Hyatt Gold Passport - Hyatt issuing new #, security issue ? (Related to issuance of Plat Extras cert)

Had a email today from them, saying they had mistakedly mailed me a bonus certificate with incorrect info.
As a result, they changed my # I've had for the last decade or so.

Emailed them back saying your fault but I want the old number back, linked to too many things.
(They replied saying same stuff, and here's 2500 points for the problem).

Dug thru mail, found the cert, and its the basic write your own number !

So either Hyatt is trying to cover up some other issue, or they don't know what they are doing.

Emailed them again after finding it, saying their reason for changing my number is bogus.

I thought I’d share with everyone a rather frustrating experience.

Beginning last Friday I was unable to access my GP account, receiving messages such as “invalid username/password” or “this account is inactive” whenever I tried to sign in. Local (Tokyo) Hyatt Res Center also could not access the account and had no solution to offer. Query on Hyatt.com elicited a request for my postal address to confirm identity; sent address but no follow-up for 3 days. Yesterday received the following email:

Dear [first last name],

Recently, you should have received a Platinum Extras certificate in the mail – one of the many benefits of your Hyatt Gold Passport® Platinum membership. You may have noticed that this certificate contained incorrect membership details, and so, we ask that you please disregard this award. We have cancelled its validity; you should expect to receive a replacement certificate within the next 14 business days.

As a result, to ensure that there is no misuse of your account information, we have changed your Hyatt Gold Passport account number to xxxxxxxxxx. Please utilize this account number for all future reservations. Also, check your inbox for a separate e-mail containing a temporary password to access your account online.

Please expect to receive new membership credentials, as well as your replacement Platinum Extras certificate, within the next 14 business days.
If you have any questions, please contact Hyatt Gold Passport Customer Service toll free at 1.800.492.8891 in the U.S. and Canada or 1.402.593.8615 when outside the U.S. and Canada, or by e-mail at goldpassport@hyatt.com.
We apologize for any inconvenience and appreciate your understanding.

Kind regards,
Matthew Hansen
Manager, Hyatt Gold Passport Customer Service


No e-mail with the promised temporary password to access account under new number. Posted in the Website Issues thread and Moderator Peter courteously sent me an email advising that I contact a Concierge.

Exchanged PM with Concierge Chrissi, who promised to get a temp password sent to me.

Received an email with temp password, which worked after 4-5 attempts, and reset my password. Point balance looks okay, but most recent stay credited as “Other”, so one short each on nights/stays YTD. But ALL 8 OF MY RESERVATIONS MISSING! :(

Signed out and subsequently received another email with a temp password. Apparently the first was in response to my query on Hyatt.com and the second was due to Concierge Chrissi’s intervention. Tried to sign back in with my reset password, but access denied. Used the second temp password and got in and reset my password again.

Tried to reset my username and got a message that another member was using it; of course, me under my old GP No.!

Emailed regarding missing reservations, but no reply received today, and of course they are still missing.

So, after all this aggravation, I’ve lost the GP No. that I’ve had for almost 30 years, a number I knew as well as my SS No. :mad:, and I still have no online access to my 8 upcoming reservations. :(

All this for a mistaken account number on a Platinum Extras certificate? I find it difficult to believe that isn’t an easier way to deal with such an error.

In any case, thanks to Moderator Peter and Concierge Chrissi for their very considerate assistance.^

You should accept nothing less than a reinstatement of your account number.

Looks like you're not alone. Another member shared the same experience.

Gee, no one offered me 2500 points; I can barely get them to answer email. What does that make me, manure?

Dear Flyertalkers,

Last week, a very small number of Platinum Extras certificates were printed with the incorrect name and Hyatt Gold Passport number. To ensure that no Hyatt Gold Passport accounts were compromised, we proactively changed the Hyatt Gold Passport number for the impacted members.

We regret that this error occurred, and we sincerely apologize for any inconvenience this may have caused.

If you have any questions or concerns, please contact Matt Hansen with Hyatt Gold Passport Customer Service via email at matt.hansen@hyatt.com.

Thank you,

Dana M.

Dear Flyertalkers,

Last week, a very small number of Platinum Extras certificates were printed with the incorrect name and Hyatt Gold Passport number. To ensure that no Hyatt Gold Passport accounts were compromised, we proactively changed the Hyatt Gold Passport number for the impacted members.

We regret that this error occurred, and we sincerely apologize for any inconvenience this may have caused.

If you have any questions or concerns, please contact Matt Hansen with Hyatt Gold Passport Customer Service via email at matt.hansen@hyatt.com.

Thank you,

Dana M.

Still wondering why I was not contacted until 5 DAYS after my account was locked. Why it took multiple emails and other contacts just to try to re-access any account information. Why I had to call hotels myself to inform them of the change in account number. And especially why GP is brushing us off like this. I guess they feel that a 'small number' of Platinum members are not worth bothering about, so they can 'proactively' do whatever they want.

Dear Flyertalkers,

Last week, a very small number of Platinum Extras certificates were printed with the incorrect name and Hyatt Gold Passport number. To ensure that no Hyatt Gold Passport accounts were compromised, we proactively changed the Hyatt Gold Passport number for the impacted members.

We regret that this error occurred, and we sincerely apologize for any inconvenience this may have caused.

If you have any questions or concerns, please contact Matt Hansen with Hyatt Gold Passport Customer Service via email at matt.hansen@hyatt.com.

Thank you,

Dana M.

Sorry Dana, but this is a really sensitive matter, especially after UNITED reset my 20yr+ number March 3rd. I used both these #'s way more than my SSN.
Even presuming there is another cert coming to my box, you'd still need the password to get to points. Then I presume you have a few tries until lockout, or request it via set email.
Hyatt should have thought this out. I have yet to log in with that new number, but I have booked two upcoming stays with Hilton.

Then I get an email from Hyatt asking me to log in so I can complete my "profile" on my new account.

At least United transferred all the info.

Then I get an email from Hyatt asking me to log in so I can complete my "profile" on my new account.

At least United transferred all the info.

And of course if you want a username you'll have to select a new one, since the old one is 'already being used by another member', meaning the old you!

To correct an unintended exaggeration, I checked and found that I had only been in GP for 22 years rather than 'almost 30'; it has been 29 years in UA MP, and I had thought that my joining the two was closer together. Still, 22 years is a long time to have a number committed to memory taken away with very little in the way of a reasonable explanation.

On top of it all, my new number contains the letter "V", which is extremely difficult to pronounce in Japanese.