While Hyatt offers great properties and customer service, it has significant drawbacks including a limited footprint, poor value with Mr and Mrs Smith properties, challenges in redeeming points, and yearly devaluations that frustrate loyal customers.
Hyatt is often praised for its properties, customer service, and consistency across its brands. As a Globalist, Hyatt's top-tier status, I have enjoyed many wonderful stays at Hyatt hotels, including some that are ranked among the top 50 hotels in the world. However, despite these positives, Hyatt is not without its flaws. Here, I will discuss four significant drawbacks that potential Hyatt customers should consider before committing to the program.
One of the most significant issues with Hyatt is its limited footprint compared to other hotel programs like Marriott, Hilton, Choice Hotels, or IHG. These programs boast four times more properties than Hyatt, which can be frustrating for loyal customers. When planning a trip, many travelers find themselves skipping potential destinations simply because there are no Hyatt properties available.
For instance, I once found a fantastic business class flight deal from Los Angeles to Fiji. However, when searching for Hyatt properties in Fiji, I discovered that the only option was a partner property three hours away from the main airport. This inconvenience led me to book a Hilton resort that was only 20 minutes from the airport instead. Many travelers navigate their trips based on hotel availability, and a lack of Hyatt options can lead to missed opportunities.
Hyatt's acquisition of Mr and Mrs Smith has raised concerns among loyal customers. While some of these properties look appealing, the value of redeeming Hyatt points at Mr and Mrs Smith locations is often disappointing. Unlike Hyatt's award chart, which offers predictable pricing, Mr and Mrs Smith operates on dynamic pricing, leading to lower redemption values.
For example, redeeming points at a Mr and Mrs Smith property can yield less than one cent per point, which is significantly below the typical two cents per point that Hyatt points are valued at. This makes it more sensible to use cash for bookings at these properties rather than redeeming points, which defeats the purpose of loyalty to the Hyatt program.
Hyatt is known for its generous award offerings, but redeeming points can be a challenge. Availability for award bookings is often limited, and some hotels may intentionally restrict award availability to prioritize cash bookings. This can be frustrating for loyal customers who have earned points and want to use them effectively.
Additionally, Hyatt's category 1 to 7 free night award certificates come with a six-month expiration period, which is shorter than many other hotel programs. This limited timeframe can make it difficult for customers to find suitable properties to redeem their awards, especially for high-demand category 6 and 7 properties that are often booked months in advance.
Hyatt has a history of annual devaluations, which they frame as changes to property categories. Unfortunately, this often results in popular properties moving up in category, making them more expensive to book with points. While some properties may decrease in category, the trend has been that many desirable locations become less accessible for loyal customers.
For instance, properties that were once available for redemption at lower categories may now require significantly more points, making it challenging to get good value from free night certificates. This trend can leave loyal customers feeling frustrated and questioning their loyalty to the Hyatt program.
Despite its many strengths, Hyatt has notable drawbacks that can impact the experience of loyal customers. The limited footprint, poor value with Mr and Mrs Smith properties, challenges in redeeming points, and yearly devaluations all contribute to a less-than-ideal loyalty program. While Hyatt remains a great option for many travelers, it is essential to weigh these factors before fully committing to the program. As a loyal customer, I hope Hyatt addresses these issues to enhance the experience for its members.
