Chase’s travel booking platform, The Edit, is systematically charging resort fees to Hyatt’s most elite members – Globalists – despite their elite status entitling them to fee waivers. While the issue is fixable, it requires customers to actively pursue refunds, highlighting a flaw in the prepayment system.
The Problem: Unjustified Fees for Elite Members
Hyatt Globalist members are guaranteed waived resort fees as a benefit of their top-tier status. However, when booking through Chase’s The Edit portal, these fees are often included in the upfront, prepaid room rate. This creates a direct conflict, as Globalists are effectively paying for a benefit they should receive for free.
This issue stems from the way The Edit handles prepayment: it bundles resort fees into the total cost, unlike competitors such as American Express Fine Hotels & Resorts, which excludes these charges upfront. This makes the process cumbersome for Globalists, forcing them to seek reimbursement after their stay.
How to Recover Your Money
The process isn’t seamless, but it’s straightforward. One traveler reported success by following these steps:
- Inquire at the Hotel First: Begin by asking the front desk to refund the resort fee during your stay. However, prepaid bookings through The Edit often prevent immediate resolution.
- Contact Chase Travel Customer Service: Call Chase Travel and request a transfer to The Edit support.
- Verify with the Hotel: The agent will likely place you on hold while contacting the hotel to confirm your Globalist status and eligibility for a waiver.
- Process Refund: If verified, the agent should process a full refund for the erroneously charged fee.
The process is not ideal, but it works. The key is persistence and direct engagement with Chase’s customer service channels.
Why This Matters
The issue highlights a growing trend: travel platforms prioritizing upfront revenue collection over seamless customer experience. Resort fees themselves are already a controversial practice, and this adds another layer of frustration for travelers.
The fact that Chase is collecting money from customers they know should not be paying suggests a systemic flaw in their billing system rather than isolated errors. This also raises questions about transparency, as the system doesn’t proactively exclude resort fees for eligible members.
While Chase ultimately provides refunds, the extra step creates unnecessary friction and undermines the value of elite status.
Ultimately, while refunds are possible, the current system forces customers to actively fight for benefits they’re already entitled to.
