Hyatt Gold Passport - There ARE Rewards Blackout Dates (Up to 2x a Yr @ Properties)

Hi,

I just tried to book a room for Labor Day weekend and, although the customer service agent verified that standard rooms were available at the hotel, the hotel had put in a blackout date for that weekend. I asked (and at the supervisor level) why the program clearly states and advertises "no blackouts" when that's obviously not true? All he could say was that despite what the rules say...there are indeed blackouts.

Any suggestions? Anyone fought this issue before and won? Does Hyatt even care that they are majorly advertising something that's just not true?

Welcome to FT.

Which hotel is this in regards to?

This is the Hyatt Regency in Downtown Atlanta, GA. There are several events going on that weekend including a pre-season football game and a conference at the hotel - but, there are rooms available to the general public on the web site not just the conference room blocks. The hotel, as I understand it, was able to institute a points blackout in order to sell more revenue rooms.

This is the Hyatt Regency in Downtown Atlanta, GA. There are several events going on that weekend including a pre-season football game and a conference at the hotel - but, there are rooms available to the general public on the web site not just the conference room blocks. The hotel, as I understand it, was able to institute a points blackout in order to sell more revenue rooms.

On the Hyatt.com I can only get GUARANTEED Diamond availability meaning that the hotel doesn't have rooms for the labor day weekend. For Monday the 3rd there are award rooms available.

On the Hyatt.com I can only get GUARANTEED Diamond availability meaning that the hotel doesn't have rooms for the labor day weekend. For Monday the 3rd there are award rooms available.

When the availability is only for the Diamond guarantee - award rooms are not available. Also, I believe that hotels have the option to declare (IIRC) 2 periods each year of "extraordinary demand" which allows them to blackout awards.

Can we correct this 'sky is falling' title to reflect reality?

Two Points -

The customer service representative verified directly with the hotel this morning that there was indeed rooms available to the general public at the time I tried to reserve. So - at that time - it was NOT a Diamond-only situation.

I fail to understand why "twice a year blackouts" are not blackouts. What is the problem with the meaning of "NO"? If there are blackouts, there are blackouts; if there are twice a year blackouts, there are blackouts; if there are NO blackouts, there are no blackouts.

Two Points -

The customer service representative verified directly with the hotel this morning that there was indeed rooms available to the general public at the time I tried to reserve. So - at that time - it was NOT a Diamond-only situation.

I fail to understand why "twice a year blackouts" are not blackouts. What is the problem with the meaning of "NO"? If there are blackouts, there are blackouts; if there are twice a year blackouts, there are blackouts; if there are NO blackouts, there are no blackouts.

1. It wouldn't be the first time that a CSR has given out incorrect information - they have gotten better lately though.

2. Marketing

https://resweb.passkey.com/Resweb.do?mode=welcome_ei_new&eventID=3898501

"Rooms for Dragon*Con 2012 are now sold out. For any changes, cancellations, or question call 800-233-1234."

Hi,

I just tried to book a room for Labor Day weekend and, although the customer service agent verified that standard rooms were available at the hotel, the hotel had put in a blackout date for that weekend. I asked (and at the supervisor level) why the program clearly states and advertises "no blackouts" when that's obviously not true? All he could say was that despite what the rules say...there are indeed blackouts.

Any suggestions? Anyone fought this issue before and won? Does Hyatt even care that they are majorly advertising something that's just not true?

Wrt your final point of course they dont!

I assume you are new to Hyatt. Mendacity is definitely the order of the day, especially under this regime.

A blackout is clearly a loss of electricity - all Hyatt hotels will attempt to maintain a certain level of power during your stay.

To clarify and amplify-

1 - The room was available to the general public on the web site (before I logged in as a Platinum).
1a - the CSR called the hotel while I was on the phone with them and confirmed that rooms were available to the general public.
1b - all D*C block rooms sold out in immediately when it opened. This was NOT a convention block room but an unblocked room.

2 - In addition to "marketing" (press releases) - the Gold Passport T&C clearly state (#3) that there are no blackouts. There is no provision in the T&C for an "up to twice a year" blackout. To me, "sometimes blackouts" <> "no blackouts" but i'm not a lawyer, just a marketing director.

I have been told this also by numerous reps. The same thing happens in San Diego during Comic Con. The hotels there usually black out availability and opt out of guaranteed diamond availability as well, since they all usually book hotels through an outside agency (almost all SD hotels do it during ComicCon, not just the Hyatt). I was told last year that hotels can opt out 2 times a year as well from those guarantees. Personally, I don't know why everyone is jumping on the OP. He IS right in my opinion, I mean, no blackouts does not REALLY mean NO blackouts here does it? I just accept it since it almost never really impacts me, but it is not truly blackout FREE.

To clarify and amplify-

1 - The room was available to the general public on the web site (before I logged in as a Platinum).


9/2-3
HOTEL NOT AVAILABLE
out of curiosity i checked this morning when you posted and rechecked again :rolleyes:

Can we correct this 'sky is falling' title to reflect reality?
The thread title is 100% correct. There are reward blackout dates at Hyatt. Apparently twice a year!

