Hyatt Gold Passport - Beware of Gold Passport Customer Service..welcome amenity points problem

I contacted Hyatt Gold Passport customer service on two different occasions concerning the lack of my diamond welcome amentity posting. I spoke with Alex on both occassions who informed me that according to his supervisor, the diamond welcome amenity does not apply to reward stays. I inquired as to when that change was made and of course he could not tell me. Instead he put me on hold and his supervisor instructed him to take me to the terms and conditions which DID NOT state that the diamond welcome amentity only applied to paid stays. I finally contacted the diamond desk and they posted the welcome points but the Gold Passport Customer Service reps should know their own companies policy.

Welcome to your first Flyertalk post.

You are also entitled to the missing diamond amenity bonus points since your diamond amenity bonus didn't post automatically. Did the Diamond desk offer you the extra bonus?

If not, just send a private message to Gold Passport Concierge or you can contact the Diamond desk again.

-David

I contacted Hyatt Gold Passport customer service on two different occasions concerning the lack of my diamond welcome amentity posting. I spoke with Alex on both occassions who informed me that according to his supervisor, the diamond welcome amenity does not apply to reward stays. I inquired as to when that change was made and of course he could not tell me. Instead he put me on hold and his supervisor instructed him to take me to the terms and conditions which DID NOT state that the diamond welcome amentity only applied to paid stays. I finally contacted the diamond desk and they posted the welcome points but the Gold Passport Customer Service reps should know their own companies policy.

Yes, this happens. Hang up and call back. Send an email to goldpassport or send a tweet to @HyattConcierge

I contacted Hyatt Gold Passport customer service on two different occasions concerning the lack of my diamond welcome amentity posting. I spoke with Alex on both occassions who informed me that according to his supervisor, the diamond welcome amenity does not apply to reward stays. I inquired as to when that change was made and of course he could not tell me. Instead he put me on hold and his supervisor instructed him to take me to the terms and conditions which DID NOT state that the diamond welcome amentity only applied to paid stays. I finally contacted the diamond desk and they posted the welcome points but the Gold Passport Customer Service reps should know their own companies policy.

Hi cjones06!

Welcome to FT. Could you please PM your GP number so I can make sure the correct amount of points have posted? Thanks!

Sincerely,

Nick B.

I contacted Hyatt Gold Passport customer service on two different occasions concerning the lack of my diamond welcome amentity posting. I spoke with Alex on both occassions who informed me that according to his supervisor, the diamond welcome amenity does not apply to reward stays. I inquired as to when that change was made and of course he could not tell me. Instead he put me on hold and his supervisor instructed him to take me to the terms and conditions which DID NOT state that the diamond welcome amentity only applied to paid stays. I finally contacted the diamond desk and they posted the welcome points but the Gold Passport Customer Service reps should know their own companies policy.
Sometimes we know more about the T&Cs than the customer service reps or hotel desk agents. My private line rep and others in her office (according to her) didn't know the T&Cs state that the diamond breakfast benefit includes tip.

...My private line rep and others in her office (according to her) didn't know the T&Cs state that the diamond breakfast benefit includes tip.

I bet not many people on FT even know about this. I didn't. This should be in the sticky.

I bet not many people on FT even know about this. I didn't. This should be in the sticky.

You must have missed this thread. It was a hot topic for awhile. :p
http://www.flyertalk.com/forum/hyatt-gold-passport/1231192-does-diamond-breakfast-include-tip.html
Post 62 is the key.