Rent your timeshare
Oops!We ran out of stays at this resort.Click here to find something better!
My husband and I booked a Sun Club Premium Deluxe Ocean Front King room with specific requests for a king bed and non-smoking accommodations. What we received instead was a downgraded double-bed room—a room that was significantly cheaper at the time of booking and not what we paid for. We raised the issue during check-in, and were promised it would be looked into the next morning. When we followed up, nothing had been done. No room change. No explanation. No compensation. Just silence. Worse still, we saw multiple guests checking in and being assigned the exact room type we had booked, which was still showing as available on Hyatt’s own website. Despite this, we were lied to—by Suriel—by a Sun Club concierge who claimed no such rooms existed and no manager was available to speak with us. Interestingly, within minutes, a manager was available once I returned with proof from Hyatt’s own site. This was the third time we were told someone would “take our number and get back to us.” No one ever did. What we experienced wasn’t just mismanagement—it felt like something more insidious. The dismissiveness, the lies, the apathy, and the disparate treatment compared to other guests all raise uncomfortable questions about how certain guests are treated here. We returned to Hyatt after a previous subpar stay, giving the brand a second chance. That decision was a mistake. If this is the new Hyatt standard—where confirmed reservations are ignored, guests are misled, and paying more results in receiving less—consider this your warning.