Number 1 from the General Terms:

1. Hyatt Gold Passport™ may, among other things: change earning ability, withdraw, limit, modify or cancel any award, cancel or change partner awards, increase the Hyatt Gold Passport point requirement to redeem any award, change hotel award categories, modify or regulate the transferability of Hyatt Gold Passport points or benefits, add hotel award blackout dates or limit the number of rooms available for award redemption at any or all destinations.

To me, I agree that the fine print does not go along with the marketing spiel. I had an issue with SPG marketing a few years back -- advertising high category hotels at lower award levels (website and brochure in a look-what-you-can-get after-a-couple-of-stays-promo type message). I fought it and won, but this was several years ago and not sure Hyatt's response on something like this.

I agree with the above poster that rule # 1 gives Hyatt the ability to add blackout dates to the program. My interpretation is, however, that this gives them the right to make an official change in the program. That did not happen - there is no change to rule #3 at this time. I would even almost accept that this falls under the "limit" rule...unless the "limit" was zero in which case that would constitute a blackout.

I'm not surprised that within an hour of my call the room inventory fell to zero again. I check almost daily for available rooms this time of year and "pounce" on one when I see it on the web site. In the past that was not a problem - no blackouts must have meant no blackouts in earlier years.

Joking aside you are absolutely right.

Hyatt keeps banging on about no blackout dates.

I am afraid their attitude to their customers has been
disgraceful since that awful marketing man took over.

OP, I appreciate your posting this thread. I just went to the Hyatt Web site to check, and it does indeed say, "Members are welcome to any available standard room when booking a free night award with no blackout dates." If what the hotel supervisor said is true, then I guess "no blackout dates" has just been exposed to be a lie by Hyatt. I like the Hyatt program, so this is very disappointing. :td:

Hi j_hotlanta,

We have looked into this issue. The Hyatt Regency Atlanta is currently sold out for Labor Day weekend. However as long as standard rooms are available at the Hyatt Daily Rate we will honor the use of Gold Passport points. Please let us know if there's anything we can assist you with.

Happy Travels,
Chrissi R.

The thread title is 100% correct. There are reward blackout dates at Hyatt. Apparently twice a year!

For some reality check it may be beneficial to look at the mockery of no blackout policy hilton quietly rolled out or what DL practices with gazillion points needed for anytime redemption and vanishing standard availability. While hyatt may have occasional exceptions, they ve been pretty honest with customers (and probably a bit better in that regard than spg where more individual properties create their own interpretations of otherwise good spg rules).

We've certainly had our share of first time posters who show up on ft with rants without facts to back their claims :rolleyes:

Hi Chrissi R.

When I called at 9:58 this morning I attempted to do just that and the CSR and Supervisor I spoke to was unable to book a room although the CSR called the hotel and verified that a room was indeed available at the regular rate. How do I contact you directly?

If you look during new years many hyatts in new york and san francisco are blocked out even though I know they have standard rooms.

Periods of high demand hyatt does block things off. However, I can use my spg points for new years just fine.

We've certainly had our share of first time posters who show up on ft with rants without facts to back their claims :rolleyes:

This is not one of those times.

Most importantly, this welcome FTer is correct to note that "no blackout dates" is improper marketing as blackout dates are applicable up to two times a year per property. [How many days may be covered by those "two times a year exceptions", who knows.] Fortunately, many properties don't use their two times a year allowance. Unfortunately, some properties change their mind and decide to institute them when they hadn't used the allowances before.

Marketing has to clean up marketing's own act as there are some blackout dates applicable to booking rooms with points.

When I think of blackout dates, I tend to think that is referring to chain-wide blackout dates; i.e., no awards anywhere on New Year's eve. It seems nonsensical to assume that a hotel would make awards available during times when they know they can sell out at premium rates. For example, if standard rooms are available in London during the Olympics at three times the normal rate, does that mean the hotel would have to honor awards at the normal rate? It is unrealistic to expect that.

I will accept that the exact terminology chosen is a valid topic of discussion, just not a very important one.

Well, this proves that whatever is stated as a marketing ploy may not truly exist when you read the "full terms and conditions".

Furthermore, you are subjecting yourself to experiencing these disappointments when you don't read or understand the "full terms and conditions"

Wonder what a judge would say. Hehe.

The Hyatt Chase CC markets "3 points per dollar at all Hyatt properties". Not really true, especially if you stay at a Hyatt House that used to be a Hotel Sierra. The stay posts to Chase as Hotel Sierra and you don't receive the 3 points per dollar.

And if you read the terms, it does say when the transaction posts with "Hyatt" somewhere in the name.

You will earn 3 Hyatt Gold Passport® points for each $1 USD of eligible net purchases made at participating Hyatt locations where "Hyatt" appears as the merchant on your monthly transaction statement.

Go figure.

When I think of blackout dates, I tend to think that is referring to chain-wide blackout dates; i.e., no awards anywhere on New Year's eve.

