Hyatt Gold Passport - 3 weeks without customer service help?

I emailed Hyatt gold passport about a customer service question four weeks ago. A customer service rep responded a week later that someone would be in contact with me shortly.

Three weeks later and 3 emails later no word from anyone at customer service. I've always found the service at the Hyatt hotels good to great, but this kind of rude behavior from their gold passport program is stupid, insulting and pretty much makes me want to take my business elsewhere.

Is this typical of other people's experience? A year ago when I contacted Hyatt customer service the people were very helpful and friendly. They gave answers that made sense and didn't seem bound by strict rules. Something seems to have changed.

I emailed Hyatt gold passport about a customer service question four weeks ago. A customer service rep responded a week later that someone would be in contact with me shortly.

Three weeks later and 3 emails later no word from anyone at customer service. I've always found the service at the Hyatt hotels good to great, but this kind of rude behavior from their gold passport program is stupid, insulting and pretty much makes me want to take my business elsewhere.

Is this typical of other people's experience? A year ago when I contacted Hyatt customer service the people were very helpful and friendly. They gave answers that made sense and didn't seem bound by strict rules. Something seems to have changed.

Good Afternoon ACK1,

I apologize for the delays you have been receiving. We would be more than happy to see if we can assist. Please feel free to PM us.

Safe Travel,

Brock S.

I emailed Hyatt gold passport about a customer service question four weeks ago. A customer service rep responded a week later that someone would be in contact with me shortly.

Three weeks later and 3 emails later no word from anyone at customer service. I've always found the service at the Hyatt hotels good to great, but this kind of rude behavior from their gold passport program is stupid, insulting and pretty much makes me want to take my business elsewhere.

Is this typical of other people's experience? A year ago when I contacted Hyatt customer service the people were very helpful and friendly. They gave answers that made sense and didn't seem bound by strict rules. Something seems to have changed.

I have had a number of terrible experiences with Hyatt Gold Passport CS. I have been accumulating points mainly with the Hilton chain, which incidentally has exemplary customer service. But because of some new destinations and Hyatt property locations I thought to try the Hyatt properties out, in the '80s I had wonderful experiences with them. I contacted Hyatt to see if they would tier match, and the gentleman said that they don't do it. Then he said to hold and that he would check. A lady came on the phone said that they would if I could email them a copy of my Hilton status card. She was very friendly so I made a number of reservations with her and I scanned in the card and emailed it over. Several days later, I got a response that my request was denied because they need to see my Hilton point statements. I am travelling, and do not have access to the point statements, and I said that wasn't a scan of my gold status hilton card sufficient to prove my status? They rudely said no. I explained that I was a frequent traveller and wanted to try out the Hyatt properties, and they basically told me too bad. I told them that the customer service rep said that showing my Hilton status card was enough, and they rebuffed me. I wrote an email to CS explaining everything and they said they could not help.

I will never give my business to Hyatt again. The few customer service representatives I spoke with were unfriendly and unaccomodating. I can't recommend Hilton more highly for their customer service if their properties suit your needs.

I have had a number of terrible experiences with Hyatt Gold Passport CS. I have been accumulating points mainly with the Hilton chain, which incidentally has exemplary customer service. But because of some new destinations and Hyatt property locations I thought to try the Hyatt properties out, in the '80s I had wonderful experiences with them. I contacted Hyatt to see if they would tier match, and the gentleman said that they don't do it. Then he said to hold and that he would check. A lady came on the phone said that they would if I could email them a copy of my Hilton status card. She was very friendly so I made a number of reservations with her and I scanned in the card and emailed it over. Several days later, I got a response that my request was denied because they need to see my Hilton point statements. I am travelling, and do not have access to the point statements, and I said that wasn't a scan of my gold status hilton card sufficient to prove my status? They rudely said no. I explained that I was a frequent traveller and wanted to try out the Hyatt properties, and they basically told me too bad. I told them that the customer service rep said that showing my Hilton status card was enough, and they rebuffed me. I wrote an email to CS explaining everything and they said they could not help.

