Hilton Rewards Reservations Canceled Amid Transition of Playa Hotels to Hyatt

As Hyatt finalized its acquisition of Playa Hotels & Resorts last week, reservations at four formerly Hilton-managed resorts are being impacted. 

Guests who used Hilton Honors rewards points to book have had their rooms canceled last-minute at the following resorts: Hilton La Romana, an All-Inclusive Family Resort; Hilton La Romana, an All-Inclusive Adult Resort; Hilton Rose Hall Resort & Spa; and Hilton Playa del Carmen, an All-Inclusive Resort. 

Each of these resorts has transitioned into a Hyatt brand hotel, effective June 11, and while guests already staying at the hotels on that date report no disruptions to operations, some guests arriving after that date have seen their reservations disappear without notice. 

For example, several guests have reported canceled bookings at the new Dreams Rose Hall (formerly Hilton Rose Hall). 

“We were supposed to go Sunday and discovered by opening my app I no longer had a reservation apparently because I used points. Still no actual communication from anyone,” one guest wrote on the Facebook group Dreams Rose Hall Montego Bay – All-Inclusive (Ex Hilton Rose Hall). 

With reportedly no prior knowledge of the void bookings, travelers are out thousands for flights and transportation – with no place to stay. Though the Playa deal was announced months ago, the average vacationer might not know about the changes nor expect the abrupt nature of the cancelation.  

“I actually received an email from Playa Resorts announcing the sale and stating that nothing from my reservation was going to change and I did not have to take any action. A couple of days later and my reservation disappeared from the Hilton app,” a Reddit user said in a thread titled Heads Up – Hilton Rose Hall, La Romana, Playa Del Carmen are cancelling reservations due to the Hyatt sale. 

In response to an inquiry from Travel Market Report about the issues, a Hilton spokesperson confirmed that “For existing Hilton Honors Points Redemption bookings beginning June 15, 2025, or later, a new reservation or alternative accommodations will be required.

“The Hilton Honors team will contact all guests with these bookings to make other arrangements.” 

A Hyatt spokesperson also commented on the cancellations and encouraged anyone experiencing issues to contact Hyatt at consumeraffairs@hyatt.com. 

“Some of our newly rebranded resorts are integrating into the World of Hyatt program and no longer participate in other loyalty programs,” the spokesperson said in an email to TMR. “We recognize this may have caused redemption issues for some travelers with existing award reservations made through other loyalty programs, and we sincerely apologize for the frustration this has caused.   

“We understand that the window between a resort’s transition may feel short. In reality, once a resort is no longer affiliated with another brand, we need to move swiftly to fully operationalize under Hyatt to minimize potential guest disruption, ensure consistency in service delivery, and avoid confusion for guests, members, and colleagues alike. That said, our teams remain focused on supporting any impacted guests and working to find solutions.”