In the hotel loyalty program industry, when has it ever been the case that any major chain's program had chosen a date for a chain-wide blackout to book rooms with points but not for regular paid rooms? I recall no such thing, but would love to find out about a relevant situation of the sort you mention. Do you have any examples of that?

When I think of blackout dates, I tend to think that is referring to chain-wide blackout dates; i.e., no awards anywhere on New Year's eve. It seems nonsensical to assume that a hotel would make awards available during times when they know they can sell out at premium rates. For example, if standard rooms are available in London during the Olympics at three times the normal rate, does that mean the hotel would have to honor awards at the normal rate? It is unrealistic to expect that.

To me, "blackout dates" refers to dates where one can't redeem points for a standard room, regardless of availability of a standard room for cash.

"No blackout dates" is indeed a big benefit precisely because it means (to me) that I can use points at times of high demand. If I can't, then the benefit is not really that great, is it? The hotel has no reason to refuse awards when they're empty; it's only a genuine benefit when rooms are scarce and/or expensive (such as on New Year's), and then it makes perfect sense to use points.

Unfortunately, it's the same with Hyatt's "guaranteed" availability benefit, which is "guaranteed" except when the hotel decides it doesn't want to honor it. That doesn't meet my definition of "guaranteed," either, but it seems that marketers' dictionaries are vastly different from mine.

To me, "blackout dates" refers to dates where one can't redeem points for a standard room, regardless of availability of a standard room for cash.

...

this is not the case here - GP Concierge was quite clear on that:

However as long as standard rooms are available at the Hyatt Daily Rate we will honor the use of Gold Passport points

perhaps OP got a misinformed rep but the room was not available for sale on the website when he posted here

hotels may have some additional inventory you can book directly by calling them but this is really outside the policy and has nothing to do with blackouts

In the interest of fairness, it seems that there is a possible explanation for what was described as a "blackout" by the reservations agents this morning. It seems that as of now (not sure about 10:00 am this morning) all remaining rooms at the hotel have been converted to a new, unannounced rate called the "Hyatt Free Time" rate. This rate includes free breakfast and one night free with a booking of 3 nights. So, technically, because there are only rooms available at the 3 for 2 promotional rate, they are not available for points.

Because this is an unannounced rate, everyone probably thought that there was an "official" blackout in place. This only qualifies as a "technical" blackout where (although less than the 'rack' rate) the room is only available at the special, non-regular rate.

Is the following possible more than two periods a year: no Hyatt Daily Rate rooms available at a particular property even as standard rooms are available for sale at that property under a different kind of rate plan than the Hyatt Daily Rate plan?

There are ways for properties to do this without playing foul with GP.

1. Sell the most basic room (used for awards) inventory to i.e. Expedia
2. Constitute minimum stay length
3. Offer only packages i.e. breakfast/lunch included

Not sure why properties would do this, however. If their occupancy rate is high, they tend to get very good reimbursement from the GP.

Last year between May and December whenever I looked at Andaz I received a message

The hotel is not available for your requested travel dates. It is either sold out or not yet open for reservations. Go back to select alternate dates at the same hotel or enter an alternate location.

So ultimately I could not book most of last year during new years eve.
I know it was not sold out because they had plenty of standard rooms to book with cash.

Although I do not blame them since they could make a lot of money during that time. Just an example of when high demand seems to trump award availability.

In the hotel loyalty program industry, when has it ever been the case that any major chain's program had chosen a date for a chain-wide blackout to book rooms with points but not for regular paid rooms? I recall no such thing, but would love to find out about a relevant situation of the sort you mention. Do you have any examples of that?

So no examples of when has it ever been the case that any major chain's program had chosen a date for a chain-wide blackout to book rooms with points but not for regular paid rooms?

There are ways for properties to do this without playing foul with GP.

1. Sell the most basic room (used for awards) inventory to i.e. Expedia
2. Constitute minimum stay length
3. Offer only packages i.e. breakfast/lunch included

Not sure why properties would do this, however. If their occupancy rate is high, they tend to get very good reimbursement from the GP.

Indeed. One reason properties may do this is because ancillary revenue from guests on very high directly paid rates during high occupancy periods is expected to exceed that derived from guests on rates where the room cost is paid for by Hyatt Gold Passport (i.e. a reward stay).

In the interest of fairness, it seems that there is a possible explanation for what was described as a "blackout" by the reservations agents this morning. It seems that as of now (not sure about 10:00 am this morning) all remaining rooms at the hotel have been converted to a new, unannounced rate called the "Hyatt Free Time" rate. This rate includes free breakfast and one night free with a booking of 3 nights. So, technically, because there are only rooms available at the 3 for 2 promotional rate, they are not available for points.

Because this is an unannounced rate, everyone probably thought that there was an "official" blackout in place. This only qualifies as a "technical" blackout where (although less than the 'rack' rate) the room is only available at the special, non-regular rate.

I think that this is probably a glitch in the reservation system and that "Hyatt Free Time" rate probably should not even be showing. I'm only aware of that "promotion" because of the post in the Promos sticky at the top of the forum.