I will never give my business to Hyatt again. The few customer service representatives I spoke with were unfriendly and unaccomodating. I can't recommend Hilton more highly for their customer service if their properties suit your needs.

Since 11/10, Hyatt (as well as SPG) do not do the traditional status match, they now do challenges. But for a challenge to be approved, they want to see at least 10 stays in the past year from a competitor. Challenges for Hyatt Diamond can be issued for Hilton Gold which we all know is pretty easy (harder now though) to get through various promos without having actually stayed with them.

Since 11/10, Hyatt (as well as SPG) do not do the traditional status match, they now do challenges. But for a challenge to be approved, they want to see at least 10 stays in the past year from a competitor. Challenges for Hyatt Diamond can be issued for Hilton Gold which we all know is pretty easy (harder now though) to get through various promos without having actually stayed with them.

I understand, that doesn't really excuse the poor customer service, and the differing information from different customer service representatives. I used to respect Hyatt greatly for their customer service, but they seem to care a lot less now, as I have had a number of bad experiences.

I have had a number of terrible experiences with Hyatt Gold Passport CS. I have been accumulating points mainly with the Hilton chain, which incidentally has exemplary customer service. But because of some new destinations and Hyatt property locations I thought to try the Hyatt properties out, in the '80s I had wonderful experiences with them. I contacted Hyatt to see if they would tier match, and the gentleman said that they don't do it. Then he said to hold and that he would check. A lady came on the phone said that they would if I could email them a copy of my Hilton status card. She was very friendly so I made a number of reservations with her and I scanned in the card and emailed it over. Several days later, I got a response that my request was denied because they need to see my Hilton point statements. I am travelling, and do not have access to the point statements, and I said that wasn't a scan of my gold status hilton card sufficient to prove my status? They rudely said no. I explained that I was a frequent traveller and wanted to try out the Hyatt properties, and they basically told me too bad. I told them that the customer service rep said that showing my Hilton status card was enough, and they rebuffed me. I wrote an email to CS explaining everything and they said they could not help.

I will never give my business to Hyatt again. The few customer service representatives I spoke with were unfriendly and unaccomodating. I can't recommend Hilton more highly for their customer service if their properties suit your needs.


Wait. You have access to a scanner to scan your Gold card but not access to a computer to take a screenshot of your account statement? I call shenanigans.

Since 11/10, Hyatt (as well as SPG) do not do the traditional status match, they now do challenges. But for a challenge to be approved, they want to see at least 10 stays in the past year from a competitor. Challenges for Hyatt Diamond can be issued for Hilton Gold which we all know is pretty easy (harder now though) to get through various promos without having actually stayed with them.

10 stays in the past year? I must've just barely qualified for Diamond trial when I asked for one last fall. I retired in 2010 and only had personal travel, although I was a Marriott Platinum Premier. I've since fallen to Marriott Platinum and will be Marriott Gold next year.

Hyatt gave me a Diamond Trial for Oct-Dec 2011 and I got in 12 nights. I added a little bit of travel to meet that target.

I'm now back to work so I expect to be able to get a few company paid for nights over the next year, although I don't think I'll be able to hold Diamond (I've only got 5 stays for this year). I'll have to make sure to get the Hyatt credit card before the end of this year to get the 2 free nights in suites as a Diamond.

Wait. You have access to a scanner to scan your Gold card but not access to a computer to take a screenshot of your account statement? I call shenanigans.

I was wondering the same thing.

I've called GP a couple of times over missing points and have had absolutely no issue. And no one at GP has been rude to me.

Hyatt has never left me hanging even when I had no status. No chain is perfect but heck if I stopped doing business with every business that had one goof, I would never be able to eat out again.

I recommend trying them one more time. A common theme on this board is the large amount of Hyatt fans and the disappointment that there are not more properties. I suggest that is not a common theme on the boards of some other chains.

