyberattack on MGM Resorts has taken the chaos in Vegas to a whole new level. As the outages drag into their fourth day, it’s not just the cyber angle that’s causing concern; it’s the mayhem unfolding on the ground that’s truly disrupting the Vegas experience for many.

    Behind the scenes, the roots of this chaos trace back to a crafty social engineering attack against MGM’s helpdesk. The attacker, armed with little more than publicly-available employee info from LinkedIn, managed to socially engineer their way into the company’s systems. While most headlines are fixated on the cyber aspect, the real-world repercussions are nothing short of dramatic.

    First and foremost, the MGM app has gone dark. This means that making changes to existing reservations or creating new ones has become an exercise in frustration. Checking in? Well, don’t expect the convenience of digital keys either. Those shiny digital keycards are worthless now, and it’s not currently possible to get a new or replacement MGM Rewards player’s card, either.

    The chaos doesn’t stop there. Credit card processing has been hit or miss, with a surprising number of restaurants and retail outlets accepting cash only. It’s a stark reminder of how reliant we’ve become on digital transactions. If you’ve ever handed over your credit card details to MGM or possess an MGM Rewards credit card, it’s advisable to keep a close eye on your statements in the coming days and weeks. Those pesky hackers might confirm your card’s validity with tiny charges of one to a few cents.

    While the chaos is consistent across all MGM properties, there are some inconsistencies too, adding an extra layer of confusion. Some guests are finding it impossible to check in if they haven’t already done so. Others can’t get their keycards to work or obtain new ones, leading to long lines and security escorts back to their rooms.

    Now, let’s take a quick look at the unconfirmed reports flooding in from the (unofficial) MGM Rewards Facebook group. At Mandalay Bay/Delano, handwritten lists of guests checking in are reminiscent of a bygone era. People are being assigned to occupied rooms, creating all sorts of awkward encounters. The shortage of physical keycards with digital keys out of commission is limiting guests to just one per room. On the casino floor, only about a third of the slot machines are operational, and player’s cards might as well be playing cards.

    Meanwhile, the Bellagio is taking credit cards manually, and room charges within the Bellagio itself seem to be functioning smoothly. However, cross-charging between properties is a different story altogether.

    Allegedly, MGM has also called in corporate staff from headquarters to come out to resort properties and help manage the chaos. While this is the right move, it remains to be seen if this will be enough to help stem the bleeding as a result of this cyberattack.

    Of course, MGM has made headlines recently as a result of their breakup with Hyatt and new partnership with Marriott Bonvoy. Many details of the new partnership remain unknown, and I imagine finalizing those details isn’t exactly something that’s top-of-mind at MGM HQ right now.

    As the chaos in Vegas rages on, the true extent of the impact remains uncertain. For now, those in Sin City are left to navigate a world where technology has taken a back seat, and old-fashioned methods are making a comeback. In a place known for its extravagance and digital dazzle, it’s a stark reminder of just how fragile our digital world can be when faced with a well-executed cyberattack. Vegas, it seems, is dealing with a different kind of high-stakes game this time.

  • Hyatt’s Q4 Bonus Journeys Promo: A Mild Offer for a Busy Travel Season

    Hyatt’s Q4 Bonus Journeys Promo: A Mild Offer for a Busy Travel Season

    If you’re a loyal Hyatt enthusiast, you’ve probably got your sights set on their latest promotion, the Q4 Bonus Journeys. As the year winds down, Hyatt is offering a chance to score some extra points for your stays. Let’s dive into the details and see if this promo is worth your while.

    The Basics: Earn 3,000 Bonus Points for Every 3 Nights

    From October 6 to November 30, 2023, Hyatt is running the Q4 Bonus Journeys promotion. The concept is simple: for every three nights you stay at a participating Hyatt property, you’ll pocket an extra 3,000 bonus points. It’s a straightforward offer that can add some extra points to your World of Hyatt account.

    Extra Perks for Cardholders

    Now, if you’re a World of Hyatt cardmember, whether you have a personal or business card, there’s an added layer of icing on the cake. You can potentially snag an additional 1,000 bonus points for every three nights stayed at select properties. Crunch the numbers, and you could be looking at a grand total of 1,333 points per night if you max out the promo.

    Registration and Stay Details

    Before you rush off to book your Hyatt stays, remember that registration is mandatory. Make sure you sign up between September 12 and November 10, 2023. Bonus points will be earned on stays with checkout dates between October 6 and November 30, 2023. So, even if you don’t currently plan to take advantage of this offer, there’s no penalty for registering. We recommend everyone go ahead and register—you never know when your travel plans might align with the promotion.

    Where Can You Earn?

    Now, let’s talk about where you can cash in on this bonus bonanza. The main promotion covers stays at all Hyatt properties, including Small Luxury Hotels of the World locations and Lindblad Expeditions in Europe, when you book direct with Hyatt. However, the credit card promotion, with its extra 1,000 points, is only available at select properties. So, make sure to check the fine print.

    Pre-booked & Award Stays Count

    Good news for all Hyatt aficionados out there: every stay counts. Whether you booked directly with Hyatt, even before the promo started, or enjoyed an award stay, you’re in the game. The catch? Your check-out dates must fall between October 6 and November 30, 2023.

    Maximum Points and Room Limit

    Now, how much can you really rack up with this promotion? Well, the ceiling is set at 21,000 World of Hyatt bonus points on the base promotion, and 7,000 bonus points on the credit card promotion, for a maximum of 28,000 points. That’s good for a standard night at a Category 6 property, or up to 8 off-peak nights at Category 1 properties. To hit that milestone, you’d need to spend 21 nights at eligible hotels. Keep in mind, though, that only one room can qualify per stay. So, while you can earn points for multiple rooms, the bonus points are based on a single room.

    Final Thoughts

    In the grand scheme of things, the Q4 Bonus Journeys promo might not set the world on fire. It’s not the most dazzling offer we’ve seen from Hyatt, especially when compared to previous years. However, it’s essential to remember that the travel industry is on a rocket ship right now, with demand at all-time highs. So, maybe Hyatt doesn’t need to pull out all the stops to lure travelers.

    Nonetheless, in a world where every point counts, this promo is still a welcome addition for loyal Hyatt fans. It might not be the most extravagant offer, but it’s certainly better than nothing. So, if you’ve got some Hyatt stays planned for the Q4 period, be sure to register and make the most of those bonus points. Happy travels!