There are ways for properties to do this without playing foul with GP.

1. Sell the most basic room (used for awards) inventory to i.e. Expedia
2. Constitute minimum stay length
3. Offer only packages i.e. breakfast/lunch included

Not sure why properties would do this, however. If their occupancy rate is high, they tend to get very good reimbursement from the GP.

HR Maui is notorious for doing this.

deleted

FTers and other hotel guests game the GP program. Not surprising that hotels do too.

This is about advertising No Blackouts which, as we see here, is blatantly untrue. Or at least untrue for up to 2 times per year per hotel, for an unspecified number of days in each blackout period. :rolleyes:

And yes, if the hotel is "gaming" by following some of the ruses that holtju2 highlighted above then the hotel should be publicly shamed for it. Such as the example of HR Maui.

And if GP let hotels continue doing this, that is a bigger question from a "health-check" perspective of the Hyatt Gold Passport program.

So no examples of when has it ever been the case that any major chain's program had chosen a date for a chain-wide blackout to book rooms with points but not for regular paid rooms?


I mentioned this because it was comparable to what airlines used to do (now airlines just claim no blackouts and zero out award availability for months at a time). But I also recall there were some hotel chains that did this too, just can't remember the specifics.

Last year between May and December whenever I looked at Andaz I received a message

The hotel is not available for your requested travel dates. It is either sold out or not yet open for reservations. Go back to select alternate dates at the same hotel or enter an alternate location....


IMO, Andaz was doing you a favor! :) :)

FWIW, this policy that allows properties up to 2 periods of blackouts each year has been in place since the capacity control on awards was abolished in 4/2009. So it's been almost 3 years. The only property that routinely declares such a period is the "old" PH Sydney at New Year's Eve. And the only property that has been reported that plays "games" with availability is the HR Maui. This is certainly not really a problem with the program. As a mod in the forum, I "eyeball" every single post that is posted (please note that is not a requirement that mods do this) but I try to do it to improve my understanding of the program.

Also, in this instance, I'm pretty sure that the "problem" is with the IT side and not really the property. IIRC someone posted earlier that Sun night at the property was "freely" available, so IT probably just programmed it backwards to allow booking on that promotional rate for the "sold out" nights and the rates are very high for the property. We all know that Hyatt IT is really not up to par. FWIW, although I have not been to this property in quite a few years, they have gone above and beyond at least in the past, I had 2 rooms booked at a low AAA rate, they gave us upgrades on both rooms to Suites with RC access (this was way above and beyond).

It's unfortunate that the OP got caught with this problem but I don't think this is a "program" problem unlike the recent report that HR Wichita (and Tulsa) has opted out of the Confirmed Suite Upgrade for Diamonds.

For those new to the games:

Tangential, but further to part of the Maui "notorious" comment above, the PH Vendome also gamed award availability - at least during FFN redemption periods back in the halcyon days before the recession - by having availability for two nights, then not for a night, then for a night or two, then not for a night or two etc. - discoverable only by hunting one night at a time for whole months and more. And the nights would wink on and off if one had the patience to check again. (Yes, even Diamond CSRs said they only saw what we saw.) Then during the recession, they implemented a firmer "no blackouts".

Now that business is back, we've seen comments here that sound a lot like they're back to something like their old ways (though not w/r/t FFN redemption, of course). One might even be inclined to say, "...without redemption".

And, sorry, but was it Maui or Kauai that's been notorious?

And the only property that has been reported that plays "games" with availability is the HR Maui.
Hyatt Regency Huntington Beach is cheating too IMO.
I want a 1-night stay late July. Hyatt Daily Rate doesn't pop up until you select four or more days, so a 4-night minimum stay requirement. Fair enough, except the award category rooms (per PM with Gold Passport Concierge) are both available at the "Advance Purchase" rate.

Hyatt Regency Huntington Beach is cheating too IMO.
I want a 1-night stay late July. Hyatt Daily Rate doesn't pop up until you select four or more days, so a 4-night minimum stay requirement. Fair enough, except the award category rooms (per PM with Gold Passport Concierge) are both available at the "Advance Purchase" rate.
So if understand correctly, a standard award category room is available on a publicly available paid rate for one night, but it is not available for an award night? Wow!

There are no black-out dates when redeeming points for a Hyatt Hotel or Resort. Per the Terms & Conditions of the program:

3. Hyatt Gold Passport free night awards apply when standard rooms are available at the Hyatt Daily Rate. Standard rooms are defined by each hotel and are not subject to blackout dates. Hyatt Gold Passport free night awards cannot be redeemed for packages, specials, advance purchase rates, wholesale rates, etc....

http://www.hyatt.com/hyatt/customer-service/gp-terms-conditions.jsp

During the Labor Day weekend, the Hyatt Daily Rate isn't available. Currently, the only rate guests are able to book, is the Hyatt Free Time rate, including breakfast and one night deducted at check out. If the Hyatt Daily Rate was available, the point space would be available for our guests to book.