I'm not really what the can and can't do for you. I understand that programs have rules and sometimes a CS agent just can't do anything. I base my CS experience on the accuracy of information I get, the timeliness of the contact/response, and the desire to help you out. Up to now Hyatt has FAILED (which is sad because I think on property service is exceptional).

I did receive a PM from the folks here on FT, but no help at all. Based on their responses I don't even think they read their PMs. Cookie-cutter responses across the board.

So I'm most of the way to Diamond now, 6 stays left by the end of june, easy enough. Is there a worthwhile status match to diamond that I can take advantage of?

So I'm most of the way to Diamond now, 6 stays left by the end of june, easy enough. Is there a worthwhile status match to diamond that I can take advantage of?

Based upon your profile under your handle, you don't hold a status with another program that is eligible for the Diamond challenge - see http://www.flyertalk.com/forum/hyatt-gold-passport/1145611-hyatt-tier-status-matching-challenge-information-11-10-a.html for further discussion.

Based upon your profile under your handle, you don't hold a status with another program that is eligible for the Diamond challenge - see http://www.flyertalk.com/forum/hyatt-gold-passport/1145611-hyatt-tier-status-matching-challenge-information-11-10-a.html for further discussion.


This is just a "I'm sick of bad customer service" but most of the way to Diamond... if i finish my stays to diamond what other hotels (with better service) will offer me a match.

This is just a "I'm sick of bad customer service" but most of the way to Diamond... if i finish my stays to diamond what other hotels (with better service) will offer me a match.

It sounds like you're a Hyatt V8.

If you even think that Hyatt has bad customer service, I highly recommend that you only look at brands such as the Four Seasons or Fairmont. I doubt you'll find better customer service with Marriott, Hilton, Starwood, Carlson, or Priority Club.

I'm not really what the can and can't do for you. I understand that programs have rules and sometimes a CS agent just can't do anything. I base my CS experience on the accuracy of information I get, the timeliness of the contact/response, and the desire to help you out. Up to now Hyatt has FAILED (which is sad because I think on property service is exceptional).

I did receive a PM from the folks here on FT, but no help at all. Based on their responses I don't even think they read their PMs. Cookie-cutter responses across the board.

So I'm most of the way to Diamond now, 6 stays left by the end of june, easy enough. Is there a worthwhile status match to diamond that I can take advantage of?

I don't get it. You are having a horrible experience (some vague thing?) with GP CS, yet you want to explore a status match to Diamond?

Every interaction I've had with GP CS has been great. In one instance, I had to clarify a request, because they didn't understand the issue, and that took a couple of extra emails, but they take care of everything I ask by PM, email, etc.

-David

Wait. You have access to a scanner to scan your Gold card but not access to a computer to take a screenshot of your account statement? I call shenanigans.

It's very simple, I scanned in my gold card before I left, when they eventually responded, I was travelling, and could not scan in any statements. As I mentioned before, the main points are this 1) why are they making me jump through so many hoops, I mean how much does it really cost them to provide excellent customer service to do a status match, wasted a lot of time on the phone, etc. 2) why did I get differing stories from CS agents, and why were they unwilling to honor the representations of one of their CS agents, 3) the CS agents were rude and unhelpful and not knowledgeable about company policies 4) they didn't really seem to care about me shifting businses over. So this is obviously not the type of property chain I am going to patronize.

It's very simple, I scanned in my gold card before I left, when they eventually responded, I was travelling, and could not scan in any statements. As I mentioned before, the main points are this 1) why are they making me jump through so many hoops, I mean how much does it really cost them to provide excellent customer service to do a status match, wasted a lot of time on the phone, etc. 2) why did I get differing stories from CS agents, and why were they unwilling to honor the representations of one of their CS agents, 3) the CS agents were rude and unhelpful and not knowledgeable about company policies 4) they didn't really seem to care about me shifting businses over. So this is obviously not the type of property chain I am going to patronize.

They don't need copies of official point statements. Screenshots work fine.