Surprise! One of Hyatt’s all-inclusive Caribbean resorts won’t open on time
Hyatt Ziva Cap Cana will not open on time, a spokesperson has confirmed, surprising, well, no one who has ever waited anxiously for a resort to open.
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There’s nothing more exciting than booking a stay at a hot new hotel right when it opens — untouched linens, brand-new furnishings, crowd-free pools and restaurants. But when things don't open on time (as is so often the case), it can be a real headache for travelers.
We’ve been eagerly awaiting the grand opening of Hyatt’s all-inclusive Ziva (family-friendly) and Zilara (adults-only) properties in the Dominican Republic since the project was announced in 2017. In fact, the resorts made our list of the most-anticipated hotels of the year. And the twin complexes are now, supposedly, just days away from their much-publicized debut.
But according to travelers with reservations at the forthcoming resorts, things are not running according to schedule — an admission that isn't really shocking.
After all, we've watched countless hotels — including many Hyatt properties — push back grand opening dates again and again, from the Andaz Maui at Wailea to the Park Hyatt St. Kitts Christophe Harbour and the Hyatt Ziva Rose Hall, another of the brand's all-inclusive outposts.
Emails thanking guests for their loyalty have just begun hitting the inbox of travelers who have, by all accounts, been packing their suitcases and checking their flight confirmations for an upcoming trip to the Dominican Republic.
“In preparation to welcome you and your family at our brand new Hyatt Ziva Cap Cana,” one email reads, “we would like to inform you that you will be receiving a cancellation of your booking at Hyatt Ziva Cap Cana ….”
Wait, what?
The email continued, explaining that travelers will be rebooked at the Hyatt Zilara Cap Cana. “This has no impact [on] your original reservation, since we will be operating as an all-ages resort during your stay, providing you with all services and amenities of the resort you booked.”
The Points Guy reached out to a spokesperson for the Cap Cana properties, who confirmed (sort of) that, “The construction and operations teams are working towards the final stages of completion. While the property will open as scheduled, they are a few days behind final completion on the Ziva side. This delay will only affect guests arriving during the month of November.”
What's happening at Hyatt Ziva and Zilara Cap Cana
It seems that travelers are being notified in stages, as those holding reservations from Nov. 2 and onwards (one day after the slated Nov. 1 opening) still haven’t heard so much as a whisper from Hyatt that their reservation may be cancelled and automatically rebooked. In fact, one traveler who reached out to the Hyatt on social media was even reassured that, not only was everything on schedule, but that the Hyatt Ziva was already open “and ready for [her] arrival.”
What this means for travelers who are already booked
If you booked a room at the family-friendly Hyatt Ziva during the first few weeks of operation, you’ll actually be staying at the adults-only Hyatt Zilara instead. Which is, undoubtedly, not an ideal situation for travelers who specifically booked a kid-free vacation in the Dominican Republic at the Zilara.
For that reason, Hyatt Zilara guests are being given the option to relocate to the adults-only Sanctuary Cap Cana, another all-inclusive property on the eastern edge of the Caribbean nation.
The spokesperson assured us that “all rooms will be of equal or greater value” but it is not clear how travelers who booked with points — or expected to earn them — will be reimbursed or compensated.
No matter what, don’t cancel your reservation yet. Give the hotel the opportunity to reach out first so that you can be given something in the way of compensation.
Related: What to do if your hotel doesn't open in time
What travelers can expect upon arrival
The Cap Cana property's waterpark, we’re told, will be fully open and operational starting Nov. 1. But for travelers who were counting on the onsite kid’s club, there’s some bad news.
While the physical structure of the kid's club will not be complete on Nov. 1, the spokesperson told TPG, “our younger guests will have the ability to enjoy activities taking place around the resort during their stay.”
It's unclear whether that means you can still drop the kids off for some supervised fun as you would in a kid's club, or if it simply means there will be things for them to do while you stick around.
In addition to everything on the Ziva side of the property, other resort amenities still under construction include the theater and the spa.
Update: Despite statements as recently as last week that it would be open, the water park is not yet open as of Nov. 3.
What we still don’t know
Frustratingly, we really only have more questions than answers at this time. What compensation — if any — is being provided to travelers who ultimately decide to cancel their trips? And what happens to your points if you used them to redeem your stay at one of the two Hyatt all-inclusives?
Will all the onsite restaurants be up and running? The spokesperson told us “all restaurants at Hyatt Zilara will be open and on a rotating schedule” but that likely does not include the Hyatt Ziva restaurants, such as the rum bar, seafood grill, international buffet, Italian restaurant, and a Mongolian-Asian restaurant (among others).
Bottom line
Situations like these are why we always caution travelers against booking a hotel right when it's scheduled to open, and even in the weeks and months following, when a property is still figuring out the finer details. But hopefully, Hyatt will find a way to rectify the situation with travelers who are just days away from a Dominican Republic vacation. We will update this story as additional details become available.
Feature photo taken on Oct. 21, courtesy of Darla Morton/Facebook.
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- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
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| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
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You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
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Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.