Sincerely,

Nick B.

So if I interpret this, is it true that Hyatt will only guarantee a standard room on points if the hotel is selling that room on one specific rate code (i.e. the Hyatt Daily Rate). If that one specific rate code is not available but the hotel chooses to sell the very same standard room on for eg. advance purchase rates (like the Huntington Beach example up thread) then Hyatt DOES NOT enforce point redemptions.

As opposed to a competitor like SPG where they enforce standard room availability on reward points if the hotel is selling that room on ANY paid rate.

Is that a correct interpretation?

So if I interpret this, is it true that Hyatt will only guarantee a standard room on points if the hotel is selling that room on one specific rate code (i.e. the Hyatt Daily Rate). If that one specific rate code is not available but the hotel chooses to sell the very same standard room on for eg. advance purchase rates (like the Huntington Beach example up thread) then Hyatt DOES NOT enforce point redemptions.

As opposed to a competitor like SPG where they enforce standard room availability on reward points if the hotel is selling that room on ANY paid rate.

Is that a correct interpretation?

Yes. Hyatt's implied definition of an award blackout seems rather creative. I am now curious what Hyatt's definition of "two periods" is.

So if I interpret this, is it true that Hyatt will only guarantee a standard room on points if the hotel is selling that room on one specific rate code (i.e. the Hyatt Daily Rate). If that one specific rate code is not available but the hotel chooses to sell the very same standard room on for eg. advance purchase rates (like the Huntington Beach example up thread) then Hyatt DOES NOT enforce point redemptions.

As opposed to a competitor like SPG where they enforce standard room availability on reward points if the hotel is selling that room on ANY paid rate.

Is that a correct interpretation?

Seems that way, which is outrageous as the HDR is effectively the rack rate.

It's rather obvious that management of these hotels (and I've noticed a few this week while researching summer vacations in the US) is deliberately screwing with their availability to disallow rewards and suite upgrades. What other possible reason is there for allowing rooms to sell at a discount but not at full rate? It'd be like an airline saying they'll sell discount Economy seats, but not full Y.

I always find it odd the people who somehow have some tinfoil hat type scenario that they're somehow getting messed about by the properties.

If properties really cared about blackout dates and not allowing us to use our points, Im pretty sure many properties would be blocked out for NYE, Spring Break, Valentines Day, etc... In fact, yesterday I was mildly astounded that there were still openings @ all the high dollar NYC properties over NYE.

Anyhoo. Ive never had any issues booking hyatt points or free hyatt nights; in fact, I think the company goes out of its way to make customers happy.

I always find it odd the people who somehow have some tinfoil hat type scenario that they're somehow getting messed about by the properties.

If properties really cared about blackout dates and not allowing us to use our points, Im pretty sure many properties would be blocked out for NYE, Spring Break, Valentines Day, etc... In fact, yesterday I was mildly astounded that there were still openings @ all the high dollar NYC properties over NYE.

Anyhoo. Ive never had any issues booking hyatt points or free hyatt nights; in fact, I think the company goes out of its way to make customers happy.

While this is not a significant concern for me, I'm now convinced it's not a conspiracy theory scenario. While almost all Hyatts play it straight, a few really do game the system. They've been named and shamed already on this thread so hopefully corporate does something about them.

While this is not a significant concern for me, I'm now convinced it's not a conspiracy theory scenario. While almost all Hyatts play it straight, a few really do game the system. They've been named and shamed already on this thread so hopefully corporate does something about them.

yep there are a few properties of questionable moral character :)
The issue is definitely less widespread at hyatt than at spg where ime as a fmr plat countless properties went above and beyond to hide suite inventory and minimize benefits

Btw gp dimond folks called the property and forced an award stay for me at maui when they only had standard rooms on aloha rate but not on hdr. That was more than a year ago though.

Ironicaly a few years back when hyatt switched from fixed preallocated award inventory to "standard" room approach i predicted that this whole classification/rate type mess was likely to develop but surprisingly it is still very limited (quite happy to be wrong there)

Dear FlyerTalkers,

TGIF!

I wanted to chime in here, as I believe that our previous post may have led to additional confusion.

To clarify, Hyatt Gold Passport free night awards are not inventory controlled or subject to blackout dates. If standard rooms are available at the Hyatt Daily Rate, you can redeem points for free night awards. The Hyatt Free Time Rate is a promotional rate including breakfast and one free night with a minimum length of stay. If a property is only offering the Hyatt Free Time Rate and not the Hyatt Daily Rate, this is likely an error that needs to be corrected. Please let us know if you find this, and we will fix it asap.

I hope this information clears up any confusion. If you have additional questions, please let us know.

I’m off to Aruba for Spring Break, so if you happen to be there, I’ll buy you a drink.

Safe travels,

Jeff

Jeff, see my post #40 in this thread for my theory on this situation.

It seems nonsensical to assume that a hotel would make awards available during times when they know they can sell out at premium rates.

