I have been Hyatt Diamond for about six months now and have found the hotels and the service to be especially good until this recent episode with the Hyatt Regency Cancun. I planned to take my wife and two adult children to Cancun for a long weekend in January for my youngest's semester break from grad school. (He will have just finished taking his CPA exam). We had two reservations at the Hyatt Regency Cancun. One room was booked on points and I had one booked on cash and was using a suite upgrade certificate. I booked it through the Diamond line. They said they needed a one night deposit for the cash room. I thought it a bit unusual that they actually charged me for the room on my card rather than just holding it as security. When I found out the new Zilara was opening, I called the Diamond line back and switched my reservation to the new property. The points for the first room were immediately back in my account. I waited a bit to see if the deposit was refunded, but after two weeks I realized it wasn't going to happen without a phone call. I called the Diamond line again and told them the story. She called the hotel, but it was a Saturday and the business office was closed. She said she would follow up on Monday and get back to me on Monday. On Wednesday, I hadn't heard anything so I called back. I finally got an email Wednesday from the woman who assisted me on the DL. She provided me with an email address for the Hyatt regency in cancan saying I needed to request my refund directly from the hotel. The Diamond line couldn't help. I sent an email (in Spanish) requesting my refund of the $200 deposit. I got an email back from the hotel stating I needed to fill out the enclosed form and FAX IT TO THE HOTEL IN MEXICO! What? I'm sure the fax call would probably be all of $1-2, but now it was the principle of the thing. Could it be that the Hyatt Regency Cancun is pissed at Hyatt for opening another property in Cancun and are taking it out on the people who cancel. This policy seems to make it easy for the hotel to keep the guests deposit even when they cancel two days after the reservation was made and two months before the actual stay. What's up Hyatt?