Hyatt Windward Pointe - A Hyatt Vacation Club Resort

Wonderful hotel, with an incredible view. The rooms and the complex are very complete! I recommend!! Salandie Pierre really welcomed us well with our family! Thanks l

I am extremely disappointed and appalled by how this resort has handled a situation that was completely beyond my control. My family’s vacation was disrupted because of severe weather and flight cancellations. We did not voluntarily cancel our trip or simply change our minds. I did everything reasonably possible to salvage our family vacation, but the airline could not get my family and me on another flight until several days later. By that point, a significant portion of our vacation would have already been lost, making the trip impossible. What has made this situation even more upsetting is the way I was treated from the very first time I contacted the resort. The first night I called the resort to explain the situation and cancel our trip, I spoke directly with April, a representative of the resort. I explained to April that our flights had been canceled and that severe weather was preventing my family from getting to the resort. Instead of receiving understanding or assistance, I was told that flights go out all the time, that other people find flights to get there, and that I needed to find a way to get there. I found that response incredibly insensitive and dismissive. I was traveling with my family. I could not control severe weather, create available airline seats, or force an airline to fly us to our destination. I was already dealing with the stress and disappointment of watching our family vacation fall apart. The last thing I expected when contacting the resort was to essentially be told that I needed to figure out a way to get there regardless of the circumstances. And I DID try. The airline could not accommodate my family and me on another flight until several days later. This was never a matter of me simply deciding that I did not want to travel. There was no reasonable way for my family to get there in enough time to have the vacation we paid for. The situation became even more confusing when I received conflicting information directly from the resort’s own staff. I was later contacted by another resort representative and told that, because of the flight delay/cancellation, my trip could be rescheduled. Naturally, I relied upon information provided to me by someone representing the resort. Then Aaron contacted me and told me that her colleague should have never reached out to me and told me that my trip could be rescheduled because of the delay. I did not create that miscommunication. Your staff did. But what I found particularly disturbing was the explanation I was later given regarding the money. I was told that the resort still has to pay for the rooms that my family did not show up to use, which means the resort is taking a financial loss. Therefore, I was told that I have to “take a loss as well.” I was further told that if I wanted to reschedule and return in the future, I would have to pay additional money out of pocket because of the financial loss the resort claims it is taking on the rooms from our original reservation. I find that reasoning extremely troubling. My family never stepped foot on this property. We never slept in those rooms. We never received the vacation experience we paid for. We were prevented from arriving because severe weather resulted in flight cancellations, and the airline could not get my family there until days later. Yet I am being told that because the resort is taking a loss, I must take a loss too. How is that an acceptable way to speak to or treat a paying customer dealing with circumstances completely outside of their control? To make the sequence of events perfectly clear: I contacted the resort and spoke with April when severe weather and flight cancellations prevented my family from traveling. I was told that flights go out all the time, that other people find flights, and that I needed to find a way to get there. The airline could not get my family there until several days later. I was then contacted by another resort representative and told that my trip could be rescheduled. Aaron later contacted me and told me that her colleague should have never contacted me and told me the trip could be rescheduled because of the delay. I was then told that because the resort has to pay for the rooms my family did not show up to use, the resort is taking a loss—and therefore I have to take a loss as well. Now the resort does not want to refund the money I already paid, and if I want to return in the future, I am expected to pay even MORE money out of pocket. Meanwhile, my family received absolutely nothing for the money we paid because we were physically unable to get there. I did not control the weather. I did not cancel the flights. I did not determine when the airline could accommodate my family. I did not create the conflicting information communicated by resort employees. And I certainly did not make the resort’s financial decisions. Yet I am the one being told that I must accept a financial loss because the resort does not want to absorb one. What makes this situation even worse is that I have repeatedly attempted to speak directly with management. I have reached out because I wanted to give management an opportunity to hear exactly what occurred and provide a reasonable resolution. Instead, my requests and messages to management have seemingly been avoided. I understand that businesses have cancellation policies. However, this situation goes far beyond simply quoting a cancellation policy. This is about the treatment of a paying customer during extraordinary circumstances, conflicting information from resort employees, refusing to refund money for a vacation my family never experienced, and then telling me that because the resort is taking a loss, I should have to take a loss too. I am not asking for special treatment. I am asking for fairness, accountability, consistency, professionalism, and basic human compassion. I have never even had the opportunity to step foot onto this property, yet the way I have been treated has already told me more than enough. Sometimes the good Lord redirects us for reasons we may not immediately understand. After everything that has happened, I truly believe there was a reason my family did not make it there. At this point, I no longer have any interest in rescheduling or giving this resort another dollar. I am requesting a refund of the money I paid. I refuse to accept the idea that because a business believes it is taking a financial loss due to circumstances neither of us could control, the appropriate solution is to deliberately pass that loss onto the customer. Customer service is not measured when everything goes perfectly. It is measured when something goes wrong and a business has an opportunity to demonstrate integrity, compassion, fairness, and accountability. Unfortunately, I learned exactly how this resort responds in those moments without my family ever having the opportunity to walk through its doors.

Had an awesome time at this resort! Rigel did a super job working with me. Beautiful rooms, pool and grounds! Katrina at Abbey Road a bar and grill on the property provided great drinks and food. With a big smile! Wonderful view of the ocean from the pool area! Hope to be back again soon!