I preface this with saying that I am not an expert on hotel rates:

However, my understanding from reading FT and a lot of blogs is that hotels are compensated for award bookings at the 'average room rate' for the hotel on the night.

So it's not quite clear to me why a hotel wouldn't want to accept award bookings during busy periods. They are going to get roughly the same rate anyway.

While this is not a significant concern for me, I'm now convinced it's not a conspiracy theory scenario. While almost all Hyatts play it straight, a few really do game the system. They've been named and shamed already on this thread so hopefully corporate does something about them.

Well said, and its nice to hear from JZ that such pricing shouldn't exist and they will deal with it.

Dear FlyerTalkers,

To clarify, Hyatt Gold Passport free night awards are not inventory controlled or subject to blackout dates. If standard rooms are available at the Hyatt Daily Rate, you can redeem points for free night awards.

Thanks for that bit of clarity, I think the references made to Maui have been similar for years... I've been told many times by GP agents that there simply is no availability 20-Dec to 2/3-Jan (It could go +/- a few days for 20-Dec based on calendar I have been told).

Yes. Hyatt's implied definition of an award blackout seems rather creative. I am now curious what Hyatt's definition of "two periods" is.

And is there any limit on how long these "two periods" may be. Thinking cynically, is it possible for a hotel to have two blackout periods, the first from 1/1 until 6/30, and the second from 7/1 until 12/31? :confused:

And is there any limit on how long these "two periods" may be. Thinking cynically, is it possible for a hotel to have two blackout periods, the first from 1/1 until 6/30, and the second from 7/1 until 12/31? :confused:
I doubt any hotel would be that bad, but it would be interesting to know what the maximum permitted time frame of each blackout period is. Theoretically what you say seems possible given the way the T&C seems to read...

FWIW, this policy that allows properties up to 2 periods of blackouts each year has been in place since the capacity control on awards was abolished in 4/2009. So it's been almost 3 years. The only property that routinely declares such a period is the "old" PH Sydney at New Year's Eve. And the only property that has been reported that plays "games" with availability is the HR Maui. This is certainly not really a problem with the program. As a mod in the forum, I "eyeball" every single post that is posted (please note that is not a requirement that mods do this) but I try to do it to improve my understanding of the program.

Also, in this instance, I'm pretty sure that the "problem" is with the IT side and not really the property. IIRC someone posted earlier that Sun night at the property was "freely" available, so IT probably just programmed it backwards to allow booking on that promotional rate for the "sold out" nights and the rates are very high for the property. We all know that Hyatt IT is really not up to par. FWIW, although I have not been to this property in quite a few years, they have gone above and beyond at least in the past, I had 2 rooms booked at a low AAA rate, they gave us upgrades on both rooms to Suites with RC access (this was way above and beyond).

It's unfortunate that the OP got caught with this problem but I don't think this is a "program" problem unlike the recent report that HR Wichita (and Tulsa) has opted out of the Confirmed Suite Upgrade for Diamonds.

The OP is correct, the hotel doesn't make any regular reservations available during Labor Day weekend, as they are confident they can book the whole hotel during Dragon*Con at elevated prices (which attracts nearly 40k guests) ... it appears they reduced the count of rooms available at the conference rate this year (when booking opened in October, passkey was overloaded, and all rooms booked in ~30 minutes) ... a month ago, I booked a room under the Guaranteed Rate (the only rate available $300/night); a week or two ago, the hotel made a good amount of rooms available on this package rate which includes breakfast and 3rd night 'free' -- and set the nightly cost at $360 ... since I'm staying 3 nights, the package turns out to be cheaper for me, but the 'free breakfast' is wasted, as I'm already getting that as a Diamond ... don't expect to see regular inventory available that weekend

I have the same problem with Lex 48 in NYC during the weekend of the NY Marathon. I was given the Hyatt CC 'free night class 1-4' for renewal this week, I immediately tried booking the class 4 Lex 48, and was unable to -- the only rooms they have available are suites or regular rooms in package rates ... they aren't making any regular inventory available - this is November 2012 -- so my 'free night' is a bit worthless, the other hotels in NYC are class 6

I doubt any hotel would be that bad, but it would be interesting to know what the maximum permitted time frame of each blackout period is. Theoretically what you say seems possible given the way the T&C seems to read...

IIRC it was 10 days or 2 weeks max per 'extraordinary demand' period...

Dear FlyerTalkers,

TGIF!

I wanted to chime in here, as I believe that our previous post may have led to additional confusion.

To clarify, Hyatt Gold Passport free night awards are not inventory controlled or subject to blackout dates. If standard rooms are available at the Hyatt Daily Rate, you can redeem points for free night awards. The Hyatt Free Time Rate is a promotional rate including breakfast and one free night with a minimum length of stay. If a property is only offering the Hyatt Free Time Rate and not the Hyatt Daily Rate, this is likely an error that needs to be corrected. Please let us know if you find this, and we will fix it asap.

I hope this information clears up any confusion. If you have additional questions, please let us know.

I’m off to Aruba for Spring Break, so if you happen to be there, I’ll buy you a drink.

Safe travels,

Jeff

Thanks for this info Jeff.

In the interest of the OP, who did contact gold passport CS and even a supervisor; this problem was obviously not rectified in a timely manner so that OP could secure the reservation.

Seems the OP followed the correct route for contact and should have been able to book the award.

When you say "Please let us know if you find this, and we will fix it asap", who is us? and how do we contact?

Thanks.

I just had my first problem with this loophole. I was trying to book the Hyatt Regency Maui, and they are selling Resort Double rooms under an advanced purchase rate and a few other promotional rates, but not the Hyatt Daily Rate so I couldn't book a standard award.

I will say that most properties don't play games like this, but allowing for this loophole makes it really easy for any property that wants to play games with award availability. It makes the no blackout dates seem like a joke.

Dear FlyerTalkers,

... If standard rooms are available at the Hyatt Daily Rate, you can redeem points for free night awards. The Hyatt Free Time Rate is a promotional rate including breakfast and one free night with a minimum length of stay. If a property is only offering the Hyatt Free Time Rate and not the Hyatt Daily Rate, this is likely an error that needs to be corrected. Please let us know if you find this, and we will fix it asap.

...

I just had my first problem with this loophole. I was trying to book the Hyatt Regency Maui, and they are selling Resort Double rooms under an advanced purchase rate and a few other promotional rates, but not the Hyatt Daily Rate so I couldn't book a standard award.

I will say that most properties don't play games like this, but allowing for this loophole makes it really easy for any property that wants to play games with award availability. It makes the no blackout dates seem like a joke.

As Jeff suggested, please report this to GP. Hyatt Maui is one of the very few (IME) properties that play those games but in the past in a similar situation after GP intervention they confirmed an award stay for me.

The only true restriction that may be in place (aside from predefined extraordinary demand) is min stay requirement but it has to apply to both both paid and award rates.

Overall I'll stick with my original comment that Hyatt with mostly corporate owned hotels has by far fewer problems with awards than SPG or Hilton. ^

I've still been unable to rectify the situation so would goldpassportconcierge mind looking into it for me. The HR Maui is selling the resort double room under advance purchase, Hyatt Free time, & family vacation, but not Hyatt Daily Rate. I've called the diamond line a couple of times and I keep getting the same response that they can't book a reward night unless the room is offered under the Daily Rate.

Per Jeff's message earlier in the thread this shouldn't be happening. The dates I'm looking at are Jun 23-27.

I've still been unable to rectify the situation so would goldpassportconcierge mind looking into it for me. The HR Maui is selling the resort double room under advance purchase, Hyatt Free time, & family vacation, but not Hyatt Daily Rate. I've called the diamond line a couple of times and I keep getting the same response that they can't book a reward night unless the room is offered under the Daily Rate.

Per Jeff's message earlier in the thread this shouldn't be happening. The dates I'm looking at are Jun 23-27.

EDITED:

Problem was rectified, thanks GPC!

I have a problem with award blackouts. I'm trying to reserve GH Tokyo for 12/31-1/2. Yes, this includes NYE and NYD, which are very high demand periods for Japanese hotels.

Standard rooms (grand king/twin) are available under Hyatt Daily Rate for any length of stay, as low as one night only (12/31-1/1), but also for the exact dates I need (12/31-1/2).

However, for awards, no matter which combination of dates is selected, the minimum timeframe is 4 nights for club rooms only (e.g., 12/29-1/2, 12/30-1/3), and 6 nights for standard rooms (e.g., 12/29-1/4, 12/31-1/5, grand king). Anything less will give the "awards not available" error message.

I have spoken to several GP agents, and they all maintain that the GH Tokyo has award blackouts for 12/31. This obviously isn't the case, as longer stays are available for award bookings. So if anything, this would be a case of award blackout via a minimum stay requirement that applies to awards only.

Given Jeff's statement that there are no award blackouts and that if standard rooms are available at Hyatt Daily Rate for revenue bookings they will also be available for award bookings, I would like to request clarification whether it's ok for hotels to impose a minimum length of stay for award bookings only, when no such requirement is attached to revenue bookings.

I have a problem with award blackouts. I'm trying to reserve GH Tokyo for 12/31-1/2. Yes, this includes NYE and NYD, which are very high demand periods for Japanese hotels.

Standard rooms (grand king/twin) are available under Hyatt Daily Rate for any length of stay, as low as one night only (12/31-1/1), but also for the exact dates I need (12/31-1/2).

However, for awards, no matter which combination of dates is selected, the minimum timeframe is 4 nights for club rooms only (e.g., 12/29-1/2, 12/30-1/3), and 6 nights for standard rooms (e.g., 12/29-1/4, 12/31-1/5, grand king). Anything less will give the "awards not available" error message.

I have spoken to several GP agents, and they all maintain that the GH Tokyo has award blackouts for 12/31. This obviously isn't the case, as longer stays are available for award bookings. So if anything, this would be a case of award blackout via a minimum stay requirement that applies to awards only.

Given Jeff's statement that there are no award blackouts and that if standard rooms are available at Hyatt Daily Rate for revenue bookings they will also be available for award bookings, I would like to request clarification whether it's ok for hotels to impose a minimum length of stay for award bookings only, when no such requirement is attached to revenue bookings.

Again.... :confused:

It has been discussed ad nauseam...

Again.... :confused:

It has been discussed ad nauseam...

If it has been discussed ad nauseam, I apologize. The situation I described certainly hasn't been discussed in this thread, or any other thread I read this morning. I truly don't know the answer. So please enlighten me, is it ok for Hyatt to require a minimum length of stay for awards if no such requirement exists for revenue stays?

Would booking 4 nights but leaving after two work? I recall this being a workaround suggested in the past but I never tried myself.

Would booking 4 nights but leaving after two work? I recall this being a workaround suggested in the past but I never tried myself.

Thank you for the suggestion, azepine00! I had thought of this, but am hesitant to take this 44k point gamble. I would assume that, if the hotel requires a 4-night minimum for award bookings, they most likely wouldn't be willing to waive that requirement at check-in. In addition, I'm reluctant to book a club room, which wastes 4k points per night for a Diamond.

I'm hoping that FD1971 will return to answer my question whether a property is allowed to require a minimum length of stay for awards ONLY, even though no such requirement exists for revenue stays? Again, to summarize what you perhaps just glanced over, in the case I'm describing, standard rooms are available for revenue bookings at Hyatt Daily Rate for stays as short as 1 night, but awards are only available with a minimum of 6 nights (standard room) or 4 nights (club).

Thank you for the suggestion, azepine00! I had thought of this, but am hesitant to take this 44k point gamble. I would assume that, if the hotel requires a 4-night minimum for award bookings, they most likely wouldn't be willing to waive that requirement at check-in. In addition, I'm reluctant to book a club room, which wastes 4k points per night for a Diamond.

I'm hoping that FD1971 will return to answer my question whether a property is allowed to require a minimum length of stay for awards ONLY, even though no such requirement exists for revenue stays? Again, to summarize what you perhaps just glanced over, in the case I'm describing, standard rooms are available for revenue bookings at Hyatt Daily Rate for stays as short as 1 night, but awards are only available with a minimum of 6 nights (standard room) or 4 nights (club).

Not sure if it's too late for you but I had a similar situation with NYE also..for a 5-night trip I have a res for 12/27-12/30 but 12/30-1/1 had been sold out for 2+ months. The daily rate for a standard club room just became available for 12/30-1/1 (12/30-12/31, and 12/31-1/1 available separately as well) but the website claims sold out when I try to use points (well, "sold out" for 12/30-1/1, but 12/30-1/2 can be booked fine...shady!), the phone agents tell me it's inventory controlled and the twitter rep told me club rooms are subject to availability and not daily rate available=points eligible. As a last resort, I emailed the hotel... and they made me a points reservation for 12/30-1/1! I wish you luck but worth a try.

I'm hoping that FD1971 will return to answer my question whether a property is allowed to require a minimum length of stay for awards ONLY, even though no such requirement exists for revenue stays? Again, to summarize what you perhaps just glanced over, in the case I'm describing, standard rooms are available for revenue bookings at Hyatt Daily Rate for stays as short as 1 night, but awards are only available with a minimum of 6 nights (standard room) or 4 nights (club).

You are a member of this board since more than eight years, so you have learned that hotels do whatever they want to do, especially during high demand periods... and that the T&Cs are often very vague about those high demand periods.

Contacting the hotel directly trying to find a solution seems to be a good idea, hoping that the Concierges on FT are taking a look at it might also work, (I guess that was your intention in the first place), at least it has worked for some people in the past, despite the fact that they had no point based on the T&Cs.

It is difficult to swallow for a long standing FT member, but in some cases we have to live with the fact that we simply do not have enough leverage to create our desired outcome.

Green Bay on a Packers home game weekend or Tokyo around New Year seem to fall into this classification...

And quite frankly, we have to give the PH Tokyo a lot of credit here, they actually offer award redemption ( albeit with a minimum stay requirement ) instead of blocking all award inventory for a given period like other hotels.

Thanks, guys! Looking at Hyatt.com, the restrictions have been lifted and GH Tokyo now has matching availability for standard rooms under Hyatt Daily Rate and Award for NYE (i.e., award rooms are available without mimimum stay, for as little as one night). Glad to see they changed their requirements! (And FD1971, I totally agree, I'm immensely grateful that we can redeem for these high demand periods. It's a great hotel, and these types of redemptions are great value).

Not to be disputatious (sp, if there even is such a word?), but for the longer term, many hotels block New Year's Eve for as long as they can, and then if they're not getting the uptake for their big ticket packages, open up inventory to award stays. Good for the diligent and patient to keep in mind. Similar for discounting revenue rates in the week between Christmas and New Year's Eve. They usually come down to rock bottom close-in, even if they have not offered suchlike right up to the brink.